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.
