Escalate

Escalation moves a running ticket to another panel, for example from Support to Admin. The ticket keeps its channel, messages and owner. It takes on the settings of the new panel.

#Choose target panels

Pick the panels a ticket of this panel may move to, up to 25. Without targets, $escalate tells the team there is nowhere to go.

#How to escalate

A support member runs $escalate {reason} in the ticket. The bot shows a menu of the target panels. After the choice, it applies what you turned on below.

#What changes

• Category. Move the channel to the category of the new panel.
• Name. Rename the channel with the channel name of the new panel.
• Permissions. Replace the overwrites with the permissions and support roles of the new panel. The old support team loses access unless it is part of the new one.
• Unclaim. Release the claim, so somebody from the new team can take over.
• Escalation message. Post a message in the ticket. Default: This ticket was moved to {escalate.panel}. Reason: {escalate.reason?fb=none}
• Ticket message of the new panel. Post the new panel's ticket message as well, with its buttons.

#Variables

Thread tickets cannot be escalated. Their thread stays where it was created.