Andy Cassiers

For those people that don't wish to wait until 2035 when Zendesk has maybe added this, we have implemented the following as a workaround:

We communicate to our customers that they can escalate issues through mail or portal, by adding a comment '#escalate' to a ticket.
We have added a checkbox field 'Flagged for escalation' to our form, visible to agents and end users

From our end we have created a trigger that checks for the following conditions:

- Ticket is updated 
- Comment text contains at least one of the following words: #escalate

for actions we then added a field change to check the Flagged for escalation checkbox which adds visibility to the end user
We added a view for our team leads which adds the ticket to their view for easy reference
And we use a webhook which adds a public comment to the ticket to confirm that we have successfully received the escalation request.

Let me know if this has helped you!