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User guide | Escalator

Contents
    1. Overview
      Introduction to Escalator and its capabilities for enhancing ticket management through features like linking, splitting, and escalating tickets within Zendesk.
      1. Key features
      2. Benefits
      3. Practical applications
    1. Installation and setup
      Step-by-step guidance on integrating Escalator into Zendesk, covering installation and initial configuration for optimal functionality.
      1. Installing Escalator
      2. Initial Zendesk configuration
    1. User interface
      Overview of Escalator's UI, including how to access and use key features like escalation and sub-ticket management tools.
      1. Find Escalator
      2. Settings button
      3. Escalation dropdown
      4. Sub-ticket dropdown
      5. Linked tickets list
      6. Escalating a ticket vs creating other sub-tickets
    1. App settings
      Explanation of app settings for customizing Escalator's operations, including global configurations and ticket handling options.
      1. Global configuration
      2. Sub-ticket customization
      3. Sub-ticket tag defaults
      4. Escalation / sub-ticket management
    1. Escalation process
      Detailed instructions for setting up and executing escalations, from defining details to communication and automation.
      1. Escalation details
      2. Field settings for the new (child) ticket
      3. Communication preferences
      4. Sub-ticket creation process
      5. Auto-escalation conditions
      6. Ticket comments
      7. Other settings
      8. Macros
      9. Save escalation
    1. Escalating a ticket
      Simplified guide to escalating a ticket, highlighting the process from setup to submission using Escalator.
    2. Setting up sub-tickets
      Guidelines for managing sub-tickets, including creation, linking, and detachment to streamline issue resolution.
      1. Adding a new sub-ticket
      2. Linking to an existing ticket
      3. Unlinking sub-tickets
    1. Splitting a ticket into multiple sub-tickets
      Simplified guide to splitting a ticket to allow dedicated focus on each distinct concern within a customer's inquiry.
    2. Auto-update parent ticket from child ticket
      Setup for automatic updates from child to parent tickets, facilitating seamless ticket management across related issues.
      1. Add custom field
      2. Enable export parent ticket ID feature
      3. Add API token
      4. Configure webhook
      5. Add trigger for parent ticket update
      6. Complete webhook setup
      7. Troubleshooting tips
    1. Auto-update child tickets from parent ticket
      Steps for configuring automatic updates from parent to child tickets to ensure consistent and efficient ticket resolution.
      1. Add custom field
      2. Enable export sub-ticket IDs feature
      3. Add API token
      4. Configure webhook
      5. Add trigger for child ticket update
      6. Complete webhook setup
      7. Troubleshooting tips
  1. Best practices
    Maximize your utilization of Escalator with essential optimization tips.
  2. FAQs
    Find answers to common questions and troubleshoot common issues.
  3. Conclusion
    Explore key takeaways and discover next steps for an enhanced Escalator experience.

 

Overview

Escalator is an innovative Zendesk app designed to streamline the handling of complex or multi-issue customer tickets. With Escalator, agents can easily link, split, or escalate tickets to manage them more effectively. This guide introduces features that support a wide range of workflows and business rules, aiming to enhance your customer service experience by making ticket management more efficient and collaborative.

 

Key features

Escalator offers a suite of features designed to optimize the ticket management process. These tools empower agents to handle customer issues more effectively, ensuring that every ticket is managed with precision and care. Here's a closer look at the core functionalities that make Escalator an essential tool for customer support teams.

Escalations
Engage with external vendors, experts, or specific agents through separate but linked tickets, bringing in the necessary expertise to resolve issues.

Splitting tickets
Tackle complex tickets by dividing them into smaller, more manageable parts, each addressed independently.

Linking related tickets
Create a network of related tickets to give agents a holistic view of past solutions and interactions, regardless of whether they're from the same or different users. This approach fosters valuable connections for enhanced support.

Tracking incidents
Incidents and their corresponding problem tickets are displayed reciprocally, providing agents instant visibility into the scope of ongoing issues and their effects.

 

Benefits

Using Escalator can make a big difference in your customer support tasks. It makes internal processes smoother and boosts customer satisfaction and team collaboration. Explore how Escalator's features translate into real-world improvements for both agents and customers.

Enhanced collaboration
Facilitates seamless cooperation between different departments or teams, ensuring that all aspects of a customer's issue are addressed promptly.

Scenario: A telecommunications company receives a ticket about a service outage affecting a customer. The agent uses Escalator to involve both the technical team for diagnosing the outage and the customer service team for managing communication, ensuring collaborative and timely resolution.

Increased efficiency
Reduces the time spent managing tickets by allowing agents to split, link, and escalate issues directly within the system.

Scenario: An online bookstore agent receives a complex ticket about an order that includes incorrect billing, a delayed shipment, and a query about a book's availability. Using Escalator, the agent quickly escalates the billing issue to the finance department, the shipment delay to logistics, and addresses the availability query directly, all within a unified interface.

Improved resolution times
By directing specific issues to the appropriate experts or departments, Escalator helps in resolving complex tickets faster.

Scenario: A software company deals with a bug report that also includes feature requests. The support agent escalates the bug to the engineering team and the feature requests to the product management team through Escalator, significantly reducing the resolution time by directing issues to the right experts.

Better customer satisfaction
Ensures comprehensive issue resolution with minimal customer effort, leading to improved satisfaction and loyalty.

Scenario: A travel agency receives a ticket from a customer facing issues with a holiday package. The agent uses Escalator to address the customer's immediate concerns and escalates their feedback to the package management team for future improvements, enhancing overall customer satisfaction with proactive service.

Streamlined workflows
Supports a wide range of workflows, making it adaptable to various business rules and processes.

Scenario: A healthcare provider's support team uses Escalator to manage patient inquiries, routing medical questions to healthcare professionals, billing issues to the finance department, and appointment requests to the scheduling team, streamlining complex workflows.

 

Practical applications

Escalator is versatile, fitting into various operational frameworks from multi-departmental organizations to focused customer support teams. Discover how different team setups can leverage Escalator to enhance their service delivery and operational efficiency.

Multi-departmental organizations
Companies with specialized departments, such as logistics, marketing, and IT, that must collaborate to resolve customer issues.

