Escalator » User guide

Escalator helps Zendesk teams create and manage related tickets. Agents can escalate a ticket through an administrator-defined workflow, create or link sub-tickets, split a ticket into separate work items, and view ticket relationships without leaving the ticket workspace.

This guide covers setup and administration first, followed by the day-to-day steps for agents.

How Escalator works

Escalator supports two related but different workflows:

• Escalated sub-tickets are created from escalation paths configured by an administrator. The escalation can prefill the assignee, group, form, status, fields, tags, subject, message, and other settings. It can also ask the agent which comments and attachments to copy.
• Other sub-tickets are created or linked by an agent using the + Add menu. A new sub-ticket can start with minimal information or copy selected values from the current ticket.

Escalator displays the resulting parent, child, sibling, problem, and incident relationships in the ticket sidebar. The exact options agents see depend on the app settings and escalation paths configured by an administrator.

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Getting started

Install Escalator

1. Open the Zendesk Marketplace and search for Escalator, or open the Escalator Marketplace page directly.
2. Click Free trial.
3. Follow the prompts to select your Zendesk account and complete the installation.

Create the required app data field

Escalator needs an agent-only, multi-line ticket field to store ticket relationship data. Create this field before configuring the app.

1. In Zendesk Admin Center, go to Objects and rules > Tickets > Fields.
2. Click Add field.
3. Select Multi-line as the field type.
4. Set the field permission to Agent only.
5. Enter a clear internal title, such as Escalator data field, then click Save.
6. If your account uses multiple ticket forms, add the field to every form on which Escalator will be used.
7. Refresh Zendesk after adding the field.

Find Escalator in Zendesk

Open a ticket and look for Escalator in the app area. If the app is unpinned, click Apps in the right sidebar and select Escalator. If it is pinned, click Escalator directly.

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Understand the Escalator interface

Administrators see a three-dot Settings button in the Escalator pane. Agents use the escalation menu, the + Add menu, and the linked ticket list.

Escalation and sub-ticket menus

Administrators can restrict individual escalation paths by Zendesk group or role. An agent only sees the manual escalation options available to them.

Linked ticket relationships

The linked ticket list appears after a relationship has been created. Each item shows the ticket ID, status, and subject. Select a ticket to open it.

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Configure Escalator as an administrator

Open a ticket, click the three-dot Settings button in Escalator, then select App settings. Only administrators can change these settings.

Back up and restore settings

The Backup & Restore section lets you preserve or transfer the Escalator configuration as JSON.

• Backup: Select Copy to clipboard or Download as a file, then store the JSON securely.
• Restore: Paste valid backup JSON into the restore field or upload a JSON backup file.

Global configuration

Sub-ticket customization

These settings apply to non-escalation sub-tickets created from the + Add menu.

Choose which fields to copy

Select one of the following copy rules:

• Copy only the following fields: Only the selected system and custom fields are copied.
• Copy all fields, except for the following fields: All supported fields are copied except those selected.

Standard field choices include Assignee, Group, Requester, Priority, Tags, Type, Problem ID, Description, Collaborators, Followers, Shared with, Due date, Organization, Status, Subject, and Brand. Use the searchable picker to select custom fields by title.

Other sub-ticket settings

Default sub-ticket tags

Enter tags to apply automatically when an agent creates or links a non-escalation sub-ticket.

Organize escalation paths

Use the Escalation / sub-ticket management section to manage what agents see in the escalation menu.

• Escalation menu text: Replace the default Escalate to... label.
• Sort by name: Display escalation paths alphabetically.
• Sort by position: Display escalation paths in the order set by an administrator.
• Add folder: Group related escalation paths and create subfolders.
• Add escalation: Create a new escalation path at the top level.

Use the three-dot menu beside a folder to add an escalation or subfolder, rename the folder, or delete it. Deleting a folder also removes its contents, so create a backup first if you may need them later.

For more guidance, see Organize escalation paths in Zendesk with Escalator folders and sub-folders.

