A ticket is escalated when an agent sends that ticket to another group and they have not already receive an escalated or solved point.
The exception is that an agent does NOT receive an escalated point if they change the group but assign it to themselves in the new group.
The following will result in one escalation point for the agent in the 'Tech' group.
- An agent in the 'Tech' group receives a ticket.
- They update and send the ticket to an agent in the 'Sales' group.
The following will NOT result in one escalation point.
- Agent in the 'Admin' group receives a ticket.
- They update and send the ticket to themself in the 'Tech' group.