Scenario: A large retail chain utilizes Escalator to manage customer feedback on products and services. Customer service agents escalate product-related feedback to the merchandising department and service feedback to store management, facilitating effective inter-departmental collaboration.

Customer support teams
Teams that handle a high volume of complex tickets requiring input from multiple team members or departments.

Scenario: A technology firm's support team uses Escalator to manage incoming tickets regarding software issues, feature requests, and subscription changes. The tool allows them to escalate different issues to the respective teams efficiently, ensuring that each ticket is handled by the most appropriate team member.

E-commerce platforms
Businesses that manage online sales and need to coordinate between fulfillment, customer service, and technical support to address customer inquiries.

Scenario: An e-commerce platform specializing in handmade goods uses Escalator to address a ticket involving a damaged item, a missing delivery, and a payment refund. The support team escalates the issues to the fulfillment, shipping, and finance departments respectively, demonstrating Escalator's utility in a complex e-commerce operation.

Service providers
Organizations offering a range of services that may require troubleshooting, scheduling, or coordination between different service teams.

Scenario: A digital marketing agency employs Escalator to manage client requests ranging from campaign adjustments to billing inquiries. By escalating technical requests to the IT department and billing questions to accounts payable, Escalator helps maintain a smooth flow of operations and client satisfaction.

Whether you're in a large organization with various departments or a small support team, Escalator offers practical tools for tackling complex customer support challenges. It streamlines the process of managing tickets, enabling agents to work more cohesively and effectively.

 

Installation and setup

Properly integrating the Escalator app into your Zendesk environment is the first step towards transforming your customer support workflow. This section guides you through the seamless installation process from the Zendesk Apps Marketplace and walks you through the essential configuration steps.

 

Installing Escalator

Begin by navigating to the Zendesk Apps Marketplace. Search for Escalator and select the app. You can also use this direct link to visit the Escalator page on Zendesk. Click Free trial, then follow the on-screen instructions to install it within your Zendesk environment. This process integrates Escalator into your support toolkit, opening up new avenues for managing customer tickets.




 

Initial Zendesk configuration

After installation, a crucial setup step is to configure a custom ticket field. This field is vital for Escalator’s operation, as it stores important data related to escalations and sub-tickets, ensuring smooth tracking and management within each ticket.

1. Zendesk settings
In your Zendesk dashboard, go to Admin Center, then find and click Fields under Objects and rules > Tickets to begin the process of adding a new field.



2. New field
Click the Add field, found on the right side of the screen. 



3. Right field type
When adding a new field, you'll be presented with various field type options. For Escalator's functionality, select Multi-line. This field type is specifically designed to accommodate the versatile data input Escalator utilizes for tracking and managing ticket escalations and sub-tickets efficiently. Its flexibility ensures that all necessary information can be captured and stored within each ticket.



4. Field permissions
Set the field’s permissions to Agent only. This setting ensures that the field is visible and editable by agents for internal use but remains hidden from end-users. Name the field appropriately in the Title shown to agents box. Remember, this title is for administrative recognition since the field will be invisible to agents during app operation. Make sure to click Save for changes to apply or Cancel to exit without making changes.



5. Ticket forms
If your setup includes multiple ticket forms, ensure this new field is added to each one to maintain consistency across your support platform.





6. Final setup
With the new field created and added to your forms, refresh your browser page. This action updates the interface, making the field visible on tickets and ready for use by Escalator.

Note: Completing these steps is crucial for activating Escalator's full capabilities, enabling your team to efficiently link, split, and escalate tickets as part of your support workflow.

 

User interface

Before we jump into App settings and Escalation settings, let's check out where to find Escalator and what the app looks like to your agents.

 

Find Escalator

Once installed, easily locate the Escalator app on Zendesk's right sidebar menu.

Side bar | Unpinned


1. Click Apps on the right sidebar menu.



2. A new tab will appear, showing all available apps. Here you will find the Escalator interface.




Side bar | Pinned

1. Click Escalator on the right sidebar menu.



2. A new tab will appear, showing the Escalator interface.



Note: If you are unable to find Escalator in the usual sidebar location, it may be due to the use of Zendesk's custom layout feature or contextual workspace feature by your administrator. In such cases, Escalator could be positioned in a different part of your Zendesk interface, such as the middle column or another custom location. If unsure, consult your Zendesk administrator for the exact location of Escalator in your workspace.

 

Settings button

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



Note: When you first access Escalator after initial installation and setup, you will encounter this warning:



Find the steps to remove the initial warning in the App settings section of this guide.

 

Escalation dropdown

Below the app name, there is a dropdown menu labeled by default as Escalate to.... This dropdown is where the agent can choose an escalation path or a department to which the ticket should be escalated.



This dropdown menu is empty at the start, but admins will be able to pre-configure escalations that agents can view and select here.



 

Sub-ticket dropdown

Next to the escalation dropdown, there's another dropdown labeled + Add.



This menu offers options to create new sub-tickets or link existing tickets.



You can read more about these options in the Setting up sub-tickets section of this guide. 

 

Linked tickets list

Below the dropdown is the Linked tickets list section. You will not see this section if the ticket does not have any tickets linked to it.



Once you've done an escalation or created other sub-tickets, you will see information on the linked tickets here. Depending on the relationships the current ticket has with other tickets, what is displayed will vary.

Incidents linked to a problem ticket (and vice versa) also appear on Escalator once set up on Zendesk.

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.


Sub-tickets
These are tickets created from or linked to the current ticket. Sub-tickets are made either via escalation or the + Add option.




Parent ticket
The current ticket is the result of an escalation or the + Add option.




Siblings tickets
These will be displayed if the current ticket has a parent ticket, but there are other sub-tickets off the parent ticket.

If the current ticket is an incident linked to a problem ticket on Zendesk, the problem ticket will be displayed.



Note: You would first need to enable this in sub-ticket customization:




Incident tickets
If the current ticket is a problem ticket, all incidents linked to the ticket will be displayed.



Note: You would first need to enable this in sub-ticket customization:




Escalating a ticket vs creating other sub-tickets

While escalated sub-tickets and sub-tickets created via + Add seem 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 via + Add 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.

For clarity, you might differentiate them as follows:

Escalated sub-tickets
These are sub-tickets that result from an escalation process, where a ticket is elevated to a higher level of support, a specialized department within the organization, or an external vendor. Escalated sub-tickets often inherit certain properties from the parent ticket, such as tags or specific data fields, and are linked to the parent ticket's lifecycle.

