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Escalator User Guide (v2)

1. Overview

Escalator is an app designed to help agents manage complex or multi-issue tickets by giving them an easy way to link, split or escalate tickets. It's been designed to be easy to use, while supporting a wide range of workflows, processes and business rules.

Escalator helps break down complex tickets into smaller, more manageable pieces. Agents can do this in one of two primary ways:

  1. Escalations - Call in assistance from vendors, experts or even just specific agents using a separate, linked ticket.
  2. Splitting tickets - Separate out specific sub-problems, so they can be handled independently of the main ticket.

Escalator also allow agents to link related tickets, whether from the same end-user or a different one. This can be helpful for highlighting previous solutions, earlier interactions, or adding any number of useful connections.

An example

ABC Widget Inc is a manufacturer that sells it's products online, though it's own website. It manage the content on the website internally, but contracted a separate company to build and support the website. One day they receive a ticket from a customer. The customer is getting an error while trying to place an order. They also mention some poorly worded product descriptions and would like help updating their address in the order system.

The assigned agent immediately sees that there are three separate problems. The agent is able to update the customer address, so she does that. The other two issues require additional help. The agent escalates the website error to the external developer who manages the website, asking them to look into it. The agent copies over the error message and a few other relevant details. She also creates a sub-ticket, assigning it to the Marketing department, notifying them of confusing wording. The agent then updates the customer, letting them know the address is corrected and she's waiting to hear back on the other issues.

The next day, as the agent is reviewing tickets, she sees both sub-tickets have been updated. She opens each linked ticket to see each issue has been resolved. She send a message to the customer, letting them know and marks the ticket as solved.

About the user guide

This guide is written based on version 2.2 of Escalator.

2. Installing Escalator

You can install Escalator via the Zendesk Apps Marketplace.

Once it's been installed, some additional setup is required before Escalator can be used. Specifically, you'll need to set up custom ticket field. This field is used for storing data and keeping track of escalations and sub-tickets for the current ticket.

Adding a data field

To create a custom ticket field, go to your Zendesk settings and click on Ticket Fields. On the next screen, click the Add field button on the right-hand side. Select Multi-line.

New custom field

Under permissions, choose Agent only and enter a name in the Title shown to agents box. The field will be hidden from agents while the app is running, so the title is only used to help admins identify the field.

New multi-line field

NOTE: If you have more than one ticket form set up, be sure to add this new field to each form.

After you've created the field and added it to add ticket forms, you'll need to reload the browser page before the field is visible on tickets and accessible to the app.

3. Basics

3.1 User interface

Escalator app user interface

Working down from the top, you have:

Settings button
When logged in as an admin, you'll see this 'cog' icon, which is a button. Click on it to open the settings dialog.

Escalate drop down
This is the list of pre-configured escalations agents can use.

Linked tickets
Below the dropdown is the Linked tickets section. Depending on the relationships the current ticket has with other tickets, what is display will vary. For each associated ticket, the ticket id, status and subject are shown. Sometimes additional information is included, like the name of the escalation used. You can click on the ticket to open it.

  • Parent Ticket - The current ticket is the result of an escalation or an agent using the sub-ticket dropdown.
  • Sibling Tickets - This will be displayed if the current ticket has a parent ticket, but there are other sub-tickets off the parent ticket.
  • Sub-tickets - These are sub-ticket created from or linked to the current ticket.

Sub-ticket dropdown
To the right of the sub-ticket heading is a button labelled + Add. This is a dropdown menu and will allow you to create sub-tickets or link existing tickets.

3.2 How to use

3.2.1 Difference between escalations and sub-tickets

While escalations and sub-tickets seems similar, and they are, there are a few important distinctions. First, escalations give admins more control over the properties and fields on the new sub-ticket. It also prompts the agent to select the comments and attachments to copy over. Sub-tickets are either blank to begin with or are a copy of the current ticket. Agents then must customize the ticket, depending on the purpose and assignee of the new ticket.

4. Escalating tickets

4.1 Selecting a target

Escalation dropdown

To escalate a ticket, an agent simply chooses an escalation from the dropdown list in the app. When they do that, a new ticket tab is opened and a dialog appears, prompting the agent to select the comments and attachments they'd like to bring over. Once this has been done, the agent submits the new ticket and the process is complete.

4.2 Copying comments and attachments

Comment dialog

To select individual comments to be included, click the circle to the right of the comment. Selected comments have a filled in circle with a checkmark, unselected comments have an empty circle. To quickly select or de-select all comments click the circle at the top, to the right of the x / y comments selected label.

Attachments

If a comment has attachments, they'll be listed below the comment. To include attachments on the escalated ticket, select the comment and click the circle at the bottom right corner of the attachment. You can also select all/none using the link next to the Attachments heading.

5. Sub-tickets

5.1 New ticket

Sub-ticket dropdown

To create a completely empty sub-ticket, click the sub-ticket dropdown and choose New ticket. A new ticket will open. The only value populated is the ticket subject. Fill in the fields you'd like and click the Submit button to complete the process.

IMPORTANT: This is probably obvious to most people, but the association isn't created until the new ticket is submitted. Don't forget to submit the new ticket!

