Escalated Ticket
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The agent can escalate the ticket to their Supervisor in the same group if Admin enables the feature on the system settings.
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.
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.
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.
For example, on the dashboard page select ticket and click the 'Escalate' button ( ). Then, in the pop-up to escalate ticket, select the supervisor and click the 'Escalate' button as shown images below.