Other sub-tickets
These are sub-tickets created independently of an escalation process, via the + Add option,  possibly for organizing complex issues within a ticket or separating different issues reported in a single ticket. They might not inherit any properties from a parent ticket and can be managed more flexibly.

 

App settings

After installation and Zendesk configuration, you will notice this message appearing on the Escalator app:



To access App settings and get started, click the Settings button in the Escalator app pane.





The App settings panel is where you can customize various options for the Escalator app, including the required app data field configuration. It's divided into four sections:

- Global configuration
- Sub-ticket customization
- Sub-ticket tag defaults
- Escalation management




 

Global configuration

This section is where you'll configure the essential aspects of the app that are necessary for its basic operation.



These settings include options like defining the app data field, setting up ticket field mappings for parent and sub-ticket IDs, and other fundamental operational parameters.


App data field (required)
This dropdown menu is essential for the app's functionality. You must select the appropriate field from your system that the app will use to store ticket data.



Here, the multi-line field we created earlier, named Escalator data field, is selected.



Once the app data field has been selected and saved, the warning message on the Escalator app will no longer appear.




Export parent ticket ID to field (optional)
If you wish to track the parent ticket ID within another field in your system, select the desired field from this dropdown menu.




Export sub ticket IDs to field (optional)
To keep a record of sub ticket IDs in a separate field, choose the relevant field from this dropdown menu.




Export escalated ticket IDs to field (optional)
For tracking escalated ticket IDs, select an appropriate field from this dropdown menu.




Do not automatically open app tray
This checkbox, when ticked, prevents the app tray from opening automatically. Check this option if you prefer to manually control when the app tray is accessed.




 

Sub-ticket customization

This section focuses on the specific adjustments you can make to non-escalation sub-tickets created with the + Add button. 



These settings allow for detailed control over how sub-tickets are generated and managed, separate from the main escalation process.



For "New ticket (copy fields/copy unsaved fields)" feature

This dropdown allows you to control the data copied into new sub-tickets.



It gives you two options:

Copy only the following fields
With this option, only the fields you specifically select will be copied from the original ticket to the new sub-ticket. It's useful for ensuring that each sub-ticket contains only the most pertinent information, reducing clutter and focusing the agent’s attention on the most relevant details.

Copy all fields, except for the following
This option allows all fields from the original ticket to be duplicated into the new sub-ticket, except for those you designate not to be copied. It's a time-saver when most of the original ticket data is relevant, but you want to exclude certain details that aren’t necessary for the resolution of the sub-ticket.


Fields to copy or exclude
You'll find this text input field directly following the options for what fields to copy when creating new sub-tickets. This is where you can specify exactly which fields should be replicated in the sub-tickets or which ones to omit. Supported values are: assignee, group, requester, priority, tags, type, problem_id, description, and custom field ID. Separated by commas.



To include fields, simply enter the field names or IDs you want to be copied into new sub-tickets. This is useful when you have identified specific fields that consistently need to be transferred to continue the support process in a sub-ticket.

To exclude fields, list the field names or IDs that you do not want to copy into new sub-tickets. This helps in avoiding duplication of non-relevant information, keeping sub-tickets clean and focused on the issues at hand.

For example, if you want to exclude a field like "Internal notes," which may not be necessary for a sub-ticket, you would enter this field's name or ID in the "Fields to copy or exclude" input field under the "Copy all fields, except for the following" option.

By customizing which data is transferred to sub-tickets, you maintain control over the ticket's content, ensuring that agents have the exact information they need without unnecessary noise.



Auto include ticket attachments
Activating this feature saves time by automatically adding the attachments of the original ticket (first comment) as links upon sub-ticket creation.




Show attachments selection
This feature provides flexibility, allowing you to handpick which file attachments to carry over to the new sub-ticket as links.




Show both attachments & comments selection
Enhance your ticket's context by choosing specific comments and attachments that will help in resolving the new sub-ticket.




Show oldest comment first in comment selector
Organize the comment history for easier review by displaying the oldest entries first, helping you trace the conversation from the beginning.




Do not copy description formatting, just copy it as plain text
Keep ticket descriptions clean and distraction-free by converting them to plain text, removing any original formatting.




Sub-ticket can be unlinked from parent after creation
Gain the ability to detach a sub-ticket from its parent, granting independence to issues that no longer need to be associated.




Allow agents to link/unlink sub-ticket during creation
Empower your agents with the choice to establish or remove links between tickets right from the start, offering immediate control over ticket relationships.




Show problem / incident tickets
Ensure visibility of related problems or incidents by displaying these ticket types, which may influence how the new sub-ticket is handled.




Warn when attempting to add grandchild
Avoid complicating the ticket hierarchy by receiving alerts if there's an attempt to nest tickets too deeply, which could make tracking and resolution more complex.




 

Sub-ticket tag defaults

This section allows you to pre-define tags that will be automatically assigned to new sub-tickets and existing sub-tickets, streamlining the tagging process and ensuring consistency.



New sub-ticket
Tags entered here will be automatically added to any new sub-tickets created. This helps in categorizing and identifying new issues quickly.




Existing sub-ticket
When creating a sub-ticket from an existing one, the tags specified in this field will be applied. It ensures that ongoing issues maintain their categorization for continuity and easy tracking.




Parent of new sub-ticket
This setting allows you to add tags to the parent ticket when a new sub-ticket is created from it, helping you keep a clear record of the parent ticket's evolving issue history.




Parent of existing sub-ticket
Similarly, when a sub-ticket is created from an existing one, you can define tags to be added to the parent ticket, which can be useful for backtracking and analytics.




 

Escalation / sub-ticket management

This section allows you to customize how tickets are escalated and how sub-tickets are organized within the app.




Escalation menu text
This field is where you can define the label that appears in the app for the escalation menu, so you can replace the default Escalate to... to something that works better for you. It acts as the prompt for users when they need to escalate a ticket to another team or department.



Sort 
This interactive element, represented by an "A-Z" icon, allows you to order your escalations and sub-tickets according to different criteria for easier navigation and selection.



