How does the "Escalate" option in tickets work?

[Former Member]

Hi experts

There is an Escalate option in the Actions button in tickets. When I click it, the Escalation Status becomes "Escalated", but nothing happens. The ticket is still assigned to me. How does this feature actually work? I was assuming the ticket will be reassigned to my Reporting Line Manager in the org unit my user belongs to. Is this not how it works? Help.

Thanks

[AnkushPashine]

Hello Denmar,

You can create the Workflow Rule to notify Managers, when Ticket XYZ is escalated.

Hope this answer's.

Best Regards,

Ankush Pashine.