Skip to main content
Question

Tickets moving to escalation group

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

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

      1 reply

      hemanth.ramya
      Community Manager
      Forum|alt.badge.img+9
      • hemanth.ramyaCommunity Manager
      • Community Manager
      • 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 :)
      Terms of UseAccessibility statement