When you click this button, you'll see the following options:

Sort by name
Arranges your escalation paths and sub-ticket templates alphabetically by their names. This is particularly useful when you have a long list and need to find options quickly.

Sort by position
Organizes the list based on the order or position you have set, which might represent your workflow's priority or the frequency of use for each escalation path.



Select the sorting method that best suits your team's needs to streamline the ticket escalation process and sub-ticket management.


Add folder
Create a structured hierarchy for your escalations and sub-tickets by adding new folders. This helps in categorizing related items for quick access and efficient management.



Click the Add Folder button to start organizing your escalations and sub-tickets into a neat structure. A new, untitled folder will appear in the list.



After creating a folder, you can further manage it by clicking the three-dot menu icon next to the folder name.



This action will present you with a small menu with the following options:

Rename
Change the folder's name to better reflect its contents. You can rename it according to the category or type of escalations and sub-tickets it will contain, such as "Technical issues" or "Customer feedback."

Delete
Remove the folder and its contents if no longer needed.

New escalation
Add a new escalation directly within this folder.

New folder
Create a sub-folder to further categorize your items, enhancing organization.



Make sure to click Done to save any changes or Cancel to exit without making changes.



By effectively using folders, you can ensure that your escalation and sub-ticket system is well-organized, making it easier for agents to navigate and utilize these configurations during their support workflows.


Add escalation
This prominent blue button is designed to help you quickly add new escalation paths. By clicking this button, you can define a new set of criteria and actions for when a ticket needs to be escalated to a higher level of support or a specialized department.




 

Escalation process

When you click the Add escalation button, a form appears where you can specify the details of the new escalation process.



 

Escalation details

The initial phase of setting up a new escalation route is to establish its core identifiers. This includes giving the escalation a name and tag that clearly describe its purpose and help you monitor its usage. These identifiers are not only crucial for organizing and tracking but also for ensuring that the escalation process aligns with your team's workflows and the specific needs of your support scenarios.


Escalation name
This is a required field and is the formal title of the escalation path. It should be concise yet descriptive enough to convey the essence of the route at a glance.




Escalation tag
Tags function as unique identifiers and can trigger additional workflows or reporting metrics. If you leave this field blank, the system will generate a default tag derived from the escalation name, ensuring every escalation route is uniquely marked for tracking and reference. It's also added to the sub-ticket, prefixed with "vendor_ticket_". For instance, naming your escalation "Microsoft" without specifying a tag will result in the automatic creation of a tag labeled "vendor_ticket_microsoft". This makes it easy to identify escalated tickets using its tag.




Hide from escalation list
Select this option if you wish to exclude this particular escalation route from the general list that agents see. This can be useful for keeping the list uncluttered by hiding rarely used or highly specific escalation paths that are not relevant to all agents. When checked, this escalation will only be available to those who know of its existence or when specific conditions are met, ensuring a cleaner interface and focused workflow. Carefully consider which escalations should be readily available for all agents and which ones might benefit from being selectively displayed.


This step is the foundation of your escalation route, as it will define how it's recognized and utilized within your team. Take the time to choose names and tags that are intuitive for your agents and align with your overall support strategy.


 

Field settings for the new (child) ticket

In addition to naming and tagging your escalation, you'll configure several other details to ensure the new ticket meets your workflow requirements.

Copy from original ticket
Choose what data to copy to the escalation ticket from the original ticket before applying other changes.




Assignee
Choose who will be responsible for the escalated ticket. You can assign it to a specific agent or assign it to yourself by clicking take it. Click Reset to start over.




Same group as parent
Check this box if you want the escalated ticket to automatically go to the same group as the parent ticket.




CCs
Add any additional stakeholders or team members who need to be kept in the loop by receiving copies of the correspondence.




Status
Set the starting status of the escalated ticket, such as Open, Pending, or Solved.




Ticket form
If you use multiple ticket forms, select the appropriate one for the escalated ticket.




Type and priority
Classify the escalated ticket by its nature (Question, Incident, Problem, or Task) and its urgency (Low, Normal, High, or Urgent).




Tags
Add any relevant tags to help categorize and filter the escalated ticket in your system.




Other fields
Fill out any other fields as needed.

By thoroughly setting these parameters, you can tailor the escalation process to fit seamlessly into your existing ticket management system, ensuring consistency and clarity in how escalated tickets are handled.

 

Communication preferences

Define the tone, clarity, and direction of the information exchange, ensuring that escalation messages align with the customer's needs and the organization's service standards. Whether it's crafting a subject line that captures the essence of the escalation or choosing between public replies and internal notes, this section empowers agents to convey the right message at the right time.


Subject
Define the subject line for the escalated ticket. You can also instead select the Same as parent option.




Public reply / Internal note
Select whether the additional information you provide will be sent as a public reply visible to the customer or an internal note for internal communication among support agents.




Placeholders and Liquid Markup

Utilize placeholders and Liquid Markup language to dynamically insert ticket information into the subject and description fields from the parent ticket. You use placeholders to indicate what values should be inserted.




Click View available placeholders for a list of variables you can use to customize your escalation messages.



To use a placeholder, put the value inside double curly brackets. For example:

This is a sub-ticket 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). Visit Zendesk Support for a full list of supported placeholders.

 

Sub-ticket creation process


Decide if you want the sub-ticket to be created immediately, or if you prefer to review it first. This is particularly useful for ensuring that all necessary information is in place before the ticket is escalated.




 

Auto-escalation and conditions


Define conditions under which the ticket will automatically escalate, such as specific tags.


 

Ticket comments

Control how comments are copied over to the new ticket, such as including public, private comments, or attachments.






 

Other settings

These include options like allowing a ticket to be escalated multiple times or specifying link/unlink permissions.



You also have the option to choose the sent-out email address.



 

Macros

Apply any macros that should run after the escalation is complete.




 

Save escalation

Once all the necessary information is filled out, you can save the new escalation route by clicking the Save button, or cancel the process by clicking Cancel.



Here is an example setup with an escalation list, showing the pathways to different departments:




 

Escalating a ticket

Follow this illustrative guide to understand the escalation process within the Escalator app. Keep in mind that your experience may vary based on your unique App settings and Escalation settings

1. Click Settings.



2. Click + Add Escalation.



3. You will now see the Escalation settings panel.



4. Enter an Escalation name and, optionally, an Escalation tag. If you leave the tag field blank, one will be auto-generated from the escalation name.



