Documentation / Getting Started
Documentation
- Getting Started
- Installation
- Frontend Setup
- Theming
- User Model
- Authorization
- Configuration
- Routes
- Tickets
- Public Tickets
- Bulk Actions
- Conversations
- Statuses & Priorities
- SLAs & Escalation
- Macros
- Automation Types
- Custom Ticket Actions
- Automations
- Newsletters
- Workflows
- Followers
- Satisfaction Ratings
- Collaboration
- Keyboard Shortcuts
- Events
- Scheduling
- Notifications
- Inbound Email
- Importing Data
- Single Sign-On
- REST API
- Management Commands
- Mobile SDKs
- Contributing
- Plugin Development
- Compare
Getting Started
Escalated is an open-source, embeddable support ticket system with a shared Inertia.js UI. Install the backend adapter for your framework, add the npm package for the frontend, and you're ready to go.
Headless mode -- Escalated can also run without the built-in UI, providing only the backend API, events, and commands. See Configuration for details.
Core capabilities
- Full ticket lifecycle: create, assign, reply, resolve, close, reopen
- SLA policies and escalation rules with business-hours support
- Agent tools: bulk actions, macros, followers, pinned notes, collision detection, typing indicators
- Collaboration workflows: side conversations, ticket linking, ticket merging, light-agent access
- Admin modules: custom fields, statuses, business hours, roles, skills, capacity, automations, webhooks
- Customer experience: portal, guest tickets, satisfaction ratings, and knowledge base
Advanced admin features
- Reporting suite: dashboard, agent productivity, SLA, and CSAT reports
- CSAT survey settings and detailed rating analytics
- Security controls: SSO settings and two-factor authentication setup
- Data retention settings with scheduled purge tooling
- Custom objects with configurable schemas and records