If you want to follow a basic ITIL workflow based on escalation, you can set up a framework so that if a Level 1 agent is unable to solve a ticket, the ticket can quickly and easily be passed on to advanced support.
In order to follow an escalation workflow, use Groups within Zendesk. Groups allow you to organize your agents according to the types of tickets you would like to assign them.
At Zendesk we have Groups for Level 1 and Level 2 and Level 3 support (which break down how technical the questions are from our customers); but we also have a Development group (for bugs and other product related issues), Marketing group (for sales opportunities), and others.
Groups can be added and changed easily, so it’s best to let them adapt as your support grows and evolves.
Adding Groups for tiered support
To set up tiered support, create a group for each support level (e.g. Level 1, Level 2, Level 3, etc.). To do so, see Creating groups.
Using triggers to route tickets for tiered support
After you set up your groups, you will want one group (Level 1) to see all the tickets that come in to your support email address (e.g. firstname.lastname@example.org) or through your support portal.
To do this, set up a basic trigger to assign new tickets to the Level 1 group. (For more information, see Setting up triggers.)
A Level 1 support agent can then review the ticket and either assign it to themselves if they can answer it, or escalate to Level 2.
Note that you can escalate a ticket to a Group without assigning it to a specific agent. This allows you to notify the whole Group that a new ticket has been escalated to them, ensuring that every agent is kept alert of the tickets coming in.
To do this in Zendesk, create a trigger that sends an email to the Group based on these conditions:
To speed things up you can also create a macro for Level 1 agents to use when they need to assign a ticket to Level 2. This will make escalation a one-step process and help you keep your resolution time down.