5. Draft an initial internal note or public reply that agents can personalize prior to escalation.



6. Decide on the Assignee for this escalation, which could be a specific agent or a team. If you're looking to escalate to an external vendor, you will need to add the vendor as the Requester.



7. In this example, Technical team is selected as the assignee for Technical support escalations.



8. Ensure all changes are saved by clicking Save. Reload Zendesk to refresh the page.



9. Now that the Technical support escalation has been created, you can go to the ticket interface and choose Technical support from the escalation dropdown menu of the Escalator app.



10. A prompt will appear for you to choose which comments to escalate.
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, while unselected comments have an empty circle.



11. To quickly select or de-select all comments click the circle at the top, to the right of the x / y comments selected label.



12.
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 click Select all / Select none next to the Attachments heading.



13. After selection, a new ticket is created and you can edit its interface. In this example, you will see that Assignee has been set to Technical team, tags have been generated, and the subject and internal note can be edited with information about our current ticket.



14. Review and edit the new ticket details, then click Submit to escalate.



15. The new ticket, now escalated to the Technical team, will show a reference to the original (parent) ticket in the Escalator app.



16. On the original ticket’s interface, you'll find a link in Escalator to the newly created sub-ticket, ensuring full visibility and traceability.



This example serves as a general framework. The exact steps, options, and workflow will be determined by your specific App settings and Escalation settings you've applied to Escalator.

 

Setting up sub-tickets

Navigating through sub-tickets is a fundamental aspect of delivering organized and effective customer service. Below you'll find instructions for adding, linking, and detaching sub-tickets using Escalator.

 

Adding a new sub-ticket

You can choose from three different options:

New ticket
To create a fresh sub-ticket without any pre-filled information, select New ticket from the + Add dropdown menu.



This is ideal when you need to start from scratch on a related issue that doesn't require existing ticket data. The only value populated is the ticket subject. Fill in the fields you'd like and click Submit to complete the process.



Note: 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!


New ticket (copy fields)
If you want to create a new sub-ticket with details carried over from the current ticket, choose New ticket (copy fields).



This option duplicates the information from pre-defined fields into the new sub-ticket, saving time and ensuring consistency in the details being transferred.
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 Sub-ticket customization section of the App settings. 

Note: Changes made by agent but have not been saved will not be used to copy. Please refer to New Ticket (copy unsaved fields) below if you want to use these changed fields when copying.


New ticket (copy unsaved fields)
When there are modifications made to the current ticket that haven't been saved yet, and you want these recent changes to be included in the new sub-ticket, select New ticket (copy unsaved fields).



This ensures that the most up-to-date information, even if not yet saved in the system, is reflected in the sub-ticket.

 

Linking to an existing ticket

This option is useful when there are ongoing discussions or related issues that have been documented in a separate ticket. Linking the tickets can provide context and help in collective resolution.

To link an already existing ticket to the current conversation, select Existing ticket from the + Add dropdown menu.



A dialog will then appear. By default, recent and bookmarked tickets are displayed.



Note: You can manage bookmarked tickets using the Quickie 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 its 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 Add ticket and the association will be created. Click Cancel to dismiss the dialog without creating a link.





 

Unlinking sub-tickets

In the Escalator interface, you have the capability to detach sub-tickets from their parent tickets. This function is limited to sub-tickets; parent and sibling tickets cannot be unlinked through this feature.

To initiate the detachment, locate the X icon situated at the bottom-right corner of the sub-ticket's reference box. Clicking this will prompt a confirmation dialog where you can affirm unlinking or opt to cancel the operation.



The process is slightly different depending on what type of sub-ticket you're looking to unlink.

Unlinking escalated sub-tickets
To access this function for escalated sub-tickets, ensure that the unlinking feature is activated within your Escalation settings



Once enabled, agents will be presented with an X icon on the escalated sub-ticket’s box, which allows them to remove the linkage.




Unlinking other sub-tickets
For sub-tickets not created via escalation, verify that the unlinking capability is turned on in App settings under the subsection for Sub-ticket customization.



With this feature active, agents will find an X icon on the non-escalation sub-ticket’s box to perform the unlinking.



Note: Once a sub-ticket is unlinked, the link is permanently removed. While there is no direct undo option, reconnection is possible by utilizing the Existing ticket function within the sub-ticket dropdown menu. Exercise caution when unlinking as it alters the ticket relationship structure.

 

Splitting tickets into multiple sub-tickets

Dividing a single customer ticket into multiple sub-tickets enables a tailored approach to each specific issue within the original inquiry. This process ensures that every aspect of the customer's concern is addressed by the most suitable team member.

Here’s how to effectively split a ticket into two or more sub-tickets using Escalator, including a practical example.

1. Review the customer's ticket to identify distinct issues that can be handled separately, then decide how many sub-tickets are needed based on the issues identified.

Example: A customer submits a ticket regarding a billing error and an item that was not delivered. After assessing the ticket, you decide to split it into two sub-tickets: one for the finance team and another for the dispatch team.



2. While on the ticket, open the Escalator app and then click + Add.



3. Select New sub-ticket for each issue you've identified.



4. Fill in the details relevant to the specific issue being addressed in each new ticket form. Select the correct assigned team.

Example for sub-ticket 1:


Example for sub-ticket 2:



5. Assign each sub-ticket to the correct team or agent specializing in that issue.


Example for sub-ticket 1: "Billing error for Order #89910 - Incorrect charge on account," assigned to the finance department.

Example for sub-ticket 2: "Missing item from Order #89910," assigned to the dispatch team.
6. Escalator links each sub-ticket to the original ticket, maintaining a cohesive view of the customer's issues. All agents involved can see the relationship between the main ticket and its sub-tickets.


7. Add an internal note in the main ticket summarizing the split and the rationale.



8. Optionally, let the customer know their issues are being addressed through specialized sub-tickets for faster, more accurate resolutions.



9. Regularly check the status of all sub-tickets and the main ticket to ensure consistent progress and communication.

10. As each sub-ticket is resolved, update the main ticket accordingly.



11. Once all sub-tickets are closed, ensure the overall issue is resolved to the customer's satisfaction, then close the main ticket.



