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Escalation: Update existing rather than create new
Answered
Posted Mar 21, 2022
Hi All,
Rather than a new ticket being created when users Escalate a ticket using the Escalation Form is there a way to update the existing ticket by adding comments, assigning to a new group etc?
Morris
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3 comments
DJ Buenavista Jr.
I would agree with Graeme's suggestion to include a checkbox instead of creating a new form which will create a new ticket that might confuse or cause issues since there will be multiple tickets and to only have one channel of communication with the customer.
Kind regards,
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Morris Coyle
Thanks Graeme,
My thoughts exactly. I've been asked to tackle the issue and my initial thought was why have we created an Escalation form that just creates another ticket? I initially thought this form was out of the box but turns out it wasn't.
Time to re-built the process i think.
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ZZ Graeme Carmichael
Morris
For active tickets, it is normally best to leave priority and group assignment to agents rather than end users. But you can include a check box ‘please escalate’ for a user to flag a problem ticket.
With that, you can either make a view for an agent to review or use a trigger to take action. For example, set a priority or notify an agent group. If you do use a trigger, include an action to reset the check box.
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