This article describes how should you add suppliers in the Escalator app. How the initial set-up of the Escalator app should be, can be read on the site of Lovestock & leaf.
First search for a solved ticket, so you're not in the way of any agents working on new & open tickets. On this ticket find the escalator app in the apps tray on the side of the ticket. Once you've located the escalator app, search for the 3 vertical dots, click it, and select 'app settings':
Select '+Add escalation' at the top right of the modal which pops up.
The following screen opens:
Starting at the top left, under the Escalation name, enter the name of the vendor. The Escalation tag is filled automatically. Keep the box 'hide from escalation list' unchecked. Change the requester to the main contact of this vendor. If the email address is not present in the list, you'll first have to add an end-user to your Zendesk account, then refresh the page and come back to this settings screen.
Continuing the left side of the set-up for a vendor, all the ticket field/form options are shown. If applicable, you can check the checkbox 'Same as parent' this will copy the original values from the ticket which you are escalating. Otherwise you are able to fill the necessary fields, so the agent won't have to.
Moving to the middle part of the screen, start with setting the subject, either check the box 'same as parent' or set up a specific subject. All the following settings are optional. You can choose to either set predefined text in either the public reply or internal note field. We recommend keeping the 'Do you want the sub-ticket created immediately (no review)?' on No. This means that the agent always has the final say in creating the ticket.
Leave the 'Auto-create conditions' empty. Decide what you want to copy by default, or pre-select the comments and/or attachments from the parent ticket:
Next add anyone you'd like to be CC'ed on the created child ticket. Here the same goes as wth the main requester of the ticket. If the email address is not present in the list, you'll first have to add an end-user to your Zendesk account, then refresh the page and come back to this settings screen.
Once everything is as you like it to be, save the escalation. If you want to add more escalations, click +add escalation or if you're finished, click done. And voila, you've added a vendor. Refresh the app and the vendor will now be in the list available for your agents to escalate to.