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Using intelligent triage to identify and act on ticket escalations



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Jake Bantz

Zendesk Product Manager

Edited Jun 21, 2024


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Hi, this is really awesome! 

Is there a way to track the next group or the next escalation's first response time? For example, it's escalated to the manager team as mentioned above, and we want to track the first time replied by the manager team? Thank you.

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