🚨 How to Use the Panic Button in Zendesk

The Panic Button is a powerful tool designed to escalate critical tickets. When activated, it highlights the ticket and alerts users in a specific group for immediate action.

1. ⚙️ Installation Settings

To allow all agents to see and use the Panic Button, make sure to uncheck the following options when installing the app:

• Enable role restrictions?
• Enable group restrictions?

🔸 This ensures that all agents can view the button and use it when needed.

2. 🏷️ Adding the panic_button Tag

To allow an agent to trigger the Panic Button, add the panic_button tag to the user profile:

1. Go to the agent’s profile.
2. In the Tags field, enter panic_button.

3. 🎨 Button Color Indicators

The button changes color based on the ticket status and agent permissions:

Color	Meaning	Visual
Gray	Agent does not have permission or the ticket is closed/solved.
Green	Button is active – agent can trigger it.
Red	The Panic Button has already been triggered for this ticket.

4. 🚀 How to Trigger the Panic Button

Clicking the green button will open a form with:

• Problem Description: briefly describe the critical issue.
• Display to user in the group: select the group to notify.

Click Send to proceed. This will:

• Add a private note to the ticket.
• Apply the panic_button tag.
• Display the ticket to the selected group.

5. ✅ Ready to Use!

With these steps complete, your agents are fully equipped to escalate critical issues instantly using the Panic Button in Zendesk.