I don't want customers to escalate tickets

My customers see the "Escalate" button on their tickets, how can I disable that and in which logic do customers scalate tickets themselves?


Help me disable that for customers, thanks.

1 answer

0 votes

Hi Sammaël,

You can remove the option by doing the following:

  1. Go to the Project Settings
  2. Edit the Workflow with the Escalation
  3. Click on the transition from waiting on support to escalate or vice versa and you should see a checkbox on the right that says show in customer portal:
    • Screen Shot 2017-08-18 at 1.01.50 PM.png
  4. Uncheck the box and save the workflow and your portal should now be missing the Escalate button:
    • Screen Shot 2017-08-18 at 1.04.50 PM.png



Thank you for your response.


On my project, is unchecked and still customers can see it, what am I forgetting?

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