Clear escalation fields when ticket severity is lowered
Clear escalation fields when ticket severity is lowered
Your support tickets keep escalation timestamps after a severity downgrade, leaving agents with stale SLA context. The workflow clears escalation fields so agents see accurate SLAs within minutes.
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Overview
Lingering escalation timestamps after a severity downgrade create confusion and waste agent time during triage. This workflow automatically clears those escalation fields and restores correct SLA context so your support ops coordinators and agents can prioritize accurately within minutes.