Escalator » Release notes

v2.7.15 (21 March 2025)

What’s new?

• Support added to override the Select Address app during escalation

Fixes

• Fixed rare issue where parent ticket wasn’t linked due to timing conflicts during updates

 

v2.7.14 (25 Feb 2025)

Fixes

• Fixed issue where non-multiselect fields weren’t copied to vendor tickets when set individually in config
• Fixed bug causing Word attachments to appear in descriptions due to Zendesk API change
• Fixed condition where descriptions sometimes failed to copy when “Auto-add comment” was enabled (more likely on slow connections)

 

v2.7.13 (13 June 2024)

What’s new?

• Added new settings to hide export fields, force data updates, and disable fields when needed

• Simplified how general settings are handled in the configuration

Fixes

• Fixed critical issue where large comments (65KB+) caused escalations to disappear

• Config panel fields now display in the correct order

• Deleted tickets can now be fully unlinked, regardless of unlinking settings

 

v2.7.12 (14 March 2024)

Fixes

• Fixed issue where auto-escalated tickets didn’t link to the parent

• Fixed rare bug causing escalation failures if the app was still loading macros with followers or CCs involved

v2.7.11 (6 March 2024)

Fixes

• Fixed issue where vendor tickets didn’t link to the parent if the Zendesk page was closed too quickly during escalation

 

v2.7.10 (29 February 2024)

Enhancements

• Moved “Copy from original ticket” settings for clearer layout

• Made the “Backup & Restore” button more prominent

Fixes

• Fixed “Same as parent” checkboxes incorrectly showing for multiselect and checkbox fields when “Copy field values” is on

• Fixed issues with dropdown resets and ticket saving

 

v2.7.9 (20 February 2024)

Fixes

• Fixed a bug where saving changes in the configuration could unintentionally clear escalation folder assignments

 

v2.7.8 (16 February 2024)

Fixes

• Addressed additional bugs from the previous release, including improvements to the “Open all tickets” feature and configuration screen stability

 

v2.7.7 (15 February 2024)

Fixes

• Fixed issues with comment selection, error form loading, and missing groups in escalations

• Minor translation, styling, and config screen improvements

 

v2.7.6 (28 November 2023)

Fixes

• Fixed a bug that prevented some escalation records from appearing in the dropdown for customers with large configs

 

v2.7.5 (15 November 2023)

Enhancements

• Increased the supported config field limit from 15 to 35 to better support large-scale setups

 

v2.7.4 (17 August 2023)

Enhancements

• Added placeholder tips to the configuration screen

• New setting to control immediate sub-ticket creation

Fixes

• Fixed raw HTML showing in escalated live chat tickets

• Sub-ticket section now auto-expands and shows up to 3 tickets by default
  
  

v2.7.3 (12 April 2023)

Fixes

• Fixed missing config button on new installs

 

v2.7.2 (29 March 2023)

Enhancements

• Minor styling updates and improved clipboard tooltips
  
  

v2.7.1 (21 April 2023)

Fixes

• Fixed an issue where sub-ticket parent links were not displaying correctly

 

v2.7 (14 March 2023)

What’s new?

• Display incident tickets directly inside problem tickets

• Added warning when trying to escalate a child ticket into a grandchild

Enhancements

• UI and design improvements across the app

Fixes

• Resolved issue preventing selection when there are over 100 comments

• Fixed bug where tickets couldn't be assigned to a group without an assignee
  
  

v2.6.1 (21 February 2023)

Enhancements

• Improved event tracking to support better insights

Fixes

• Fixed an issue where CCs or Followers weren’t always handled correctly

• Removed outdated settings

 

v2.6 (15 November 2022)

What’s new?

