Leverage macros for internal escalations

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5 Comments

  • Luke Aleo

    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?

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  • Dane
    Zendesk Engineering
    Hi Luke,
     
    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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  • Abdelhameed Khaled

    If the same ticket is escalated number of times . how could we track that or count that number !

     

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  • Abdelhameed Khaled

    Another thing if I have multiple groups escalating to certain group how to mention the group which escalated the ticket 

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  • Joyce
    Zendesk Customer Care
    Hello,
     
    You can build a report that shows the number of times tickets were assigned from one group to another using the Explore recipe: Tracking ticket assigns across groups 
     
    In regard to mentioning a group in a ticket, this is not a feature that is currently available. The @mention feature only allows you to mention specific agents or admins. I've taken a look and found that other users are discussing similar needs here: @ mention agent Groups. You can up-vote that original post and add your detailed use-case to the conversation.
     
    Hope this helps!
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