0 Replies Latest reply on Oct 9, 2014 12:28 PM by billypilgrim

    Escalation notifications

    billypilgrim

      Hi

       

      Maybe me being daft but I am trying to supress email notifications when calls are de-escalated - basically I DO want 2nd level techs to get an email notification when I escalate a call but I DON'T want the level 1 techs all to get an email notification when a call is de-escalated.

      I have tried playing with the defaults & overrides in Ticket options, Tech Groups and also individual Techs but these keep on being generated. Please tell me I am being stupid & I can easily turn these off!

       

      Thanks!