SLA Resolution Reminder to "Watching" Agent

  • 22 March 2019
  • 1 reply

When a tier 1 agent escalates to another agent, the tier 1 agent is still responsible for ensuring that the ticket is resolved in a timely manner. The ticket gets assigned to the agent for escalation, but the original agent assigns herself to "watch" the ticket. I would like to have the SLA resolution reminder go to the person watching the ticket. Is there a way to do this? I am also open to other process change suggestions.

1 reply


Hi @corinna.clements ,

Our apologies for the delayed response.


In order to avoid tickets getting reopened automatically after a customer response, Please navigate to Admin>Automations>Ticket updates and toggle off the rule that reads “Automatically reopen tickets when the customer responds”

Hope this works! 

Happy Freshdesking :)