Fine Tuning: Agent Productivity

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28 comments

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    Sylviana Ho

    Hi everyone!

    I just wanted to let you know that "Part 1: Business Rules, Macros, and Keyboard Shortcuts" has been posted. Enjoy :)

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    Sam Chandler

    Triggers and Macros allow us to do soooo much more than merely solve support tickets! I've been able to funnel our customer orders through our portal by setting up triggers that auto-assign features to each incoming order and place them in the proper queue. And once the order has been submitted, I use macros to quickly and easily update the customer on their order details. This has not only shaved a LOT of time off the process, but it's also allowed us to keep all our records in one centralized place. I couldn't live without these features!!!!

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    Wes Drury

    @Sylviana - Thanks for posting the keyboard shortcuts as I'm always looking for them.  The keyboard shortcuts is a very small feature that alot of agents forget about however they can greatly speed up your workflow and make your ticket handling alot more efficient.  I agree with Sam above Macros, Business Rules, etc are very important features that most of us couldn't live without but if there's one feature that most people forget about is the keyboard shortcuts.  Looking forward to the next postings.

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    Sylviana Ho

    @Sam - Thanks so much for sharing how you use business rules and macros! Easing the pain for you and your agents who process orders is huge and I'm sure many people reading will benefit from your tip.

    @Wes - I completely agree with you! Keyboard shortcuts is an overlooked feature, but hopefully this post will bring more attention to it. It's definitely a hidden gem.

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    Sylviana Ho

    Hi folks!

    Part 2 on pre-qualifying customer issues and questions has been posted. Let's hear your tips!

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    Dexter Duarte

    @Sylviana are these tips going to remain on this site? 

     

  • Avatar
    Sylviana Ho

    @Dexter - You bet! This post will remain up so feel free to refer back to it whenever you want.

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    Dexter Duarte

    @Sylviana Thank you! Much appreciated! Any videos that you might recommend that I watch? I just started working at Augmedix on the Customer Care team. If you have any tips that would be useful I would be very happy to hear them! Thank you in advance for any help you can provide.

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    Paul Isom

    Just something to bare in mind with keyboard shortcuts

    If you're using any third party apps (those recommended by Zendesk such as Lovestock and leaf's Field Marshal) 

    Do not use the keyboard shortcuts if you have any conditional triggers based on field marshal fields these are ignored by the triggers if you use the keyboard shortcuts.

     

    An example of this is, we have triggers setup to remind our agents that specific fields need to be populated before they can close a ticket. However if you use the keyboard shortcuts the triggers seemingly ignore any changes made to ticket fields on submission if a keyboard shortcut is used.

    Not ideal for us the agent submitting the ticket is notified by email, along with their team leader and their ticket is reopened. - All thanks to the keyboard shortcuts. If they simply click on the button submit as solved. - no triggers are 'triggered'. 

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    Sylviana Ho

    @Dexter - We have tons of resources available to you in our Help Center, however, to help you narrow it down can you tell me exactly what you're looking for? For now, here is a very general Getting Started guide for you to take a look at. 

    @Paul - Great tip! That is definitely something we should all keep in mind when using keyboard shortcuts with third-party apps.

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    Dexter Duarte

    @Sylviana Thank you! I was using Zendesk at a previous employer so I know the basics. But I didn't really dive into all the features ZD has. In this new role I definaltey need to step my ZD game up and customize it our needs. We wont be using Social Media as our customers are doctors. Mostly email and calls from our customers. We are thinking about adding text messages but would needs some guidance with that. 

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    Sam Chandler

    @Dexter - I would recommend getting acquainted with Markdown, the formatting language supported in the portal. It's really helped me highlight important information, add hyperlinks and make my responses look super pro. You can find it easily by clicking the "Preview" button to the top right of the ticket and clicking the "Markdown" hyperlink

     

    @Sylviana - You mentioned above that conditional fields were available on Enterprise/The new ZD but I couldn't get it to work on my account. Then I read on one of the KB articles that conditional fields were only supported once Help Center is activated. Is that still the case? (Perhaps Help Center is the "new" new ZD :)

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    Betsy Richter

    @dexter - We're also big supporters of Markdown, which we use in our macros as well to improve the formatting/presentation. 

    One simple use for triggers is to set one up for each agent as a OOO notifier to the rest of us when one of the tickets owned by agent A, for example (who may be out sick today) has been updated. 

     

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    Dexter Duarte

    @Sam & @Betsy Thank you both! Will look into it! Happy Thursday!

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    Wes Drury

    @Betsy - Have you tried the OOO (Out of Office) app that Zendesk created.  You can download it from the app store under Zendesk labs.  I've tested it and it seems to work for me but it might be a little more robust than using Macros.

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    Dexter Duarte

    @Sylviana Is there a way to add a picture to the signature that Zendesk can send on your behalf as an agent?