Note: This example serves as a general framework to give you an idea of how to use the + Add sub-ticket option. The exact steps would be up to your team's process, such as whether the customer is updated via the separate sub-tickets, via the main ticket, or both.

 

Auto-update parent ticket from child ticket

Automatically reflecting changes from child to parent tickets in Zendesk can streamline your workflow. For instance, you might want to automatically resolve a parent ticket once its child ticket is resolved. Escalator facilitates this with Triggers, Webhooks, and data export functionality.

The setup involves creating a custom field to export the parent ticket ID, configuring a webhook to make API calls, and setting up a trigger to run the webhook. Ensure you have administrative access to Zendesk and that you're familiar with Zendesk Triggers, Webhooks, and API tokens.

Note: Before proceeding with the setup, ensure to replace [subdomain] with your Zendesk subdomain in the instructions below.

 

Add custom field

1. Navigate to your Zendesk Ticket Fields (Admin Center > Objects and Rules > Tickets > Fields) or go directly to [subdomain].zendesk.com/admin/objects-rules/tickets/ticket-fields as shown here:



2. Click Add field.



3. Select Number as the field type.



4. Enter the display name you'd like to appear to agents. In this example, we're using Parent ticket ID as the display name.



5. Click Save.



6. Note the field ID for later use.




 

Enable export parent ticket ID feature

1. Go to your Escalator app and click the Settings (3-dot) menu.



2. Click App settings.



3. Assign the newly created field to the Export parent ticket ID to field option.



4. In our example, the display name we set up for the field is Parent ticket ID, so we select that option.



5. Click Done.



Note:
Zendesk may require some time before the new field is usable. If not immediately visible, refresh your Zendesk page a few times.

 

Add API token

1. Navigate to your Zendesk Ticket Fields (Admin Center > Apps and Integrations > APIs > Zendesk API) or go directly to [subdomain] .zendesk.com/admin/apps-integrations/apis/zendesk-api/settings as shown here:



2. Click Add API token.



3. Enter your preferred (optional) API token description.



4. In this example, we have Escalator - Update parent ticket as the description.



5. Click Copy to copy the API token. Make sure to copy and store this token, as it won't be shown again after click Save or leaving the page.



6. Paste the copied token into your notepad for later use.



7.  Click Save.



8. Your newly created token will now appear in your list of active API tokens.




 

Configure webhook

1. Navigate to your Zendesk Webhooks (Admin Center > Apps and Integrations > Webhooks> Webhooks) or go directly to [subdomain].zendesk.com/admin/apps-integrations/webhooks/webhooks as shown here:



2. Click Create webhook.



3. Click Trigger or automation, then click Next.



4. You will need to configure your webhook here.



5. Use the information provided here:

Name: Escalator - Update parent ticket
Endpoint URL: https://[subdomain].zendesk.com/api/v2/tickets/update_many.json   (<----- replace [subdomain] with your ZD subdomain)
Method: PUT
Request format: JSON
Authentication: Basic Authentication
Username: [email]/token    (<---- with [email] = the email address of an admin who has power to update all tickets on your Zendesk)
Password: [apiToken]     (<---- with [apiToken] = token created from above)


6. Here is our example with the required fields.



7. For Username, enter
an admin email appended with /token as shown in this example. For Password, enter API token generated earlier, which we had saved in a notepad.



8. Click Create webhook.




 

Add trigger for parent ticket update

1. Navigate to your Zendesk Triggers (Admin Center > Objects and rules > Business rules > Triggers) or go directly to [subdomain].zendesk.com/admin/objects-rules/rules/triggers 2. Click Add trigger.

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3. Set up the trigger with conditions on when it should run.



4. In our example, we're naming the trigger ESC :: Solve parent when sub-ticket has tag autoSolve_parent. Category selected is Initial category.



5. In our example, we're setting the conditions as Meet ALL for:

Ticket > Tags > Contain at least one of the following > autoSolve_parent
Ticket > Parent ticket ID > Present



6. In our example, we have the actions as:

Ticket > Remove tags > autoSolve_parent
Notify by > Active webhook > Escalator - Update parent ticket

In this example we'll auto-solve parent ticket when the child ticket has tag autoSolve_parent. When the conditions are met, the trigger should also call the webhook with JSON data targeting the parent ticket to update the parent ticket.

Configure the trigger to call the webhook with JSON data targeting the parent ticket. Replace the placeholder field ID in the JSON payload with the field ID noted earlier. In the below example, we simply set the status of parent ticket to Solved. Remember to replace 9018384901775 in the example to correct field ID created.



7. Click Create.



 

Complete webhook setup

1. Navigate back to your Zendesk Webhooks (Admin Center > Apps and Integrations > Webhooks> Webhooks) or go directly to [subdomain].zendesk.com/admin/apps-integrations/webhooks/webhooks and then click Finish setup.



2. Your newly created webhook will now appear in your webhooks list.




 

Troubleshooting tips

Encountering issues while setting up the auto-update process for parent tickets from child tickets? Here are some troubleshooting tips to help you address common challenges and ensure seamless functionality:


1. Data field absence

If the custom field designated for exporting the parent ticket ID is not visible, first ensure that your Zendesk interface is fully refreshed. Custom fields may take some time to propagate, so refreshing the page multiple times might be necessary.

Check if the custom field is correctly assigned and enabled within the Escalator app settings. Verify that the field is properly associated with the Export parent ticket ID feature.

2. Webhook functionality

Ensure that the webhook configuration is accurate and functional. Double-check the webhook URL, making sure it is correctly formatted and accessible. Any discrepancies in the URL might lead to the webhook not working as intended.

Verify the authentication credentials used for the webhook. Ensure that the username and API token are correctly configured, granting the necessary permissions for updating tickets via the API.

3. Trigger execution

If the trigger fails to execute, review the trigger conditions to ensure they accurately reflect the intended criteria for initiating updates to parent tickets.

Check for any conflicting triggers or automation rules that might prevent the trigger from running effectively. Conflicting rules can sometimes override or interfere with trigger actions.

4. Data integrity


Validate the data being transferred from child tickets to parent tickets. Ensure that the exported parent ticket ID is correctly captured and transmitted to the webhook for updating the parent ticket.

