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Every reassignment works the same way. The original escalation stops, and a new one starts against the new targets, linked to the one it came from. The new escalation is genuinely new rather than a continuation, so it starts at the beginning of whatever it was sent to and follows that target’s own levels, branches, and working hours. Acknowledging it is what stops the paging.

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.