Hi Saurabh,
Thank you so much for this nice explanation. This way we can do with telephony tickets. But what if we want to do the multi level escalation of tickets? Like if one person doesn't respond to a ticket assigned to him in a particular designated time(Completion due time or initial review time or any time point) then it should be automatically assigned to another person and so on upto 4 persons in line. is it possible to do?
Thanks again for helping!
Regards,
Pragati