A customer recently asked us:
“Can different Zendesk groups have their own escalation options, so Sales sees different choices from Administration?”
It’s a useful question, especially for organizations where each team follows a different escalation process. Sales might need options for billing or account management, while Administration may need to involve an entirely different set of teams.
With Escalator, there are two practical ways to make these workflows easier for agents to navigate.
Give each team its own Escalator setup
Escalator can be installed more than once in the same Zendesk account. Each installation has its own escalation configuration and can be restricted to particular Zendesk groups or roles.
For example, Sales agents could have an Escalator installation containing only sales-related options, while Administration agents see a separate set designed for their workflows.
This keeps the escalation dropdown focused, helping agents find the right path without sorting through options intended for other teams.
This approach works best when the permitted groups are kept separate. If an agent belongs to both groups, both Escalator installations may appear in their Zendesk workspace.
Keep shared escalation options organized
For teams using a shared installation, folders and sub-folders provide a simple way to organize escalation paths.
You could create separate folders for Sales, Administration, Technical Support or any other department. Agents can then go directly to the relevant area of the escalation dropdown while still having access to shared options when needed.
Folders are particularly useful for larger configurations, where a single unstructured list could quickly become difficult to navigate.
Make complex Zendesk workflows easier to follow
Whether you use separate installations or a shared folder structure, Escalator helps agents send each issue to the right person or department without leaving the original Zendesk ticket.
We are also exploring native visibility controls for individual escalations. This would make it possible to choose which groups or roles can see each option within a single Escalator installation.
For more information about escalation paths, folders and other configuration options, see the Escalator user guide.
Give your team a clearer way to escalate
Escalator helps agents involve the right people, split complex requests and keep related work connected without losing sight of the original Zendesk ticket.
Start your free Escalator trial, or explore the Escalator product page to see what else the app can do.
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