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  • Andrew J
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    The only way this can be done that I can think of is to reassign back to the originating agent when closed.
    If you did not have too many agents you could do this with triggers.
    You could also consider changing your workflow so that the tier 1 agent opens a new ticket that is linked to the original when it is escalated. This will mean the original will get the rating with the originating agent. And that second and third tier agents will have a cleaner ticket but access to view the original.


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