# Escalated Ticket

The agent can escalate the ticket to their Supervisor in the same group if Admin enables the feature on the system settings.

![System Settings](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MQQkR8GfyiPBBxw2Y7y%2F-MQQzpPS23n5XKdPYWuj%2FSystem%20Settings.png?alt=media\&token=d195e760-3a8b-4745-8519-9244d45e6d3b)

{% hint style="info" %}
The feature that should be enabled on system settings is *operator allow ticket redistribute* feature becomes *‘True‘***.**
{% endhint %}

A Ticket escalated happens when a ticket originally assigned to one agent is assigned again to Supervisor. It could happen because the ticket doesn’t fall under the agent’s expertise. You can escalate the ticket using the 'escalate' button or 'batch escalate' button. 

Then what is the difference between the escalate button and the batch escalated button? The **escalate** button can be used when you are going to escalate a ticket one by one to supervisors, while the **batch escalate** button can be used when you are going to escalate multiple tickets to supervisors.

For example, on the dashboard page select ticket and click the *escalate* button ( <img src="https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MOAnUqzQhR8FahozTIO%2F-MOBFID0lpImq-5LtoaD%2FEscalated%20Button.PNG?alt=media&#x26;token=76d0e73d-79cf-43f0-b93d-b893385b9ab5" alt="" data-size="original"> ). Then, in the pop-up to escalated ticket, select the supervisor and click the *escalate* button as shown images below.

![Pop-up Escalated Ticket](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2FijldCjZYcyPIlbjczJBU%2FEscalate%20New.png?alt=media\&token=b1427296-0abe-41af-b322-e582dc6feb5f)

{% hint style="info" %}
Team members (Supervisors) will be displayed in the list if the supervisor is available on Omnichannel.
{% endhint %}

After the ticket has been escalated to Supervisor, the Agent can’t reply to the message from that customer again. However, The Agent can still view the ticket on the **escalated** tab.

![Agent's Escalated Tab](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2FFVtDgVdYakFNwHRi6jEJ%2FTab%20Escalated.png?alt=media\&token=afc908ca-24d8-49fc-90e6-d922cc22cd82)

{% hint style="info" %}
The supervisor's name who will be responsible for the ticket will appear on the ticket card when the ticket is escalated.
{% endhint %}

Tickets that have been escalated by an agent will be incoming to the **escalated** tab of the supervisor. In this tab, supervisors can handle tickets, assign the ticket to other agents or transfer the ticket to other groups.

![Supervisor's Escalated Tab](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNQidQwa-0K9_KnQpoc-1386589149%2Fuploads%2FoChJpVWwRYCQzJ4TR8IQ%2FTab%20Escalated%20Supervisor.png?alt=media\&token=862116a7-eeb5-447d-9784-2681d00116ca)

{% hint style="info" %}
The agent's name who was previously responsible for the ticket will appear on the ticket card when the ticket is escalated.
{% endhint %}