Regarding automatic transfer of tickets

 

 

Hello List,

       I have a query . If I have three groups of people working on a
product . Suppose I get a ticket for the third level(lowest) and none of the
people from the third group have attended to and the escalation time has
lapsed ..... then how can I transfer it to the next level automatically OR
from the present queue to the queue belonging to the next level ??? . NOT
MANUALLY , but automatically. If anyone could help, please give a detailed
explanation regarding what to do..... I know that we have to do something
with the Generic Agent but please give a detailed explanation I am new to
this.

 

 

Thanks in advance !!

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