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Hand-offs from agent to agent can get messy. Use macros to keep information clean and allow for greater admin tracking.
Thank you for the great macro. We have a Support Group that has both the Agents and Team Leaders within it. The Team Leads are our first level of escalations and are not in a separate group.
I was looking at using a Custom Ticket Field dropdown named Escalation Level to track the various Escalation Levels, but when the selection changes it also removes the tag that was added. Do you have any suggestions on retaining the Escalation Level dropdown data, and using a Custom Field instead of a Group to manage the Escalations?
The behavior you are currently experiencing is expected and is a system rule whenever you are adding tags. The best option is still to have your escalation paths on different groups so that it can easily be tagged.
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