Review the JSON data structure used in the trigger action to update parent tickets. Confirm that the JSON payload includes all necessary fields and that the data format is valid and compatible with Zendesk's API requirements.

5. Permission issues

Check the permissions of the user or admin responsible for executing the trigger action. Ensure that they have sufficient privileges to update tickets, including the parent ticket referenced in the trigger.

Review Zendesk roles and permissions to confirm that the necessary access levels are granted to users involved in the ticket update process.


6. Testing and validation

Conduct thorough testing of the entire process, including trigger execution, webhook functionality, and data transmission. Use test tickets to simulate different scenarios and validate the expected outcomes.

7. Contact support

If you encounter persistent issues or require further assistance with troubleshooting, don't hesitate to reach out to our support team at apps@lovestockleaf.com

 

Auto-update child ticket from parent ticket

Automatically updating child tickets based on changes in parent tickets can enhance efficiency and ensure consistency in your workflow. For example, you might want to automatically assign child tickets to a specific agent when a parent ticket is assigned. Escalator facilitates this with Triggers, Webhooks, and data export functionality.

The setup involves creating a custom field to export the sub-ticket ID, configuring a webhook to make API calls, and setting up a trigger to run the webhook. Ensure you have administrative access to Zendesk and that you're familiar with Zendesk Triggers, Webhooks, and API tokens.

Note: Before proceeding with the setup, ensure to replace [subdomain] with your Zendesk subdomain in the instructions below.

 

Add custom field

1. Navigate to your Zendesk Ticket Fields (Admin Center > Objects and Rules > Tickets > Fields) or go directly to [subdomain].zendesk.com/admin/objects-rules/tickets/ticket-fields as shown here:



2. Click Add field.



3. Select Text as the field type.



4. Enter the display name you'd like to appear to agents. In this example, we're using Escalator's sub-ticket IDs as the display name.



5. Click Save.



6. Note the field ID for later use.




 

Enable export sub-ticket IDs feature

1. Go to your Escalator app and click the three-dot menu.



2. Click App settings.



3. Assign the newly created field to the Export sub-ticket IDs to field option.

4. In our example, the display name we set up for the field is Escalator's sub-ticket IDs, so we select that option.

 

Note: If you intend to apply actions to escalated tickets in addition to sub-tickets, it's essential to create a separate field designated for use with the Export escalated ticket IDs to field feature. Avoid using the same field for both settings to prevent potential conflicts or data overwrites.

5. Click Done.



Note:
Zendesk may require some time before the new field is usable. If not immediately visible, refresh your Zendesk page a few times.

 

Add API token

1. Navigate to your Zendesk Ticket Fields (Admin Center > Apps and Integrations > APIs > Zendesk API) or go directly to [subdomain].zendesk.com/admin/apps-integrations/apis/zendesk-api/settings as shown here:



2. Click Add API token.



3. Enter your preferred (optional) API token description.



4. In this example, we have Escalator - Update child ticket as the description.



5. Click Copy to copy the API token. Make sure to copy and store this token, as it won't be shown again after click Save or leaving the page.



6. Paste the copied token into your notepad for later use.



7.  Click Save.


8. Your newly created token will now appear in your list of active API tokens.




 

Configure webhook

1. Navigate to your Zendesk Webhooks (Admin Center > Apps and Integrations > Webhooks> Webhooks) or go directly to [subdomain].zendesk.com/admin/apps-integrations/webhooks/webhooks as shown here:



2. Click Create webhook.



3. Click Trigger or automation.



4. Click Next.



5. You will need to configure your webhook here.



6. Use the information provided here:

Name: Escalator - Update child ticket
Endpoint URL: https://[subdomain].zendesk.com/api/v2/tickets/update_many.json?ids={{ticket.ticket_field_24380055}}   (<----- replace [subdomain] with your ZD subdomain, replace 24380055 to the field ID created at step 8.1 to target the subtickets ids)
Method: PUT
Request format: JSON
Authentication: Basic Authentication
Username: [email]/token    (<---- with [email] = the email address of an admin who has power to update all tickets on your Zendesk)
Password: [apiToken]     (<---- with [apiToken] = token created from above)


7. For endpoint URL, make sure to copy the field ID previously generated in section 8.1, as shown in our example:



8. Here is our example with the required fields.



9. For Username, enter an admin email appended with /token as shown in this example. For Password, enter the API token generated earlier, which we had saved in a notepad.



10. Click Create webhook.




 

Add trigger for child ticket update

1. Navigate to your Zendesk Triggers (Admin Center > Objects and rules > Business rules > Triggers) or go directly to [subdomain].zendesk.com/admin/objects-rules/rules/triggers as shown here:



2. Click Add trigger.



3. Set up the trigger with conditions on when it should run.




4. In our example, we're naming the trigger ESC :: Solve child ticket. Category selected is Initial category.



5. In our example, we're setting the conditions as Meet ALL for:

Ticket > Tags > Contains at least one of the following > solve_child
Ticket > Escalator's sub-ticket IDs > Present




In our example, we have the actions as:

Ticket > Remove tags > solve_child
Notify by > Active webhook > Escalator - Update child ticket


In this example we'll auto-solve child ticket when the parent ticket has tag solve_child When the conditions are met, the trigger should also call the webhook with JSON data targeting the child ticket to update the child ticket. In the below example, we simply set the status of child ticket to Solved.



7. Click Create.




 

Complete webhook setup

1. Navigate back to your Zendesk Webhooks (Admin Center > Apps and Integrations > Webhooks> Webhooks) or go directly to [subdomain].zendesk.com/admin/apps-integrations/webhooks/webhooks and then click Finish setup.



2. Your newly created webhook will now appear in your webhooks list.



With the above setup, adding the tag solve_child to a parent ticket automatically sets its associated child tickets as solved. The tag is then instantly removed from the parent ticket to maintain a clean interface.

Alternatively, instead of resolving the child tickets, we can execute various actions such as modifying ticket fields, changing assignees, or adjusting groups by customizing the JSON data structure within the trigger action. Refer to the API Bulk Updates documentation for comprehensive details on available actions.

Another approach involves setting JSON data to append a tag to the ticket. Triggers can be configured to execute actions based on the assigned tag, offering flexibility in managing ticket workflows without solely relying on JSON data structures.

