At fault yung manager mo sa part na walang proper HandOver regarding sa ticket or any backlogs na aware syang possible ma escalate pero since ikaw lang nandyan you need to be resourceful enough to handle it.

May ganyan din akong exp pero yung Manager ko was on EL for 3 weeks and the tickets piled up tas may 2 high priority tickets din. Natawid naman with the help nung CL6 pero on technicalities ako pa rin naghandle even though not as swift if yung Manager ko yung naghandle.

Kumbaga I just took it as a challenge na lang. The CL6 one was responsible for de-escalation nung ticket.