Escalation

#Let's do it together!

#Step 1: Navigate to Configure

Go to Configure on the left sidebar to begin editing your escalation form.



#Step 2: Select Escalation

Select Escalation to access the escalation form settings.



#Step 3: Add Help Desk Method

Click Add New to update your contact method and select from available Help Desk options.



#Step 4: Email Method

If needed, select the email method by choosing Email.



#Step 5: Select Inbox for Help Desk Method

Click the Inbox drop-down to select the inbox for forwarding escalations to your help desk.



#Step 6: Modify Subject

Change the email subject of the escalation if necessary.



#Step 7: Test Notification

Run a test notification to verify your escalations are functioning correctly.



#Step 8: Change Form Fields

Update the title, description, and field labels such as Name, Email, Subject, Message, and Attachments.



#Step 9: Show/Hide Icons

Use the Show/Hide Escalation Email Icon option to manage icon visibility.



#Step 10: Add Headshots

Use the Headshots button to add photo headshots for customization.



#Step 11: Set Headshot Count

Select from the drop-down how many headshot images you want to appear.



#Step 12: Hide Conversation Link

Choose to hide the conversation link in tickets to remove chat links in escalations.



#Step 13: Update Messages

Change your escalation message and confirmation message settings as needed.



#Step 14: Save Changes

Click Save Changes at the top to finalize your updates.





#Troubleshooting



#FAQ