Service Desk: Ability to escalate tickets to additional people if still open after escalating once
We would like the ability to have additional people get added to the CC list that receives escalation emails, but only at the second and future escalations. In other words, a ticket escalates once, and a manager is notified. If enough time elapses that the ticket escalates again, we want additional people to be notified.
Kris Clymans commented
Good idea. Especially if you elevate to a supervisor as step 1 and then a manager as step 2.