Resetting Escalation time

[kool_kid]

Hi,

Suppose I have 2 Queues, Queue-1 & Queue-2. Queue-1 is set for 2 hours of First response time and Queue-2 is set for 4 hours of First response Time. Now if a ticket is escalated from Queue-1 to Queue-2 and later Queue-2 agent moves it back to Queue-1 then the ticket is again getting escalated to Queue-2 becuz the escalation time has already surpassed.

I want to avoid this happening and want to keep the ticket in Queue-1. Maybe reset the time (used for escalation calculation) when the ticket is moved from Queue-2 to Queue-1 or create new time for escalation calculation, is there a way?

[crythias]

No. It's still been 2 hours+ since the ticket has been created.

[kool_kid]

Thanks. I will try to live without it. Will be looking for workaround if someone can help.