Tickets moving to escalation group

  • 21 October 2021
  • 1 reply

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

1 reply

Userlevel 4
Badge +8

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