Hi Freshdesk Team, How to do ticket escalation with the conditions below.For use case needs there are 3 levels of escalation as an ongoing example:L1 -> Customer Service Agent in Email channel L2 -> Escalation Team specialized in Technical Operations. L3 -> Product & engineer teamIf L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)? and how will SLA escalation from L2 to L3 continue? Regards & Thanks Dery

Question

How to do ticket escalation L1 to L3 and L2 to L3 on Freshdesk

Hi Freshdesk Team,

How to do ticket escalation with the conditions below.

For use case needs there are 3 levels of escalation as an ongoing example:

If L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)?
and how will SLA escalation from L2 to L3 continue?

Regards & Thanks

Dery

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