Managing Support Ticket Escalations

Once you have created support ticket escalations, you can perform various actions on them.

Viewing Ticket Escalations

1. Access the Ticket Escalations page.
2. In the escalation’s row, click view.
   
   The View Ticket Escalation page appears with the Details tab active.
3. Click the Matching Tickets window to see support tickets that match the escalation rules.
4. Click Cancel.
   

Editing Ticket Escalations

1. Access the Ticket Escalations page.
2. In the escalation’s row, click edit.
   
   The Edit Ticket Escalation page appears with the Details tab active.
3. Make any necessary updates. See Adding Escalations for more information.
4. Click Save.
   

Deleting Ticket Escalations

1. Access the Ticket Escalations page.
2. In the escalation’s row, click delete.
   
   A confirmation message appears.
3. Click Yes.
   

Enabling Ticket Escalations

1. Access the Ticket Escalations page.
2. Select one or more escalation you want to enable.
3. In the Change select to field, select Enabled.
4. Click the arrow icon.
   

Disabling Ticket Escalations

1. Access the Ticket Escalations page.
2. Select one or more escalation you want to enable.
3. In the Change select to field, select Disabled.
4. Click the arrow icon.
   

Related Topics 

Adding Support Ticket Escalations