Escalation

[kenmurimi]

I want to remove the whole escalation thing but i want to use the feautres of update time responce time and solution time in a queue i.e i dont want my tickets to be escalated but i want to view these times on ticket zoom and maybe even get notifications. this is beause in my case escalation means tickets that are complicated and have been escalated to our suppliers.

I was thinking of using SLA to get solution and response time but then had the issue of my customers having to select their slas and services every time


any ideas greatly appreciated

[crythias]

The Settings bar on the right allows an individual to clear the check box for Escalation in Dashboard.