Recurring Journey triggers on escalated or failed runs on tickets

Business problem

Journeys currently stop triggering for a contact if a previous execution ended in an "escalated" or "failed" status. This prevents automated workflows from handling new requests when a customer returns later, resulting in tickets remaining unassigned and requiring manual intervention.

Wished result

The ability for Journeys to trigger multiple times within the same ticket or for a contact, even if a previous run resulted in an escalation or failure, ensuring every new customer interaction is processed automatically.