Hello,
If you are escalating a ticket that was previously set to a status of For Heroic HuronTel Support please update the ticket status to either Escalated To Repair or Unassigned.
Also please know that we will review level 1 tickets set to For Heroic HuronTel Support and in the case that we recognize they will need a dispatch we will take the ticket over to move them forward. If we do this we will aim to send an e-mail to assist@hay.net so you know the ticket on your end can be closed.
Thanks,
Marcel