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ticket escalation

by olivern on 26 Oct 2012 15:28 | 1839 Hits | 0 comment(s)

Be able to take a ticket and elevate it from one group (or department) to another.

Like in the case of tech support. Tier one is sent the ticket initially, and if they can't resolve it, it can be escalated to the next level of support.

You can move tickets from one department to another right now, the problem is that both tier one and tier two will be visible to the users at the initial form. Allowing them to skip tier 1.

So maybe a way to hide a department form the public but not from techs.


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