Salma Sarwar Posted February 9, 2023 Share Posted February 9, 2023 Hi Is there an escalation counter to allow you to know how many times a customer has escalated the ticket. Kind Regards, Salma Link to comment Share on other sites More sharing options...
Victor Posted February 9, 2023 Share Posted February 9, 2023 @Salma Sarwar we don't have functionality for that in Hornbill... Link to comment Share on other sites More sharing options...
Steve Giller Posted February 13, 2023 Share Posted February 13, 2023 @Salma Sarwar Can you clarify what you mean by "Escalation" please? It can be used to mean moving a Request from First Line to Second Line, or from a Support investigation to a Management investigation on how the Request is (or rather isn't) being handled, both of which should only ever have a count of 1. If you are referring to a Customer chasing for an update on progress, there is some discussion on that here: 1 Link to comment Share on other sites More sharing options...
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