Starting an Escalation
Starting an Escalation
- Open the Freshdesk ticket you want to escalate.
- Find the Slack Channels card in the sidebar.
- Click Start Escalation.
That’s it. Depending on your admin’s configured mode:
- Dedicated Channel mode — a private Slack channel is created and named after the ticket.
- Shared Escalation Channel mode — a new thread is posted in the shared escalation channel.
The sidebar updates immediately to show the channel or thread card.
What Gets Created
Regardless of mode, the moment the escalation is created:
- The ticket subject and description are posted to the channel or thread as the opening message.
- In Dedicated Channel mode, that message is also pinned to the channel.
Every collaborator who joins arrives with the full ticket context — no one needs to ask what the issue is.
One Escalation Per Ticket
Each ticket can have at most one escalation. Once a channel or thread has been created for a ticket, the Start Escalation button is replaced by the channel or thread card. Starting a second escalation on the same ticket is not possible.
After Starting an Escalation
From the sidebar card you can:
- Click View Channel or View Thread to open the in-sidebar chat panel and start reading or sending messages.
- Click Join if you are not yet a member of the channel.
- Click Open in Slack to navigate directly to the channel or thread in the Slack app.
Need Help?
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