Escalated Ticket
When a ticket originally assigned to an agent is reassigned to Supervisor, it is referred to as an escalated ticket. It could happen if the ticket doesn’t fall under the agent’s expertise. After the ticket has been escalated to Supervisor, the Agent can’t reply to the message from the customer again. But, Agent can still view the ticket on the escalated tab.
In the inbox tab, select and open the ticket. Then, you will see a conversation chat, in the upper right corner, tap the 'option' button and select 'Escalate'.
You will see a list of team members (Supervisors), select supervisors to receive tickets that will be escalated. If the ticket is successfully escalated, the agent will no longer be able to reply ticket. However, agents can still monitor the ticket on the escalated tab.
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