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.

System Settings

The feature that should be enabled on system settings is operator allow ticket redistribute feature to become ‘True‘.

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 ( ). Then, in the pop-up to escalate ticket, select the supervisor and click the 'Escalate' button as shown images below.

Pop-up Escalate Ticket

Team members (Supervisors) will be displayed in the list if the supervisor is available on Omni Channel.

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

The supervisor's name who will be responsible for the ticket will appear on the ticket card when the ticket is escalated.

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

The agent's name who was previously responsible for the ticket will appear on the ticket card when the ticket is escalated.