Escalation: Update existing rather than create new
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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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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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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Hi Morris,
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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