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Create and manage escalation paths

In App settings, open Escalation / sub-ticket management and click Add escalation. You can also create an escalation inside a folder from the folder's three-dot menu.

Name, tag, and visibility

Configure the new ticket

Choose which data is copied from the original ticket, then set any values the escalation should apply to the new ticket. Available options include:

• Assignee or take it
• Group, including Same group as parent
• Requester and CCs
• Status
• Ticket form
• Type and priority
• Tags
• Other supported system and custom fields

Set the subject and message

Enter a subject or select Same as parent. Add an initial public reply or internal note that agents can review before creating the ticket.

Use Zendesk placeholders and Liquid markup to insert values from the parent ticket. Put placeholders inside double curly brackets. For example:

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

Select View available placeholders in Escalator, or see the Zendesk Support placeholders reference. Satisfaction rating placeholders are not supported.

Choose how the ticket is created

Choose whether Escalator creates the sub-ticket immediately or opens it for the agent to review and edit first. Opening the ticket before submission is useful when agents need to personalize the message or verify field values.

Automatic escalation conditions

Add conditions when the escalation should run automatically, such as when a ticket contains a particular tag. Automatic escalations can run even when the path is hidden from the manual escalation menu or restricted by group or role.

Comments and attachments

Configure whether agents can select comments and attachment links to copy. When comments are copied, the agent can choose how they are added to the new ticket:

• Public replies
• Internal notes
• Same type as the first comment on the parent ticket (default)

Additional escalation settings

Email address and macros

Sent-out email address

Choose the support address used for outgoing public replies from the new ticket. You can use the default support address, select another available address, or use the same address as the parent ticket.

If the Zendesk Select an Address app is installed, enable Override "Select an Address" app email when Escalator's selected address should take precedence. This option is off by default.

Macros

Select any macros that should run after the escalation is completed. Confirm that the macro's actions do not conflict with values set elsewhere in the escalation.

Save the escalation

Click Save when the configuration is complete. Return to the management list to place the path in the correct folder or position. Reload Zendesk if the new option does not immediately appear in the agent menu.

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For agents: Escalate a ticket

The exact prompts depend on how your administrator configured the selected escalation.

1. Open the ticket and find Escalator.
2. Select the required path from the Escalate to... menu.
3. If prompted, select the comments to copy. Use the control beside the selected count to select or clear all comments.
4. If a selected comment has attachments, choose the attachment links to include. You can also use Select all or Select none.
5. If shown, choose whether copied comments become public replies, internal notes, or use the type of the first parent comment.
6. Click Done.
7. If Escalator opens the new ticket for review, check the requester, assignee, form, fields, subject, comment visibility, and attachments.
8. Click Submit to create the relationship and complete the escalation.

After submission, the child ticket shows its parent in Escalator, and the original ticket shows the newly created sub-ticket.

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For agents: Work with sub-tickets

Create a sub-ticket

Open the + Add menu and choose the option that matches the information you need.

Review the new ticket, make any required changes, then click Submit. The relationship does not exist until the new ticket is submitted.

Link an existing ticket

1. From the parent ticket, select + Add > Existing ticket.
2. Enter the ticket ID in Keyword or Ticket ID, or search using a relevant keyword.
3. Select the correct result. The selected ticket is highlighted and its ID appears in the field.
4. Click Add ticket.

The dialog initially shows recent and bookmarked tickets. Search results can display up to 20 matching tickets.

Unlink a ticket

When unlinking is enabled, an X appears on the linked ticket card. Select it and confirm the action. This removes the relationship but does not delete either ticket.

• For an escalated sub-ticket, the escalation path must allow the ticket to be unlinked after creation.
• For an other sub-ticket, Sub-ticket can be unlinked from parent after creation must be enabled in App settings.
• To unlink while viewing the child, Allow agents to unlink parent on child ticket must also be enabled.

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Split a ticket into multiple sub-tickets

Split a ticket when it contains separate issues that need different owners or workflows. For example, a request involving a billing error and a missing delivery can be divided into one sub-ticket for Finance and another for Dispatch.

