escalate ticket

aricohdez

Hello, I need to have a ticket that has not been closed in a certain period of time be escalated to an agent, is there a plugin or add-on that does this?

miguelss

Hi @aricohdez,

I saw nobody answer your question, so I will try to do my best :-)
I don't know if there is plugin for that your request, but you can do it with the SLA, and when a ticket is "out" of the SLA, then, advise to the "owner" of the department.

I hope that this tip helps you!
Cheers,
M.