Escalation: Update existing rather than create new


  • Graeme Carmichael
    Community Moderator


    For active tickets, it is normally best to leave priority and group assignment to agents rather than end users. But you can include a check box ‘please escalate’ for a user to flag a problem ticket.

    With that, you can either make a view for an agent to review or use a trigger to take action. For example, set a priority or notify an agent group. If you do use a trigger, include an action to reset the check box.


  • Morris Coyle

    Thanks Graeme,

    My thoughts exactly.  I've been asked to tackle the issue and my initial thought was why have we created an Escalation form that just creates another ticket?  I initially thought this form was out of the box but turns out it wasn't.

    Time to re-built the process i think.

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Morris,
    I would agree with Graeme's suggestion to include a checkbox instead of creating a new form which will create a new ticket that might confuse or cause issues since there will be multiple tickets and to only have one channel of communication with the customer.
    Kind regards, 

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