Setting up escalations in Escalator with auto-filled fields

When handling escalations via Escalator, you can configure the process to automatically include selected fields and use placeholders to populate important details like order numbers. This ensures that escalations always contain the necessary information, reducing manual input and improving efficiency.

Step 1: Check if the required fields exist

Before configuring escalations, ensure the required fields are available in Zendesk fields:

1. Go to Admin Center > Objects and rules > Fields under Tickets.
2. Confirm that required fields like Order Number, Purchase Order Number, and Supplier Order Number are listed.
3. If a field is missing, click Add field and create it with the correct type (e.g., numeric, text, or dropdown).

💡 Tip: Field IDs are essential for setting up placeholders, so note them down for later.

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Step 2: Ensure fields are in the correct Zendesk form

Once the fields are available, they must be included in the appropriate Zendesk form to be used in tickets for escalation:

1. Go to Admin Center > Objects and rules > Forms under Tickets.
2. Select the form used for tickets for escalation.
3. Add the required fields so agents can enter or view them when escalating tickets.

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Step 3: Configure placeholders in escalation settings

Now, set up how escalations should handle key details using placeholders:

1. Open the Escalator app settings in Zendesk.
2. Add placeholders in the Subject or Comment field so that key details, like Purchase Order and Supplier Order, are automatically inserted.
   • Use the format: {{ticket.ticket_field_<field_ID>}}
   • Example: {{ticket.ticket_field_123456}} for Order Number

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Step 4: Define field behavior in escalation settings

Choose how field values should transfer when a ticket is escalated:

1. Copy field values – Automatically includes all field values from the original ticket.
2. Same as parent – Manually select specific field values to carry over.

Click Save and Done to apply the changes.

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Step 5: Reload the page and test the escalation

After setting up the app, refresh the Zendesk page to apply the new settings. Then, test the escalation process:

1. Open a ticket and click the Escalate button.
2. Check that the placeholders have correctly inserted value.
3. Verify that required field values are populated based on the settings.
4. Click Submit to complete the escalation.
5. The escalation should now be visible in the ticket history with all selected fields and placeholders correctly applied.

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Summary

By following these steps, escalations in Zendesk will be automated, pre-filled with key details, and structured for consistency, ensuring agents don’t have to manually enter the same information every time.