How do I create and track a GSX escalation?
Escalate a repair issue to Apple from the order, use snippets and order files in the escalation form, and follow Apple's replies on the order and in the Escalations list.
Written by Annukka Matilainen
Updated at October 28th, 2026
Table of Contents
Audience: technicians and service managers at Apple Authorized Service Providers.
When a repair needs Apple's help, such as a replacement part that fails after install, a back-ordered part, or a coverage decision you disagree with, you can escalate it to Apple straight from the order. Fixably shows Apple's own questions, attaches files from the order, and keeps the escalation linked to the order so anyone on the team can follow Apple's replies.
If GSX Escalation… or the Escalations list is missing for you, ask your administrator to follow Setting up GSX escalations.
Prefer to watch? This 3-minute video walks through the whole flow: creating an escalation, finding it on the order, and following up in the Escalations list.
Create an escalation
In this example, a replacement display was installed in a customer's iPhone 15, but the screen shows a vertical line and touch doesn't respond in the lower third. The technician wants Apple to approve the part as DOA.
- Save any photos or reports you want Apple to see to the order first (order menu → Manage files… → Upload file).
- On the order, click the gear menu on the device card and select GSX Escalation… under GSX tools.
- The Create escalation panel opens with Apple's first questions. Choose the Escalation category and answer the questions that appear for it, then click Continue. The questions come from Apple and change with your answers, so they may differ from the ones shown here.
- Apple's next questions are added below. Enter a Subject.
- Click into Issue description. If your team has snippets, a list of them opens. Type to filter it, then pick one. Fixably fills in the text with this order's details, such as the customer, device and serial number. You can still edit it before you submit.
- Answer the remaining questions, such as the troubleshooting you have already done and the business impact.
- Under Attachments, tick the files from the order that Apple should receive. Files Apple won't accept are greyed out with the reason, for example an unsupported file type or a file over 10 MB.
- Choose how to send it:
- Create escalation sends a tracked escalation to Apple. It gets an escalation number, and you can follow Apple's replies in Fixably.
- Send as feedback sends your answers to Apple by email. It doesn't get an escalation number, so it doesn't appear in the Escalations list.
- Start chat (offered for some categories) shows Apple's instructions for starting a chat with AppleCare Partner Support.
- Fixably confirms with GSX escalation created successfully.
Find the escalation on the order
Every tracked escalation stays linked to its order. Click the share menu in the order toolbar (the menu that also lists the order's repairs and shipments). Escalations are listed under Escalations by their Apple escalation number. Click one to open its details.
The details panel shows Apple's current status, your answers, the attached files, and every note from your team and from Apple, newest last. Click a file name to download an attachment that Apple added.
Follow up on all escalations
The Escalations list shows the escalations raised from every order you can access, so a manager can see at a glance which ones are waiting on Apple and which are waiting on you.
- Hover the GSX icon in the navigation sidebar and click Escalations.
- The list opens on the Open tab for your own location. Use the tabs to switch between Open, Completed (closed by Apple) and All. Use the location and type filters to narrow it, or search by escalation number, order number or serial number. Click a column heading to sort.
- Click an escalation number to open its details in the right panel, or click the order number to go to the order.
What the columns mean:
| Column | Meaning |
|---|---|
| Status | Apple's status for the escalation. Open: received, not yet picked up. Escalated: Apple is working on it, sometimes at a higher support tier. Pending: Apple is waiting for your reply. Closed: resolved, shown on the Completed tab. |
| Type | The kind of escalation, for example GSX Help or GSX Chat. |
| Escalated to | The Apple team, or your own account, that currently holds the escalation. |
| Service level | Apple's service-level indicator: Green, Yellow or Red. |
| Last updated | When Apple or your team last changed the escalation. |
Good to know: the list shows the status Fixably last loaded from Apple. It refreshes each time someone opens the escalation's details. Escalations created before the list was introduced show Not loaded until someone opens them once.
Frequently asked questions
Can I attach a file from my computer?
Not directly. Save it to the order first (Manage files → Upload file), then reopen the escalation form and tick it. This keeps the order's files and what Apple received in sync.
Why can't I tick a file?
Apple only accepts JPG, JPEG, PNG, HEIC, PDF, Word, Excel and ZIP files up to 10 MB each. The reason is shown next to the file.
Can I reply to Apple from Fixably?
Not yet. Fixably shows Apple's notes and status; reply in GSX. The next time the escalation is opened in Fixably, your reply appears in the notes.
I sent feedback but it isn't in the list.
Feedback is emailed to Apple and has no escalation number, so Fixably can't track it.