When per identity PSA escalations, the comment log does not update past the first ticket | Voters

When per identity PSA escalations, the comment log does not update past the first ticket

Luke Stacy

Can we look into having the comment log in the escalation thread update with each PSA push?

Bjørn Mathisen

I'd like this, especially if it also logged information about the users and details involved. This would allow techs to start communicating with the customer without having to open Huntress first.
If users, IPs and perhaps even session IDs were included, it would be easier to see if this is just a group of employees travelling together. It would make resolving these faster.
We already have a separate suggestion for this, but I'll mention it here too: Having ITDR look up users client IP location in the EDR would also help to reduce the number of escalations a lot, and if escalations would update existing tickets with more information, then this feature would make even more sense.