How to Escalate a Ticket in Zendesk
- George Apostolov
- 05 Sep 2025
Guide
On the Admin Center tab, go to the left-side panel and click 'Workspaces'.
Select 'Macros' under Agent Tools.
Click 'Create Macro' afterwards.
Assign a unique name to the macro you're about to create.
Subsequently, write a short description and configure the privacy settings afterwards.
Following that, scroll down to the Actions section and click 'Add Action'.
In the first drop-down menu, select 'Group'.
After that, choose your preferred group of agents in the next.
Once again, click the 'Add Action' button below the first setup.
In the first drop-down menu, tap 'Priority'.
Subsequently, select 'High' in the next.
Once more click 'Add Action' to set up the third action.
In the first drop-down menu, choose 'Status Category'.
Following that, tap 'Open' in the next.
Finally, click 'Create' to proceed.
After completing these steps, the macro will be generated and activated instantly. Agents who wish to escalate a ticket can simply use this macro for such matters.
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