# Escalated Ticket

Agents can escalate the tickets to their Supervisor if they are in the same group and only if the Admin has enabled the feature in the **System Settings**. To enable the feature, log in as an **Administrator**, click the **Administration** menu, and select the **System Settings** submenu. Then, you can enable the feature in the ticket configuration, as shown in the image below.

<figure><img src="/files/QuKPAF7Y6nMOVVhyITvx" alt=""><figcaption><p>System Settings</p></figcaption></figure>

{% hint style="info" %}
The feature that should be enabled on **system settings** is **operator allow ticket redistribute** feature to become ‘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.&#x20;

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="/files/-MOBFID0lpImq-5LtoaD" alt="" data-size="original"> ). Then, in the pop-up to escalate ticket, select the supervisor and click the **'Escalate'** button as shown images below.

<figure><img src="/files/HwZsOL7i76NfHwAaTYU5" alt=""><figcaption><p>Pop-up Escalate Ticket</p></figcaption></figure>

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

<figure><img src="/files/OmU5mLdMJgdEU9QZiQQv" alt=""><figcaption><p>Agent's Escalated Tab</p></figcaption></figure>

{% 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.

<figure><img src="/files/JLIJbJFa8P8bu4lcgXrk" alt=""><figcaption><p>Supervisor's Escalated Tab</p></figcaption></figure>

{% 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 %}


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