Currently, when Technicians open a ticket, they are not familiar with the technicians that are assigned to that tickets tech group. If they want to escalate, or de-escalate a ticket, it would be helpful to have the name(s) of the Technician(s) that will receive the escalation. In our case, not all Tech Groups have multiple levels for escalations, therefore it would help if the Technicians knew by hovering over the escalate icon or by hovering over the Tech Group which Technicians will be notified.
