Workflow recipe: Managing your escalation queue

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When you deal with a lot of customers, it's very easy for some of the more upset ones to fall through the cracks. More often than not, you can prevent upsetting customers by keeping track of your escalated tickets. This support tip will help you create triggers to escalate your tickets more effectively.

Custom triggers are only available on the Team, Professional, and Enterprise plans.

This tip contains the following sections:

• Creating your group
• Creating your triggers
• Creating your view

Creating your group

Before you can create your triggers, you need to create an Escalations group.

1. In Admin Center, click People in the sidebar, then select Team > Groups.
2. Click Add group.
3. Name the group Escalations, then select agents you want to handle escalated tickets.
4. When you're finished, click Save.

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.

The trigger types are:

• Escalation triggers
• Bad CSAT triggers
• Agent touch triggers

Escalation triggers

Your first trigger will escalate tickets based on the text your requester uses in their ticket.

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. Name your trigger.
4. Under Meet ALL of the following conditions, click Add condition.
5. Select Ticket>Status category>Less than>Solved.
6. Click Add condition again, then select Ticket>Tags>Contains none of the following>Escalated_Customer.
   Note: It is important to add this trigger so you create a nullifying condition to prevent the trigger from running over and over again.
   
7. Under Meet ANY of the following conditions, click Add condition.
8. 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.

   
9. Under Actions, click Add action.
10. Select Ticket>Add Tags>Escalated_Customer.
11. Click Add action again, then select Ticket>Priority>Urgent.
12. Click Add action again, then select Ticket>Group>Escalations.
13. Click Create.

Bad CSAT triggers

Your second set of triggers will escalate tickets with poor satisfaction ratings both with and without comments.

Without comments

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. Name the trigger Bad without comment.
4. Under Meet ALL of the following conditions, click Add condition.
5. Select Ticket>Status category>Less than>Solved.
6. Click Add condition again, then select Ticket>Tags>Contains none of the following>Bad_CSAT_no_comment.
7. Click Add condition again, then select Ticket>Satisfaction>is>Bad.
8. Under Actions, click Add action.
9. Select Ticket>Add tags>Bad_CSAT_no_comment.
10. Click Create.

With comments

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. Name the trigger Bad with comment.
4. Under Meet ALL of the following conditions, click Add condition.
5. Select Ticket>Status category>Less than>Solved.
6. Click Add condition, then select Ticket>Tags>Contains none of the following>Bad_CSAT_with_comment.
7. Click Add condition, then select Ticket>Satisfaction>Is>Bad with comment.
8. Under Actions, click Add action.
9. Select Ticket>Add tags> Bad_CSAT_with_comment.
10. Click Create.

Agent touches

There is one last important trigger to add. Adding a trigger based on more than three agent touches is important because statistically, the chances of having a great customer satisfaction rating drop drastically after three customer interactions with the same requester.

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger
3. Under Meet ALL of the following conditions, click Add condition.
4. Select Ticket>Status category>Less than>Solved.
5. Click Add condition again, then select Ticket>Tags>Contains none of the following>3touch_or_more.
6. Click Add condition again, then select Ticket>Agent replies>Greater than>3.
7. Under Actions, click Add action.
8. Select Ticket>Group>Escalations.
9. Click Add action, then select Ticket>Add Tags>3touch_or_more .
10. Click Create.

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.

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. Name the view Escalations.
4. In Who has access, select Agents in specific groups, then in Choose which groups have access, select Escalations.
   Note: You want to select this group to prevent agents who do not handle escalations from having access to the tickets.
5. Under Meet ALL of the following conditions, click Add condition.
6. Select Ticket: Tags>Escalated_Customer, 3touch_or_more, Bad_CSAT_no_comment, and Bad_CSAT_with_comment.

   

7. Under Group by select Latest Update.
8. Under Order by, select ID.
9. Click Save.

This process is going to solve many of your 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 on them, as well as escalating them to a specific group of agents trained to solve escalated tickets.