• Support for Zendesk’s new Lookup Relationship fields

Enhancements

• Added helper tooltips to configuration settings

Fixes

• Resolved issues with sidebar overlap, group-only assignments, and backup restores

• Improved configurator reliability
  
  

v2.5.5 (12 July 2022)

Enhancements

• Enabled analytics support to help improve app performance and usability over time (no agent-identifying information shared)

 

v2.5.4 (2 May 2022)

Fixes

• Fixed an issue where the app settings wouldn’t load on first install

• Fixed a bug that caused undefined tickets to appear when no child ticket was present

 

v2.5.2 (17 February 2022)

Enhancements

• Improved comment display, sidebar layout, and export options for sub-tickets and escalated tickets

Fixes

• Fixed an issue where parent ticket data wasn’t cleared when unlinked from a child ticket

• Addressed a problem where incorrect assignee selection caused other fields to fail to populate

 

v2.5.1 (25 October 2021)

Fixes

• Fixed an issue where macros set to run after escalation didn’t always trigger

• Fixed a display issue where the selected macro name didn’t appear correctly in the configurator

 

v2.5 (14 September 2021)

Enhancements

• Added “Same as parent” option for recipient

• Support for placeholders in the Requester field

• Improved the interface to prevent selecting duplicate fields in the main settings

Fixes

• Fixed a bug where the app wouldn't load if certain folder settings were used

 

v2.4.2 (13 August 2021)

Fixes

• Fixed an issue where the app failed to load if no escalations had a requester

• Added a fallback to ensure the app starts even when background loading is delayed

 

v2.4.1 (12 August 2021)

Fixes

• Fixed an issue where escalations wouldn't work if a vendor's configuration included placeholders

 

v2.4 (11 August 2021)

Enhancements

• Escalator now runs on a modern framework for better performance and maintainability

• Improved how Escalator stores data behind the scenes to reduce loading issues

Fixes

• Fixed several issues that could prevent updates from saving, cause data errors in specific setups, or stop the app from loading under certain conditions

 

v2.3 (16 June 2021)

What’s new?

• Sub-tickets can now be unlinked from parent tickets
• Backup & Restore is now available for saving and restoring your setup

Enhancements

• Escalation configs can be reordered for easier management

• Settings have been simplified and merged into a single view

Fixes

• Fixed an issue where duplicate escalators could overwrite each other
• Resolved app loading problems during escalation and form changes
• Checkbox settings now save correctly
• Admins can now access settings during an escalation
• Other minor bug fixes for improved stability
  
  
  

v2.2.9 (15 May 2019)

What’s new?

• New setting to auto-include first comment attachments when creating subtickets (can be configured via the GUI)
• New option “Add subticket (copy unsaved fields)” – copies the current field values from the screen instead of the ticket data

Fixes

• GUI configuration: fixed an issue where field selection occasionally didn’t work

Enhancements

• Improved performance when using Liquid markup/placeholders in vendor escalation
• Requester lookup in GUI now shows email and avatar

Fixes

• Fixed issue where applying a macro was overwritten by comment selection during escalation

What’s new?

• Option to automatically apply a macro when creating a vendor ticket (set via GUI)

Fixes

• Fixed issue with 'Inherit subject' setting not working

Fixes

• Sub-tickets are now sorted correctly in the list

Fixes

• Fixed issue in GUI configuration when ticket form is unavailable

What’s new?

• Support for placeholders/Liquid markup in configuration
• GUI configuration screen to set up vendors (YAML config deprecated), accessible via Settings button on tickets (admins only)

Changes

• If no group is defined for vendor ticket and agent is the ticket assignee, their default group is used instead of their first group

Fixes

• Attachments in comments now correctly included

Fixes

• Fixed issue where some escalated tickets didn’t appear in the list

Enhancements

• Improved app sizing when multiple escalated tickets are shown

Fixes

• Ticket list now correctly shows ticket names instead of 'vendor'

Fixes

• Fixed 'requester' placeholder (was showing assignee data)
• Fixed issue where parent ticket tags were wiped during escalation

What’s new?

• Support for 'ticket.organization.name' placeholder

Fixes

• Fixed blank screen when config is invalid
• Placeholders now function properly

What’s new?

• Rebuilt to support the new Zendesk App Framework (ZAF 2.0)

Fixes

• Escalator now prevents escalation of closed tickets

Fixes

• Fixed error caused by Zendesk’s 'Automatic Answers' beta feature

Fixes

• Vendor tags are now formatted correctly

Fixes

• Fixed issue where app title was missing

Fixes

• Resolved missing translation error for app title

Fixes

• Fixed JavaScript error when ticket has no assignee

What’s new?

• Allows status to be inherited or manually set

What’s new?

• Inherit custom fields, assignee, and tags from parent ticket
• Support for placeholders in subject and comment

Enhancements

• Attachments now open in a new window