Fine Tuning: Scaling your Zendesk

12 Comments

  • Leopold

    Hi, How do I get connected to this session? Not sure I'll be able to attend the whole day, is there a way to see it afterwards? thanks

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  • Colin Piper

    Leopold, the session is a discussion forum one so the host will post here (the original posting will update) and then look to answer  any questions that we may post. 

    No worry if you cannot be around all day as the discussions appear to be checked throughout the day and periodically over the next few days. Beyond that other Zendesk staff and the volunteer moderators will assist for weeks and no doubt months to come. It will remain here forever.

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  • Jordan Brower

    Good morning everyone!  Part 1, Do I know my own Zendesk?  Audit, Organize, and Prioritize has been posted.  Check it out!

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  • Christopher Louie

    Jordan,

    When I click 'this' in Customers that have this many Triggers will tell you they do this. I'm hitting a page doesn't exist error.

    Thanks

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  • Colin Piper

    Jordan, thanks for posting. I am one o those with hundreds of Triggers and this is after the audit :)

    Can you fix the link to https://support.zendesk.com/hc/en-us/articles/203660826-Triggers-Organized-Reassigning-Tickets? This article is very useful and I used it myself. One tip that if you are having difficulty following your triggers then keep them simple even if this means adding more. I have one trigger setting one field and I name them accordingly. I found triggers that have more than 2 actions tend to be difficult to remember and you need to constantly look at them to find out what they actually do.

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  • Colin Piper

    Another tip, avoid tags. Tags are very powerful and you will need them from time to time to help workflow but do not use tags as a "property", always use a custom field is you can (perhaps a checkbox). This makes reporting far easier.

    It's so easy to add a tag that these get a little out of control.

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  • Jordan Brower

    Colin- Good catch!  The link for Taming your Triggers should be working now.  On the subject of Triggers- I agree that too many actions can cause confusion.  If only one person in your organization can decipher what your Triggers do, it might be time for more direct Trigger titles, or fewer conditions.  

    Thanks for sharing!

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  • Jordan Brower

    @Christopher-  the link is live now, as well as accessible here:  https://support.zendesk.com/hc/en-us/articles/203660826-Triggers-Organized-Reassigning-Tickets.  Thanks!

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  • Jordan Brower

    Okay folks!  Part 2- Does my Zendesk have a blueprint is live!  Thoughts, blueprints, and workflows welcome!

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  • Jordan Brower

    Part 3- To tier your support organization, or not to tier? is posted!  

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  • Uri Pierre Noel

    Perfect this all sounds great. My question is how do you enable a view to filter certain tickets? For example I want to approach a tier model by routing tickets to the most relevant view i.e. team a, team b. I've tried using channels. That hasn't worked. I've tried a batch shift of tickets to a group that hasn't worked. I'm not sure if the plan I'm on just doesn't have the features. What plan has the most robust features for tier support? What additional features am I missing?

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  • Jessie Schutz

    Hi Uri!

    The way that we handle this at Zendesk is to put the appropriate agents into Groups (Tier 1, Tier 2, etc), and set up our views so that people who are part of a certain group are able to see a certain view (ie: Tier 1 sees the Tier 1 view). Then we have agents that triage incoming tickets and assign them to the appropriate group according to the issue. 

    I checked your plan, and you should be able to do this without a problem. Let me know if you have any other questions!

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