 

Troubleshooting tips

Encountering issues while setting up the auto-update process for child tickets from a parent ticket? Here are some troubleshooting tips to help you address common challenges and ensure seamless functionality:

1. Child tickets not updating

Ensure that the parent ticket is configured correctly to trigger updates to child tickets.
Verify that the necessary conditions are met for the trigger to initiate updates to child tickets.

2. Missing data in child tickets

Check if the data being transferred from the parent ticket to child tickets is correct and complete.
Review the configuration of the webhook and data export settings to ensure proper data transmission.

3. Webhook errors

Confirm that the webhook URL is correctly configured and accessible.
Double-check the authentication credentials used for the webhook to ensure they are accurate and up-to-date.


4. Trigger not initiating updates

Review the trigger settings to ensure that it is correctly configured to respond to changes in the parent ticket.
Check if there are any conflicting triggers or automation rules that might interfere with the trigger for updating child tickets.

5. Permission issues

Ensure that the user or admin initiating the updates has the necessary permissions to make changes to child tickets.
Verify that the Zendesk roles and permissions are properly configured to allow the trigger to update child tickets.

6. Data structure and format

Double-check the JSON data structure being used for updating child tickets to ensure it matches the expected format.
Validate the JSON payload for any syntax errors or missing fields that might cause issues during the update process.

7. Testing

Conduct thorough testing of the entire process to identify any potential issues or bottlenecks.

8. Contact support

If you encounter persistent issues or require assistance with troubleshooting, don't hesitate to reach out to our support team at apps@lovestockleaf.com.

 

Best practices

Maximizing the effectiveness of Escalator within your Zendesk environment involves understanding when and how to leverage its features to enhance your support workflow. Here are some best practices for using Escalator to its fullest potential.

1. Engaging experts through escalations

When to use: Whenever an issue requires specialized knowledge or intervention from external vendors, experts, or specific departments.

Best practice: Use Escalator to create separate but linked tickets for engaging with experts. This ensures that all necessary context is transferred and tracked, enhancing collaboration and resolution efficiency.

2. Dividing complex tickets with splitting

When to use: For customer tickets that encompass multiple, distinct issues which need to be addressed separately.

Best practice: Split complex tickets into smaller, more manageable parts. This approach allows different team members to tackle specific aspects of the customer's problem, streamlining the resolution process and reducing the overall resolution time.

3. Creating connections with linking related tickets

When to use: When multiple tickets from the same or different users are related or when incidents stem from a common problem.

Best practice: Link related tickets to build a comprehensive network of solutions and interactions. This not only aids in resolving current issues but also in quickly addressing future related inquiries, fostering a deeper understanding and more efficient support.

4. Utilizing incidents and problem tickets display for insight

When to use: To keep track of and manage widespread issues affecting multiple customers.

Best practice: Leverage the visibility of linked incidents and problem tickets in Escalator for an instant overview of the issue's scope and impact. This aids in prioritizing and allocating resources more effectively to address widespread concerns.

5. Regular review and configuration updates

When to use: Ongoing, especially as your support needs and workflows evolve.

Best practice: Periodically review your Escalator configurations and usage patterns. Adjust settings, escalations, and ticket linking strategies as needed to align with your current support scenarios and objectives.

6. Training and knowledge sharing

When to use: After initial setup and as part of ongoing professional development for your support team.

Best practice: Conduct regular training sessions to ensure all team members are proficient in using Escalator. Share best practices, tips, and success stories to encourage effective use and to continuously improve your team's support capabilities.

Implementing these best practices will help your team leverage Escalator more effectively, enhancing your overall customer support operation and ensuring that your customers receive timely, accurate, and satisfactory resolutions to their issues.

 

FAQs

1. What is Escalator, and how does it integrate with Zendesk?
Escalator is a Zendesk app designed to streamline complex or multi-issue customer ticket handling. It integrates directly into your Zendesk environment, offering functionalities like ticket linking, splitting, and escalation to enhance ticket management efficiency.

2. How can I install Escalator in my Zendesk environment?
To install Escalator, navigate to the Zendesk Apps Marketplace, search for Escalator, and select the app. You can also go to this direct link. Follow the on-screen instructions to install it within your Zendesk environment. 

3. What are the key features of Escalator?
Escalator's key features include escalations (to engage external vendors or specific experts), splitting tickets (to handle complex issues more manageably), linking related tickets (to provide a holistic view of related solutions and interactions), and listing incident tickets connected to a problem ticket.

4. What benefits does using Escalator offer?
Using Escalator can enhance collaboration across teams, increase efficiency in managing tickets, improve resolution times by directing issues to the right experts, and lead to better customer satisfaction by ensuring comprehensive issue resolution.

5. How does Escalator enhance collaboration within customer support teams?
Escalator facilitates seamless cooperation between different departments or teams by allowing easy escalation, linking, and splitting of tickets, ensuring that all aspects of a customer's issue are addressed promptly and collaboratively.

6. Can Escalator handle tickets from different users as related issues?
Yes, Escalator allows agents to create a network of related tickets, even from different users, fostering valuable connections and a comprehensive support approach by giving agents a complete view of past solutions and interactions.

7. Can Escalator automatically link incident tickets to a problem ticket?
Escalator does not automate the linking of incident to problem tickets. This functionality is managed through Zendesk, and Escalator provides a streamlined view of these linked tickets within its interface for easier management and reference. More information on working with problem and incident tickets can be found on the Zendesk agent guide.

 

Conclusion

Wrapping up, here's a straightforward look at how Escalator enhances the Zendesk support experience:

Streamlines ticket management
Simplifies handling of complex issues through effective ticket linking, splitting, and escalation.

Improves efficiency
Enables support teams to resolve customer queries more efficiently, integrating seamlessly with Zendesk.

Enhances team collaboration
Facilitates better coordination among support teams, ensuring comprehensive customer support.

Optimizes support operations
Offers a practical solution for a smoother workflow, allowing teams to focus on delivering high-quality service.

Boosts customer satisfaction
By leveraging Escalator's functionalities, teams can provide quicker, more accurate resolutions, enhancing the overall customer experience.

Moving forward with Escalator means equipping your support team with a powerful tool designed to improve resolution times and customer satisfaction, marking a significant step towards optimized support operations.




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