Escalator 2.7.16 gives teams more control over escalation visibility, copied comments and sub-ticket data, while making configuration clearer for admins.
Show the right escalations to each team
Individual escalations can now be restricted to selected Zendesk groups or roles. This helps keep the Escalate to… menu relevant to each team without requiring separate Escalator installations.
Escalations without restrictions remain available to everyone, and automatic escalations continue to run as configured.
Control how copied comments are shared
When copying comments to a sub-ticket, you can now choose whether they are added as:
- Public replies
- Internal notes
- (Default) The same type as the first comment on the parent ticket
This gives teams more control over how information is shared when creating sub-tickets.
Make sub-ticket creation clearer
Admins can now select fields to copy or exclude using checkboxes and a searchable custom-field picker, instead of manually entering field names or IDs.
Optional confirmation prompts also explain whether saved ticket values or current on-screen changes will be copied before the sub-ticket is created.
Easier configuration and backups
Backup & Restore files are now easier to read and edit while remaining compatible with backups from earlier versions.
We’ve also refined escalation menus, folder controls, setup guidance and confirmation dialogs.
Learn more about Escalator
See how Escalator can help your team link, split and escalate Zendesk tickets with more control.
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