# March 2023

## ✨ New

### Second level (Hidden) experts group visibility setting

Administrators are now able to set in the Group settings whether first level (visible) experts can see and assign a specific hidden expert or they can only escalate the ticket to the second level via the "*Any 2nd level expert*" option.

<figure><img src="https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FYnpFxQa9I4srIgOs0kmV%2Fimage.png?alt=media&#x26;token=ce5d50eb-0776-4b7e-8f14-33a69a2cc649" alt=""><figcaption><p>If the setting is checked, visible experts can see hidden experts and assign a specific one directly, otherwise<br> they can only escalate the ticket</p></figcaption></figure>

### Any 2nd level expert option

When a first level (visible) expert wants to escalate a ticket to the second level, they can now do so via the "*Any 2nd level expert"* option in the Assign page.

![](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2F5QLJ1afQiPqUu2ycuhGv%2Fimage.png?alt=media\&token=fba7ca9d-62ee-48dd-93ba-01869fb7ab30)

All second level experts will be notified via mail about the assignment.

## ➕ Improvements

* The ticket details page won't display the labels for empty fields
* The ticket Case Log records when an expert sends a ticket access link (the email address is hidden to remote users)

  <figure><img src="https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FcOPOhhecZbr42Ih5OcBM%2Fimage.png?alt=media&#x26;token=26484030-241b-40de-a3bb-9a2d6e01c390" alt=""><figcaption></figcaption></figure>