1. Identify the separate issues and decide which team should own each one.
2. Open Escalator and select + Add.
3. Create a sub-ticket for the first issue using the appropriate new-ticket option.
4. Enter a specific subject, copy only the relevant context, assign the correct team, then submit the ticket.
5. Repeat for each remaining issue.
6. Add an internal note to the parent explaining how the request was split and where each issue is being handled.
7. Use the linked ticket list to monitor progress and update the customer according to your team's process.

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Advanced configuration

Export related ticket IDs to fields

Exported IDs make ticket relationships available for Zendesk reporting and account-specific automations.

1. In Zendesk Admin Center, go to Objects and rules > Tickets > Fields.
2. Create a Number field for the parent ticket ID.
3. Create a Text field for escalated ticket IDs.
4. Create a separate Text field for other sub-ticket IDs.
5. Open Escalator App settings > Global configuration.
6. Map each custom field to the corresponding export setting, then save.

Automate updates between related tickets

The exported parent, escalated, and other sub-ticket IDs can be used in account-specific Zendesk triggers and webhooks. For example, a change on a child ticket could apply a tag or another supported update to its parent.

More advanced workflows can send a direct JSON update through a webhook, including a comment or field change. These workflows require Zendesk API authentication and should be designed and tested by an administrator familiar with the Zendesk API.

Create a base configuration with ll-default

An escalation tagged ll-default acts as a base configuration for other escalation paths. Use it for values that should normally apply everywhere, such as a requester or common tags.

• If an individual escalation defines its own value, that value overrides ll-default.
• If an individual escalation leaves the value unset, it inherits the value from ll-default.

For example, if ll-default sets Requester Y and a specific escalation sets Requester X, that path uses Requester X. A path with no requester configured uses Requester Y.

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Troubleshooting and FAQs

Why can't an agent see an escalation?

• Check whether Hide from escalation list is enabled.
• Check the selected groups and roles. An agent must match at least one configured group or role.
• Confirm the escalation was saved and is in the expected folder.
• Reload Zendesk after configuration changes.

Visibility restrictions affect the manual menu only. They do not stop an automatic escalation from running.

What is the difference between Copy fields and Copy unsaved fields?

New ticket (copy fields) copies values last saved on the parent ticket. New ticket (copy unsaved fields) copies what is currently shown on screen, including changes that have not been submitted. When confirmation is enabled, Escalator identifies which source will be used before proceeding.

Why is the new ticket not linked to the parent?

The relationship is created only after the new ticket is submitted. Submit the new ticket, allow a short time for Escalator to finish updating the parent, then refresh or reopen the parent ticket. Also check whether New ticket is not linked to parent was enabled for the escalation.

Can I restrict an escalation to selected groups or roles?

Yes. Use Visible to groups and Visible to roles in the escalation settings. The fields use OR logic: matching any selected group or any selected role is enough. Leave both empty to make the path visible to all agents.

How do I stop Escalator from opening the app tray?

Enable Do not automatically open app tray under App settings > Global configuration.

Why does an automatic escalation not appear in the menu?

An escalation can be hidden from the manual list while remaining available to automatic conditions. This is expected when Hide from escalation list is enabled.

Why can't an agent unlink a ticket?

Unlinking must be enabled for the relevant ticket type. Check the escalation-specific setting for escalated sub-tickets and the Sub-ticket customization settings for other sub-tickets. To unlink from the child ticket, also enable Allow agents to unlink parent on child ticket.

Why does the copied ticket contain different values from the screen?

New ticket (copy fields) deliberately uses the last saved values. Use New ticket (copy unsaved fields) when the current on-screen changes should be included.

What should I do before making a large configuration change?

Download a current backup from Backup & Restore. Test the change with a limited escalation path or in a Zendesk sandbox where possible, then confirm agent visibility, copied fields, comment visibility, ticket links, and any macros or automations before wider use.

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