Escalator's latest release brings new options for copying conversations, customizing sub-ticket menus, and tracking escalation progress. We've also added support for AI-assisted configuration and made several improvements behind the scenes.
Include side conversations in escalations
You can now select side conversations alongside public replies and internal notes when creating an escalation.
Each side conversation appears as a single selectable item, allowing you to copy the entire thread, including all messages, into the new ticket.
This makes it easier to include relevant discussions with external partners or other teams without manually copying each message.
Customize the + Add menu
Administrators now have more control over which options appear in the + Add sub-ticket menu.
Choose which ticket creation and linking options are available:
or hide the menu entirely by unchecking all if your team only needs escalation options:
You can find these controls under App settings > Sub-ticket customization.
See when an escalation is complete
A new progress dialog shows what's happening as an escalation is created and linked to its parent ticket.
It also tracks the application of saved parent macros when configured, so agents know when the process is complete and it's safe to close the tab.
Administrators can turn off the progress dialog in App settings if it isn't needed.
Create configurations with AI assistance
We've added an Escalator configuration schema to the user guide that you can use with AI tools such as ChatGPT or Claude.
Whether you're setting up Escalator for the first time, creating a new escalation workflow, or updating an existing configuration, you can provide the schema along with a description of your requirements or an existing configuration file.
The AI assistant can help generate a configuration that you can review and import through Backup & Restore.
Note: AI assistants won't automatically know your Zendesk account settings. You'll need to provide or verify account-specific details, such as group, ticket form, and custom field IDs, before importing the configuration.
For more details, see the Escalator user guide.
Other improvements
We've also made a few additional improvements in this release:
- App version visibility: The current version is now displayed in the App settings screen, making it easier to check which version you're using.
- Problem ticket search: Updated to maintain compatibility with Zendesk API changes when searching by ticket number or subject.
- Behind the scenes: Updates to Escalator's underlying code and release infrastructure, including preparations for CDN-based delivery.
This release also includes minor interface fixes and reliability improvements across escalation and sub-ticket workflows.
Explore more of Escalator
Escalator helps teams create linked tickets, manage escalations, and work with internal teams or external partners, all within Zendesk.
Visit the Escalator product page to explore its features and see how it can support your team's workflows.
Not using Escalator yet? Start your free 14-day trial through the Zendesk Marketplace.
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