How to Escalate the Ticket?
Login as a IT agent and go to the agent dashboard.
Go to the ticket that needed to be escalated.
Click on the support team section and scroll down to escalate the ticket.
Click on ‘Yes’ to escalate the ticket, mention the level from different levels to escalate and reason to escalate the ticket.
Click on submit, the ticket will be escalated to the assigned groups.
A notification will be sent to the escalated IT agent.