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

This widget could not be displayed.

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?

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted 18 hours ago in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

45 views 1 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you