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    Hannah Hinds

    We love our Macros and Automations. I just recently set up the automation to "poke" users after 3 business days if their ticket is still pending. I then set up a second "poke" that goes out 2 days later if the ticket is still pending without a response letting them know that we will go ahead and close this ticket out, but that they have the standard 4 days to re-open if needed or to create a follow up. My only advice would be to ask your agents to review and clean up their Pending ticket queues FIRST before you implement this automation. Once I set it up, we closed out over 150 tickets in a single week with these automations and not everyone was quite ready. Oops! It's okay because of course the agent can simply re-open them by changing the status if they don't wait too long.

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    Sylviana Ho

    @Sam - Thanks for surfacing that! Yes, you will have to activate Help Center in order to take advantage of the Conditional Fields app. Also, thanks for the tip on Markdowns! 

    @Dexter - It sounds like you need more advanced and in-depth training. I highly encourage you to take a look at our Zendesk University page to see if any of these online trainings meet your needs. Also, search our Help Center for specific topics you would like to learn about - some have videos, screenshots, but all have useful information!

    @Betsy - Thanks for sharing how you're using triggers! That's a great way to display transparency and team work.

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    Brandon Billy

    Hey guys,

         I wanted to chime in on utilizing Apps in Zen, which is Sylviana's last post, concerning the Conditional Fields. This is a great feature to Zen, to allow users to have fields appear based on the previous selection. For example: We have a field called Additional Training Needed, its a checkbox. Once one of our users Select this checkbox, annother field appears that for them to fill out for the reasons they felt our user needed additional training.

         I like this feature, eventhough we don't use it on a lot of our forms, but the potential of using a series of conditional fields, is endless. One word of advise, map out how you want your conditional fields to look so you can visualize, it can get confusing if you don't know where your going before you start. :) Hope this helps!

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    Wes Drury

    @Brandon - I agree we were using a custom beta conditional fields app but I switched over to the supported Zendesk version as soon as it came out.  We use the conditional fields app on about 4 or 5 of our ticket forms and it was one of our requirements before purchasing Zendesk.  Never could figure out why this wasn't built in but glad they finally built something as it really helps with shrinking down the ticket form as our users would have to do alot of scrolling without since we have a good number of custom fields.

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    Sylviana Ho

    @Dexter - Unfortunately, the functionality to include an image in a signature does not currently exist. However, you can make a post in the Product Feedback community forum about this feature. People can vote on feature requests and our Product Managers do read through them.

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    Sylviana Ho

    Hi everyone!

    Last, but not least, "Part 3 & 4: New Zendesk and Apps & Measuring Productivity" has been posted. Please share your favorite productivity apps and how you measure productivity on your team. Looking forward to hearing your tips and tricks!

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    Betsy Richter

    Thanks, @Sylviana - great series! 

    I have one question about the variables that go into the One Touch ticket metric.

    Since we rarely have tickets that can be solved in one interaction yet our One-Touch ticket metric hovers between 25-30% - does that number *also* include suspended tickets (including spam) that just get deleted, by chance?

    And if deleted suspended tickets don't factor into the calculations for One Touch - what other criteria gets used to define One Touch?
    Do tickets that get merged into another 'count' as a one-touch ticket, for example? 

    (I'd argue that deleted suspended tickets *and* merged tickets both should not count as a One Touch ticket.) 

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    Sylviana Ho

    @Betsy - Thanks for participating and offering such great comments and questions! Rest assured that we do not include suspended tickets in any reporting. Merged tickets, however, are included in One Touch Ticket reports and identified with a "closed_by_merge" tag. If you do not want to include these tickets in your One Touch Ticket report, simply add a filter that is "Ticket isn't closed_by_merge." 

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    Sam Chandler

    I LOVE the User Data and Answer Suggestion apps!

    With the User Data app I'm able to easily decide which User and Organization data to display in one place without having to toggle back and forth on the ticket. It's saved us oodles of money by helping us turn our portal into a substitute CRM - especially since we can add custom User/Organization Fields. 

    The Answer Suggestion app also allows me to stay on the same screen without having to go to our web portal to search a KB article. Something I've also found helpful is that you can copy and paste the content from the Answer Suggestion module/window instead of adding a link to your response. This helps me when I want to use some phrasing from an article but not necessarily link to it.

    As for productivity apps - not sure of the name of it but the ZD app that allows you to add any url to the left sidebar is awesome. Just another feature that keeps agents from getting sidetracked by clicking back and forth between too many windows!

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    Sylviana Ho

    @Sam - I think you're referring to the Sidebar Icon app. And yes, that is a great tool to help keep you and your agents focused on one window. Great tip!

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    Sylviana Ho

    That wraps up the discussion for today! Thanks to everyone who participated by sharing your tips, best practices, and ideas. Please feel free to come back and leave comments and questions here if you think of any later on. 

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    Jennifer Rowe

    Check out our new series about how Zendesk uses Zendesk.

    The first session in the series describes how we rolled out Voice here at Zendesk. 

    https://support.zendesk.com/hc/communities/public/posts/204142146

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