Please see the forwarded ticket below – looks like the customer escalated again.

Forwarded message
From: Notifications <notify@example.com>
Subject: Ticket created
Date: January 20, 2025 at 09:30:00 AM CST
To: helpdesk@example.com

On Mon, Jan 20, 2025 at 09:15 MSP Support <support@alga.com> wrote:
> Ticket Created: Printer maintenance
> Body content...
