Escalation Guard
Standardize escalations with required context, clean notes, and routing tags.
Works with
Support
Developer
ASA Labs LLC
About this app
Escalation Guard helps support teams submit cleaner, more complete escalations from the Zendesk ticket sidebar. Agents choose an escalation type, complete the required context, and submit a formatted internal note. Routing tags make it easier for admins to route work with Zendesk triggers, views, and automations.
What agents can do
Choose the right escalation type
Complete required context before submitting
Submit a consistent, readable internal note
Apply routing tags automatically
What admins can configure
Escalation templates and their order
Required and optional fields
Text, long text, dropdown, number, and checkbox fields
Routing tags
Optional Zendesk ticket field mapping (Pro)
Template import and export (Pro)
Starter templates cover manager escalations, billing or refund exceptions, product issues, account access or security reviews, customer complaints, and executive escalations. Admins can customize them to match their team's process.
Lite plan
1 active escalation flow
Up to 5 fields
1 routing tag
Required field validation
Formatted internal note generation
Pro plan
Unlimited escalation templates and fields
Multiple routing tags
Custom template configuration
Optional Zendesk ticket field mapping
Template import and export
Data & privacy
Escalation Guard runs inside Zendesk. It accesses the current ticket ID to update the correct ticket, reads escalation templates stored in the app's Zendesk settings, and uses the escalation details entered by the agent to create the internal note. It writes the completed internal note and routing tags back to the ticket and, for Pro when configured, writes mapped custom field values. This Zendesk data is used only to perform the requested escalation workflow and is not stored by ASA Labs.
Escalation Guard sends limited product telemetry to ASA Labs using a random app-specific installation identifier, app version, plan, and aggregate configuration counts. ASA Labs does not collect Zendesk subdomains, ticket IDs or content, customer or requester data, agent identity, template or field content, routing-tag values, mapped-field IDs or values, or internal note text through telemetry.
Full privacy policy: https://asa-labs.com/privacy/escalation-guard/
App details
How to install
Install Escalation Guard from the Zendesk Marketplace.
Once installed, click the Escalation Guard icon in the Zendesk left nav to open the Template Builder.
Choose a starter template or create a custom one.
Configure required fields and routing tags.
Click Save template. Agents will see Escalation Guard on all tickets immediately.
- Optional: build Zendesk triggers on escalationguard tags to route tickets to the right group automatically.
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Plans and pricing
Lite
Never pay a thing
Standardize one common escalation path with required fields, one routing tag, and a clean internal note. Best for teams that want agents to submit better manager escalations without extra setup.
InstallPro
Free 14-day trial, then $3.00 per agent, per month
Unlock unlimited escalation templates, unlimited fields, multiple routing tags, field mapping, and import/export. Best for teams managing escalations across support, billing, product, security, and leadership.
Free trial