We have multiple groups of SMEs who our T2 team contacts in-case complex queries / help needed to respond to customers.
Now these groups have typically 8-10 members and they support the T2 teams from a functional mailbox ( A common mailbox where they have all such request coming in all the 8-10 have access to read and respond). Responding to these queries is probably a very portion of their workday. Any one from the group responds to the ticket depending on availability / bandwidth.
As we are migrating our T1&T2 customer support on Zendesk Enterprise version, we have 2 choices
1) Add all these SMEs as light agent and copy all of them seeking help using internal note and any of the specific SME responds which comes in as internal note for our T2 agents to review.
2) Add their specific functional mail box as light agent and cc the mailbox so these SMEs can review and respond from the mailbox which comes in as internal note for our T2 agents to review.
In both the scenarios we don't think these SMEs would login in the Zendesk as agents and respond to any internal notes, they would use to respond directly from their own corporate mail box(option 1) or the corporate functional mailbox (Option 2).
The question is can we opt for option 2 ,
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