Two ways to reassign
A person can reassign an escalation when it reaches the wrong team, and an escalation path can be built to reassign on its own when nobody acknowledges.Manually
Redirect a live escalation to the right people, from the dashboard, Slack, Microsoft Teams, or the mobile app.
Automatically
Add a Reassign step to an escalation path, so an unacknowledged escalation hands over to another path.
How they differ
The difference in that last row is the one worth remembering. A manual reassignment is somebody deciding to redirect a page, so the original is closed out deliberately. An automatic one is the path running out of people to try, so the original expires. See escalation statuses for what each status means.
Reassigning is different from Escalate to next level, which advances the same escalation to the next tier in its
existing path. A reassignment always creates a new escalation.