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Interaction buttons
The interaction buttons are located in they top-right section of the Ticket header and allow for adding escalation flags, VIP flags, assigning partners and grabbing tickets.
The person button displays who currently grabbed the tickets and therefore the name of the ticket grabber.
Add escalation flag (Flash button)
To add an Escalation Flag, click on the Escalation button and select the reason for the escalation from the drop down.
Add VIP flag (Star button)
To add a VIP flag, click on the VIP flag button. Once added, the confirmation will show up in the notification area.
Assign partner (Handshake button)
To add a partner engineer for the ticket click on the Assign partner button. Once clicked you will be able to select a partner from the dropdown list.
Grab it (Hands button)
To grab a ticket click on the Grab it button. A grabbed ticket indicates that you (the dispatcher) are currently working on the ticket. It will be visible for other users.