diff --git a/src/main/java/org/upsmf/grievance/model/reponse/Response.java b/src/main/java/org/upsmf/grievance/model/reponse/Response.java
index 480ebd1aa8c1116072603773d4843d37f15d0c19..d4bd939219f5faf91fd1a2d6708c6d5b234b0229 100644
--- a/src/main/java/org/upsmf/grievance/model/reponse/Response.java
+++ b/src/main/java/org/upsmf/grievance/model/reponse/Response.java
@@ -1,10 +1,14 @@
 package org.upsmf.grievance.model.reponse;
 
 import lombok.AllArgsConstructor;
+import lombok.Builder;
 import lombok.Data;
+import lombok.ToString;
 
 @Data
 @AllArgsConstructor
+@Builder
+@ToString
 public class Response {
 
     private int status;
diff --git a/src/main/java/org/upsmf/grievance/service/impl/IntegrationServiceImpl.java b/src/main/java/org/upsmf/grievance/service/impl/IntegrationServiceImpl.java
index 3a25ae0e5d611a600e029e513544aaac5db2c6ad..e7aebb5ef0722b8deac7dc7f557406190c20f007 100644
--- a/src/main/java/org/upsmf/grievance/service/impl/IntegrationServiceImpl.java
+++ b/src/main/java/org/upsmf/grievance/service/impl/IntegrationServiceImpl.java
@@ -37,6 +37,7 @@ import org.upsmf.grievance.model.Role;
 import org.upsmf.grievance.model.User;
 import org.upsmf.grievance.model.UserDepartment;
 import org.upsmf.grievance.model.UserRole;
+import org.upsmf.grievance.model.reponse.Response;
 import org.upsmf.grievance.repository.RoleRepository;
 import org.upsmf.grievance.repository.UserDepartmentRepository;
 import org.upsmf.grievance.repository.UserRepository;
@@ -842,7 +843,7 @@ public class IntegrationServiceImpl implements IntegrationService {
                 User userDetails = user.get();
                 // if role is admin/secretary/Grievance Admin
                 // then only one user can be active at a time
-                ResponseEntity<String> checkRoleAndActiveCount = checkRoleAndActiveCount(userDetails);
+                ResponseEntity<Response> checkRoleAndActiveCount = checkRoleAndActiveCount(userDetails);
                 if(checkRoleAndActiveCount.getStatusCode().value() != HttpStatus.OK.value()) {
                     return checkRoleAndActiveCount;
                 }
@@ -866,19 +867,20 @@ public class IntegrationServiceImpl implements IntegrationService {
                         if(superadmin) {
                             updateMailConfigEmail(data.getEmail());
                         }
-                        return ResponseEntity.ok(data);
+                        return ResponseEntity.ok(Response.builder().body(data).status(HttpStatus.OK.value()).build());
                     }
-                    return ResponseEntity.internalServerError().body("Error in activating user.");
+
+                    return ResponseEntity.internalServerError().body(Response.builder().body("Error in activating user.").status(HttpStatus.INTERNAL_SERVER_ERROR.value()).build());
                 } catch (Exception e) {
                     e.printStackTrace();
-                    return ResponseEntity.internalServerError().body("Error in activating user.");
+                    return ResponseEntity.internalServerError().body(Response.builder().body("Error in activating user.").status(HttpStatus.INTERNAL_SERVER_ERROR.value()).build());
                 }
             }
         }
         return ResponseEntity.internalServerError().body("Unable to find user details for provided Id.");
     }
 
-    private ResponseEntity<String> checkRoleAndActiveCount(User userDetails) {
+    private ResponseEntity<Response> checkRoleAndActiveCount(User userDetails) {
         if(userDetails == null || userDetails.getRoles() == null
                 || Arrays.stream(userDetails.getRoles()).count() <= 0) {
             log.error("Failed to check user role");
@@ -902,9 +904,9 @@ public class IntegrationServiceImpl implements IntegrationService {
         });
         log.debug("match count for user role - {}", matchCount.get());
         if(matchCount.get() > 0) {
-            return ResponseEntity.badRequest().body("Application is designed to have only one active Secretary or Admin or Grievance Nodal.");
+            return ResponseEntity.badRequest().body(Response.builder().body("Application is designed to have only one active Secretary or Admin or Grievance Nodal.").status(HttpStatus.BAD_REQUEST.value()).build());
         }
-        return ResponseEntity.ok("Success");
+        return ResponseEntity.ok(Response.builder().body("Success").status(HttpStatus.OK.value()).build());
     }
 
     @Override
diff --git a/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java b/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java
index 73d97e455ca64bb61bdc89f14901583d8024c683..458c63b400078fd057cca4d0b3b8e69c9210f15b 100644
--- a/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java
+++ b/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java
@@ -485,8 +485,7 @@ public class TicketServiceImpl implements TicketService {
                 || oldStatusValue.name().equalsIgnoreCase("CLOSED")) ) {
             // sending reopen ticket mail to nodal officer
             log.info("ticket is getting reopened we will reset escalation date time - {}", ticket.getId());
-            LocalDateTime escalationDateTime = getEscalationDateFromMailConfig();
-            ticket.setEscalatedDate(Timestamp.valueOf(escalationDateTime));
+            ticket.setEscalatedDate(null);
         }
         // update ticket in DB
         ticketRepository.save(ticket);
diff --git a/src/main/resources/templates/admin_create_ticket.vm b/src/main/resources/templates/admin_create_ticket.vm
index a3e3683be140ef4cb57634ea4dfd37f8743a7715..c5f5233f48ea1b87deadf6fd8dd6d4bd85c4f9e1 100644
--- a/src/main/resources/templates/admin_create_ticket.vm
+++ b/src/main/resources/templates/admin_create_ticket.vm
@@ -85,7 +85,7 @@
                                                                                     <td align="justify" class="esd-block-text es-m-txt-l">
                                                                                         <p></br></p>
                                                                                         <p>Dear ${first_name},</p>
-                                                                                        <p>We hope this message finds you well. We wanted to inform you that a new grievance ticket has been created regarding ${ticket_description}.</br> The ticket has been assigned the following details:</p>
+                                                                                        <p>We hope this message finds you well. We wanted to inform you that a new grievance ticket has been created regarding </br><strong>${ticket_description}</strong>.</br> </br>The ticket has been assigned the following details:</p>
                                                                                         <p>
                                                                                             <div>Grievance ID: <strong>${id}</strong></div>
                                                                                             <div>Date Created: <strong>${created_date}</strong></div>