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Question

Tickets moving to escalation group

  • October 21, 2021
  • 1 reply
  • 44 views
Teela Wheeler
Apprentice

Why are tickets moving to escalations? We are not marking them for this group.

    zachary.king
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    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • October 22, 2021

    Hello @Teela Wheeler,

     

    Looks like the tickets are getting automatically routed to Escalations group post ticket creation? If so, do you have any automation rules or email settings configured that way? It would be great if you can share the show activities of such sample tickets to check this further.

     

    Thank you,

    Freshworks Community Team 

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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