Escalating Your Tickets With Groups

If you want to follow a basic ITIL workflow based on escalation, you can set up a framework so that if a Level 1 agent is unable to solve a ticket, the ticket can quickly and easily be passed on to advanced support. 

In order to follow an escalation workflow, use Groups within Zendesk. Groups allow you to organize your agents according to the types of tickets you would like to assign them.

At Zendesk we have Groups for Level 1 and Level 2 and Level 3 support (which break down how technical the questions are from our customers); but we also have a Development group (for bugs and other product related issues), Marketing group (for sales opportunities), and others.

Groups can be added and changed easily, so it’s best to let them adapt as your support grows and evolves.

Adding Groups for tiered support

To set up tiered support, create a group for each support level (e.g. Level 1, Level 2, Level 3, etc.). To do so, see Creating groups

Using triggers to route tickets for tiered support

After you set up your groups, you will want one group (Level 1) to see all the tickets that come in to your support email address (e.g. or through your support portal.

To do this, set up a basic trigger to assign new tickets to the Level 1 group. (For more information, see Setting up triggers.)

Group Trigger


A Level 1 support agent can then review the ticket and either assign it to themselves if they can answer it, or escalate to Level 2.

Note that you can escalate a ticket to a Group without assigning it to a specific agent. This allows you to notify the whole Group that a new ticket has been escalated to them, ensuring that every agent is kept alert of the tickets coming in.

To do this in Zendesk, create a trigger that sends an email to the Group based on these conditions:

group assignment

To speed things up you can also create a macro for Level 1 agents to use when they need to assign a ticket to Level 2. This will make escalation a one-step process and help you keep your resolution time down.


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  • 1

    This doesn't work for me, as I'm required to specify an assignee when updating a ticket. 

    If a group is already assigned to a ticket, and I attempt to change the group and update the ticket, the group remains the same, unless I specify an individual assignee.

    Maybe I'm missing something?

  • 0

    Oops... ignore that! 

    One of my other triggers was conflicting with the group assignment.


  • 0

    Just FYI the pictures don't show up, limiting how helpful this article is

  • 0

    When errors are corrected in the picture. Could you in this matter or any other title.I need this urgent issue. please.

  • 0

    Photos aren't coming up.

  • 0

    Links to images has been fixed.

  • 0


    we want to provide to an agent from a Group X the possibility to assign a ticket receieved on this group to  another Group Y,  without having visibility to the tickets already assigned in the Group Y.

    Anyway to do this? 

  • 0

    Hi Matthieu,

    I see you already have a ticket with us and an Advocate is helping you get this done. I will let the Advocate continue working with you on that ticket, but let us know if you have other questions.

  • 0

    Hello Support team.

    It would have been nice if previous Support agent would have published the solution either way... because now i have to create a new ticket for the solution of that escalating problem with the assignment to a higher group - wich doesn't work.

    so please tell me - when a agent is assigning the ticket to the higher group with no particular agent but only the group - it changes back... (e.g Level1 to Level 2.... but changes back to Level 1!)



  • 0

    Hey info,

    Most of the time when this happens, it's because there's a trigger that's causing the group assignment to revert when the ticket is submitted. That's the first place I'd recommend you check!

  • 1

    I have a group and one agent under it. We have an organization and selected a group for that organization. Is it correct to say that the tickets of that organization will automatically assign to the agent? (We don't have any other active triggers set for that org). Does it automatically assign to the agent if the system identifies there is only one agent in that group?

    The reason why I asked this is that we have marked other organization to other groups with multiple agents but it only assigns to the group and not to an agent.

    Edited by HCC Support Admin
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