What is difference between Reminder and Escalation Tickets?

[rohit1]

Hi All,

I am unable to understand the concept of Reminder Tickets and Escalation Tickets, please let me know when will the ticket comes in the Reminder Section in the Dashboard, and after what time it will be seen in the Escalation Tickets Section in the Dashboard, Looking forward for your kind reply.

Regards
Rohit Singh

[BIG_jan]

if you have set the escalation-response-time in your queue or SLA, and this time is over, the ticket will be shon in the 'escalated'-section.

you can set pending-states in a ticket (if you can't the customer can't work on it at the moment). when this time is over the ticket will be shown in the 'reminder'-section.

hope i could help
jan

[rohit1]

Thanks!