How to Escalate a Ticket in Zendesk

Quick summary

This tutorial shows how to escalate a ticket in Zendesk by building a macro in Admin Center that automatically reassigns tickets to a group, sets priority to High, and updates the status to Open. Once created, agents can apply the macro instantly to route urgent tickets without manual configuration.

Steps

1. In the Admin Center, go to the left-side panel and click Workspaces.
2. Select Macros under the Agent Tools section.
3. Click Create Macro to start building a new macro.
4. Assign a unique name to the macro you are creating.
5. Write a short description and configure the privacy settings.
6. Scroll down to the Actions section and click Add Action.
7. In the first drop-down menu, select Group.
8. In the next drop-down, choose your preferred group of agents.
9. Click Add Action again to set up a second action.
10. In the first drop-down menu, select Priority.
11. In the next drop-down, select High.
12. Click Add Action once more to set up a third action.
13. In the first drop-down menu, choose Status Category.
14. In the next drop-down, select Open.
15. Click Create to finalize and save the macro.
16. The escalation macro is now active and ready for agents to apply to any ticket that needs escalation.