Escalation Guard adds structured handoffs inside Zendesk. Agents provide the required context. Escalation Guard creates a consistent internal note and adds tags for the Zendesk workflows you already use.
Free plan available · Pro from $3/agent/month
The problem
When an escalation shows up without the order number, what was already checked, or the decision needed, someone has to go back and ask. The ticket waits while they do.
Required context
You decide what each escalation type needs. The agent picks the type in the ticket sidebar and fills in the form. Required fields have to be completed before it will submit.
The handoff
What the agent entered becomes one internal note on the ticket, laid out the same way every time. The receiving team reads it and acts. Blank optional fields are left out.
Routing
Escalation Guard adds tags when the escalation is submitted. It does not assign or route the ticket itself. Your triggers, views, automations, and reports pick up the tag the same way they would any other.
escalation_guard_billing_refund_exception to the ticket. Existing tags are left alone.An example. The tag names and the trigger are yours.
Admin control
Build a template for each escalation type: the questions, which ones are required, and the tags. Setup is in the Zendesk left navigation. No separate dashboard. No new ticketing workflow.
Pro
On Pro, map an answer to one of your existing Zendesk ticket fields. The value is written to the field as well as the note, so views, triggers, and reports can use it.
Example mappings. Works with text, multi-line, dropdown, and checkbox ticket fields.
Pricing
Lite standardizes one escalation path. Pro adds the flexibility teams need to manage escalations across departments, workflows, and existing Zendesk fields.
Free
Standardize one common escalation path. Best for teams that want agents to submit better manager escalations without extra setup.
$3 / agent / month
14-day free trial. For teams managing escalations across support, billing, product, security, and leadership.
Not sure which plan you need? Start with Lite for free.
Privacy
Escalation Guard runs within the Zendesk App Framework and uses Zendesk data only to support configured handoff workflows, internal notes, and optional ticket updates.
The app sends us basic usage data: app version, plan, your Zendesk subdomain, a random install ID, and counts like how many templates you have. It never sends ticket content or what agents type into an escalation.
It does not sell customer data, use customer data for advertising, or share customer data with unauthorized third parties.
Contact
Have a question about Escalation Guard or another ASA Labs app? Send a note and we'll get back to you within one business day.
Prefer email? hello@asa-labs.com