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So, just wondering if you all have some better ideas for a topic that's been coming back again.

agent receives a ticket, but when escalating it the keep forgetting to change the status, would you have any proposals on how you deal with it in your workplace, we try to communicate already to them several times,  even using a pop up in fresh to inform them to change it and put in a description, but no luck.

I really don't want to make another workflow to do this as i already have a lot of them and its a real pain to maintain them in fresh. and it makes the agents lazy in the end. 😂

Any advice?

Hi.

Just wondering how do you have defined your Escalation Process?

We have created a status Escalate. This is a Transient status.

When agents set a ticket to this status (yes, they need to set the status, but only this, and this is the process), the only workflow for this handles Everything: Reassign the ticket to the proper L2 group, and set the ticket status back to Open.

Not sure if this may work on your scenario / environment. Hope it does, though.

 

I know you mentioned that you didn’t want to work with workflow, but with workflow, you can check if the group have been changed and then set the ticket status to be Open.

 

 

Regards,

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