My customers see the "Escalate" button on their tickets, how can I disable that and in which logic do customers scalate tickets themselves?
Help me disable that for customers, thanks.
You can remove the option by doing the following:
Not sure if you ever noticed this, but your workflow transition is likely aligned with another in the diagram view, so you are not actually clicking the transition you think you are. This happens when you have several statuses routing to a common status and there is an overlapping transition. You might need to reposition the statuses in the diagram to see the specific transition you want to edit.
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