Escalation Guard

Stop chasing agents for missing escalation context.

Escalation Guard helps Zendesk teams standardize how escalations are submitted, routed, and reviewed. Create escalation templates that guide agents through the right questions, require critical context, and automatically add a structured internal note to the ticket.

Built for your existing Zendesk workflow

• Require the right context before an escalation is submitted

• Create templates for different escalation types and teams

• Automatically apply routing tags for existing Zendesk triggers

• Generate consistent internal notes for faster review

• Map responses to Zendesk ticket fields with Pro

• Configure everything directly in Zendesk

Agents get a simple, guided escalation form directly in the ticket sidebar. Admins control what information is required and how each escalation is routed.

No separate dashboard. No new ticketing workflow. Just cleaner, more consistent escalations inside Zendesk.

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/