Escalation Process & Macros Template

6 Comments

  • Jennifer Rowe
    Comment actions Permalink

    Love. it. Thanks for sharing another great tip, Justin!

    0
  • Susan Maher
    Comment actions Permalink

    Do you support more than one product?  If so, we sell in excess of 150 software products.  We have about 100 development teams that take care of bugs.  In your macro you appear to be setting the Group to L2.  Do you have to create one macro per L2 team? 

    0
  • Jennifer Rowe
    Comment actions Permalink

    Hi Susan,

    I haven't seen Justin around in a while, so I'm not sure if we'll get an answer back. Maybe there are other folks here who support multiple products and dev teams who can share their process.

    You can read about how we escalate tickets to our Dev teams here in this Zendesk on Zendesk. It doesn't mention a need for multiple macros. Each dev team here has its own group so we assign accordingly.

    Good luck! 

    0
  • Justin Koehler
    Comment actions Permalink

    Hi Susan,

    The above macros was created for a single SaaS based software platform (with many bells and whistles). I would keep looking around for something a bit more aligned with your use case.

    @Jennifer, Is there anything I can do about the errors I noticed while I was reading through this?

    0
  • Jennifer Rowe
    Comment actions Permalink

    Oh hi, Justin! You are around. Nice to see you. :)

    The formatting is messed up because we migrated this post over from Web Portal to Help Center. Sorry about that! If you want to send a cleaned up version to me in email, I can copy/paste it into this one. 

    0
  • Susan Maher
    Comment actions Permalink

    Thank you Justin.  I have created Triggers and also used part of your macro.  I just was wondering if there was a Holy Grail I didn't find.  

     

    0

Please sign in to leave a comment.

Powered by Zendesk