When you work with a lot of customers, it's possible for some of unhappy customers to fall through the cracks. More often than not, you can prevent upsetting customers by keeping track of your escalated tickets. This support tip helps you create triggers to escalate your tickets more effectively.
Creating your group
- Click the Admin icon (
) in the sidebar and select People > Add group.
- Name the group Escalations, then select the agents you want to handle escalated tickets.
- Click Create group .
Creating your triggers
You can manage your escalated tickets with three types of triggers. For more information on creating custom triggers see, Streamlining workflow with ticket updates and triggers.
Escalation triggers
Your first trigger will escalate tickets based on the text your requester uses in their ticket.
- Click the Admin icon (
) in the sidebar.
- Under Business Rules , select Triggers > add trigger .
- Name your trigger.
- Under Meets all of the following conditions , select Ticket: Status > Less than > Solved .
- Click the
icon to add a new condition.
- Select Ticket: Tags > Contains none of the following > Escalated_Customer .
Note: This trigger creates a nullifying condition to prevent the trigger from running over and over again.
- Under Meets any of the following conditions , select Ticket: Comment Text > Contains at least one of the following words . You will want to insert common words and phrases found when customers are upset.
- Under Perform these Actions , select Ticket: Add Tags > Escalated_Customer .
- Add a new condition and select Ticket: Priority > Urgent .
- Add a new condition and select Ticket:Group > Escalations .
- Click on Create trigger .
Bad CSAT triggers
Your second set of triggers will escalate tickets with bad satisfaction ratings both with and without comments.
Without comments
- Click a dd trigger .
- Name the trigger Bad without comment.
- Under the Meets all of the following conditions , select Ticket: Status > Less than > Solved .
- Click the
icon to add a new condition.
- Select Ticket: Satisfaction > is > Bad .
- Add a new condition and select Ticket: Tags > Contains none of the following > Bad_CSAT_no_comment .
- Under Perform the following actions , select Ticket: Add tags > Bad_CSAT_no_comment.
- Click Create trigger .
With comments
- Click add trigger .
- Name the trigger Bad with comment.
- Under the Meets all of the following conditions , select Ticket: Status > Less than > Solved .
- Click the
icon to add a new condition.
- Select Ticket: Tags > Contains none of the following > Bad_CSAT_with_comment .
- Add a new condition and select Ticket: Satisfaction > Is > Bad with comment .
- Under Perform the following actions , select Ticket: Add tags > Bad_CSAT_with_comment .
- Click Create trigger .
Agent touch triggers
- Click a dd trigger
- Under Meets all of the following conditions , select Ticket: Status > Less than > Solved .
- Click the
icon to add a new condition.
- Select Ticket: Tags > Contains none of the following > 3touch_or_more .
- Add a new condition and select Ticket: Agent replies > Greater than > 3 .
- Under Perform these actions , select Ticket:Group > Escalations .
- Add a new condition and select Ticket: Add Tags > 3touch_or_more .
- Click Create trigger .
Creating your view
You can now create a view for your Escalations group. Creating a view will enable your agents to easily identify the tickets that need their attention.
- Click the Admin icon (
).
- Select Manage > View > Add view .
- Name your view Escalations.
- Under Meets all of the following conditions , select Ticket: Tags>Contains at least one of the following>Escalated_Customer, 3touch_or_more, Bad_CSAT_no_comment, Bad_CSAT_with_comment .
- Under Group by, select Latest Update .
- Under Order by , select ID .
- In Available for , select Agents in group: Escalations .
Note: You want to select this group to prevent agents who do not handle escalations from having access to the tickets.
- Click Create view .
This process prevents escalations from wasting your time, the customer's time, and everyone's sanity. You can prevent customers from falling through the cracks by placing an Urgent status, as well as escalating them to a specific group of agents trained to solve escalated tickets.
2 Comments
Hi
Can this logic be used to route incoming calls in Talk?
Thanks
Hey George,
Good question. I don't believe the process Tod outlines is possible with active, incoming calls. I will tell you why.
Actively incoming calls can be routed one of two ways, via an IVR or Group Routing. IVR is meant to give your customers options on where to go, so I don't think that option will let you accomplish what you want. Everyone would end up navigating to the high priority group/IVR Route under the assumption they'd get faster service.
That being said, Group routing probably won't get you to where you want either. Group routing will always route to the default group, and then any secondary group after that. If you have more than 2 groups selected, it will go to the default group and then to any available agent in the other, selected groups.
In short, there is not a way for incoming calls to be identified as upset, high priority calls. Triggers act on ticket event. By the time a ticket is created for an event to occur the incoming calls will already be handled by an agent.
Sorry for the inability here!
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