2 Replies Latest reply on Oct 19, 2017 5:57 PM by ssb1979

    Disable escalate/de-escalate

    ssb1979

      Is there any way to disable the escalate/de-escalate feature? We are a school district with a small IT staff of 8 people - we all work on the same tickets and we don't escalate tickets to others.  Our clients keep hitting the escalate button after submitting a ticket (thinking they will get help faster) but all they are doing is loading up my IT Director with "escalated" tickets which is slowing down our response process.    It would be great if we could just turn that feature off.