5.2 New ticket (copy field)

To create a new ticket, copying values from the current ticket, click the sub-ticket dropdown and choose New ticket (copy field). Like the previous option, a new ticket will open, but this time some all the fields on the parent ticket with values, will be copied over to the new ticket.

To customize which field values are copied to the new ticket, use the Copy only the fields listed below and Fields to copy or exclude options in the app settings.

5.3 Existing tickets

To link an existing ticket, click the sub-ticket dropdown and choose Existing ticket. A dialog will then appear. By default, recent and bookmarked tickets are displayed.

NOTE: You can manage bookmarked tickets using the Quickie PLUS app, also available in the Zendesk App Marketplace.

If you know the id of the ticket you want to link, enter it in the Keyword or Ticket ID: field. If you don't have that, you can use the same box to search for a specific ticket. After a short delay, the ticket listing below the box will update with up to 20 matching tickets.

To select a ticket, click on it. The Keyword or Ticket ID: box will update to display the ticket id. You can easily identify the currently selected ticket by it's green border. To clear the selection, remove the ticket id from the Keyword or Ticket ID: box.

When you've selected the ticket you want to link, click the Add ticket button and the association will be created. Click Cancel to dismiss the dialog without creating a link.

5.4 Unlinking

You can't unlink parent tickets or sibling tickets, only sub-tickets. To do that, simply click the 'X' to the right of it's subject. A confirmation dialog will appear where you can cancel the action or proceed.

Unlink dialog

Unlinking removes the connection between the tickets. There's no undo, but you can restore the link using the Existing ticket option on the sub-ticket dropdown.

6 Configuration

6.1 Overview

The recommended way to update the app settings is using the built-in settings dialog. Only admin users have access to it.

6.2 Settings dialog

Settings icon

To open the settings dialog, log in as an admin user, open a ticket and then click the 'cog' icon near the top of the app.

Settings dialog

The dialog is split into two columns. On the left are the general app settings. On the right are escalations.

6.2.1 App settings

  • name - The is the name of the app, displayed at above the main interface in the ticket sidebar and at the top of dialogs.
  • Data field - This is the custom ticket field used to track sub-tickets and escalations for a ticket.
  • Default Tags - In this field, you can specify tags to be added when create new sub-tickets or linking existing tickets.
  • Copy only the fields listed below - This option is used together with Fields to copy or exclude. When checked, only the field ids in the Fields to copy or exclude setting are copied. When unchecked, the field ids in Fields to copy or exclude are not copied when creating a new ticket.
  • Fields to copy or exclude - Fields to copy of exclude when creating a new sub-ticket. Described above.
  • Do not open app tray automatically - By default, Escalator will open the ticket apps tray when loading, if the apps tray is closed. Check this option to disable this behavior.
  • Escalator Data Field (optional) - If you have an older version of Escalator installed, you can add the field id here so that Escalator will import the old date for tickets that have it.

6.2.2 Escalations

In this column is a list of configured escalations. There will always be at least one item here, named Default.

The Default escalation - These are fields and values you want used with every escalation. Other escalations can override these, but if they don't, these defaults will be used. You can edit this, but not delete it.

6.3 Adding/Editing Escalations

Click the Add escalation button to create a new escalation. Click on the edit button on the right side of the escalation table to edit an existing configuration.

On the screen that appears, set any fields or ticket properties you want used with the new escalation. You have access to most fields that would appear on a ticket.

6.3.1 Required fields

Required fields

There are only 3 required fields:

  • Escalation Name - The name of the escalations, as it appears in the dropdown in the ticket sidebar, as well as the settings dialog.
  • Escalation Tag - The tag is an internal id used by the app for each escalation. It's also added to the sub-ticket, prefixed with vendor_ticket_. i.e., If the tag for the escalation was microsoft, the tag added to the sub-ticket would be vendor_ticket_microsoft. This makes it easy to identify escalated tickets using it's tag.
  • Requester - Set this to the person you want to escalate to. While this seems counter-intuitive, it allows you to escalate tickets to people who aren't agents in your Zendesk, like external vendors.

6.3.2 Special escalation options

Escalation options

There are a few additional options that you won't find on a ticket

  • Allow public comments to be included - Public comments on the parent ticket can be copied to the sub-ticket
  • Allow private comments to be included - Private comments on the parent ticket can be copied to the sub-ticket
  • Allow comment attachments to be included - Attachments on the parent ticket can be copied to the sub-ticket
  • Vendor ticket to have same fields as original ticket - Fields from the parent ticket are copied to the sub-ticket, unless overridden.
  • Vendor ticket to have same tags as original ticket - Tags from the parent ticket are copied to the sub-ticket, unless overridden.
  • Allow vendor ticket to be escalated again - Limit or allow sub-tickets from being escalated further.

6.3.3 Placeholder values

When setting the subject or description on sub-ticket, Escalator allows you to insert values from the parent ticket. You use placeholders to indicate what values should be inserted. To use a placeholder, put the value inside double curly brackets. For example:

This is a subticket of {{ticket.id}}
The original ticket subject was: {{ticket.subject}} 
assigned to {{ticket.assignee.name}}

The app supports all Zendesk ticket placeholders (except satisfaction rating).

Full list of supported placeholders can be found here: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference

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