Audience: administrators of Apple Authorized Service Providers who use the GSX integration in Fixably.

GSX escalations let your team raise an issue with Apple (AppleCare Partner Support) straight from the order, without opening GSX. Fixably asks Apple's own questions, attaches files from the order, and keeps every escalation in one list where you can follow Apple's replies. This article covers what to set up before your team starts. For the day-to-day steps, see How do I create and track a GSX escalation?

Before you start

• The GSX integration must be connected (System Settings → Integrations → GSX). See How do I configure the Apple GSX integration?
• Each technician needs a working GSX user setup (Apple ID and activation token in User Settings → Integrations → GSX). Escalations are sent to Apple as that user.
• Creating an escalation from the order works for every account with the GSX integration. The Escalations list (under GSX in the navigation sidebar) is being switched on for Enterprise accounts first. If you don't see it, contact Fixably Support.

Step 1: Give your team the escalation permissions

If your account uses Roles & Permissions, two permissions control escalations. Find them in the role editor (System Settings → Security → Roles & Permissions):

Give both to anyone who raises escalations. Give only View GSX escalation to managers or front-desk staff who just need to follow up with customers. Admins always have both.

Step 2 (optional): Add snippets for the issue description

Apple asks for an Issue description on almost every escalation. Snippets let your team start from a well-written template instead of typing the same explanation each time. Snippets can include order details, such as the customer name, device and serial number, which Fixably fills in when the snippet is picked.

1. Go to System Settings → Snippets and scroll to the GSX Escalations section. It only appears for accounts with the GSX integration.
2. Click Add snippet and choose the language.
3. In the queue picker, choose the queues the snippet should be offered in. A snippet on a parent queue (for example iOS) is also offered on orders in its child queues (for example iPhone).
4. Enter a short Title. This is what technicians see in the list, so make it describe the situation.
5. Write the text. Click List of variables to see the order details you can insert, for example {device.serialNumber} or {order.id}.
6. Click Save settings.
   
   
   
    

Tip: write one snippet per situation your team escalates often, such as a replacement part that fails after install, a part that arrived damaged, or a coverage review with proof of purchase. Keep customer-specific details out of the template and let the variables fill them in.

Step 3: Make sure files are saved on the order

The escalation form attaches files that are already saved on the order. It does not upload files from your computer. Ask your team to save photos, diagnostic reports and proof of purchase to the order (order menu → Manage files… → Upload file) before they escalate. This way, what Apple receives always matches what's on the order.

Apple accepts JPG, JPEG, PNG, HEIC, PDF, Word, Excel and ZIP files up to 10 MB each. Other files are listed in the form but greyed out, with the reason shown next to them.

Check that it works

1. Sign in as a technician, open an order with an Apple device, and click the gear menu on the device card. GSX Escalation… should be listed under GSX tools.
2. Hover the GSX icon in the navigation sidebar. Escalations should be listed (once the list is enabled for your account).

Troubleshooting

Related articles

• How do I create and track a GSX escalation?
• Using Roles & Permissions in Fixably