What criteria should be included in an escalation automation for merchant tickets after 48 hours?

The criteria that should be included in an escalation automation for merchant tickets after 48 hours is that the ticket hours since created must be greater than 48 hours and the assignee must be empty. This is important because it targets tickets that have not been attended to within the specified timeframe, indicating potential issues that need immediate attention.

By requiring that the ticket has remained unassigned, this condition ensures that tickets which have effectively fallen through the cracks are identified and escalated. This helps prioritize cases that may have significant impacts on merchants or customers, ensuring they are escalated appropriately to avoid delays in resolution.

Other criteria like ticket status being closed would not make sense for escalation, as closed tickets are already resolved. Similarly, prioritizing based on ticket importance not only limits the scope of the escalation to only high-priority tickets but might overlook critical issues stemming from lower-priority tickets. Lastly, requiring that a ticket group must not contain agents could lead to confusion, as tickets might belong to groups with agents assigned, and such restrictions would unnecessarily complicate the escalation process.