The Education Roundtable is a group of Zendesk customers in Education who share their expertise on a specific topic. You don't have to be in Education to participate!
How to participate:
- Read the advice from the panel.
- Add a comment to ask a question or share your ideas.
Meet the panel for this roundtable, then read their advice below:
- Megan Young, Technology Operations Analyst, Technology Operations, Aspire Public Schools
- Bryant Arteaga, Instructional Technology Specialist, Manager of Support Services, KIPP LA Schools
Megan Young, Technology Operations Analyst, Technology Operations, Aspire Public Schools
Hi, I have a few tips to share base on our Zendesk setup. I hope you find them useful!
Publish your SLAs early and often! Make sure your customers know what to expect in terms of response and resolution time. If you can help them to understand your escalation structure that’s even better. Add them in the SLA section of your admin menu.
Update your customers. Internal comments are great updates for agents, but your customers are not be able to see this activity. Make sure you’re communicating OUT too. Also don’t forget who’s an agent!
- Make use of Zendesk Apps! Free functionality is good functionality.
- Views are easy to make! Organizations, less so. Make sure you know before you change things. You can’t revert.
Bryant Arteaga, Instructional Technology Specialist, Manager of Support Services, KIPP LA Schools
In order to be able to collaborate as a team with Zendesk everyone should be aware of their role(s) and what they are specifically responsible for. Here at KIPP LA Schools I'm the person who triages all and any ticket(s) that come in.
Following that, then each department has a ticket master. The master ensures that the ticket gets assigned to the correct person within their team. This way it limits the errors and time that it might take to have the ticket(s) bouncing around from person to person.
Triggers and automations we use
With our triggers we also setup automations that allow us to set a ticket to *Pending* in case there is still need for further resolution.
As the main ticket triager, how do i know to what group (or who) to assign it to? We have Triggers that automate keywords (Finance, money, pension as well as for Tech LCD, computer, devices)
PRO TIP: We never solve a ticket that requires a followup question (i.e. - Have we solved your issue? and or is there anything else?) You can also use Private comments to talk to other agents this way the end user (Requester) does not see your comments. *We use it all the time!*
Macros and views we use
We talked about the automations we have and triggers. The manual items we’ve set up per team and per user macros and views.
All our Macros are customized for our standard and circumstances.
How do you communicate with the ticket masters? Within each team there is 1 person who manages their teams ticketing. After I have chosen accordingly to what Dept. It belongs to. The best way to communicate is to use the Macro (Assign::xyz - like the image above, i assign to the group or specific person i know can solve the issue.) If the ticket is mishandled it can always be reassigned but we try our best to limit these slip ups, it can cost you time until the agent can read it and reassign.
These Macros are per Team, each team gets an assignment per the request of the Users. Clicking on one of these allows us to “Automate” the response and or send a private message to the Master Ticket Triager on the respective team.
These are the Canned responses we use that are manual to each issue that we come across. Some Canned Responses are internal, (i.e - Device Repair GSX)
We use this one to track the process of the repair, this also notifies the requester (Person who submitted the ticket) That the computer has been looked at, has been sent for repair or being repaired in-house.
How are groups Setup?
We have 6 total groups:
Each team has their individual rules, and each team has a Master Triager.
With this amazing Zendesk option you are able to customize what you see on the left hand side of your tickets (Outside of a ticket i.e. - all tickets or sites)
As you can see we have specific views for each respective team:
- Real estate
Each team has a view that they use to have an eagles point of view of how their team is doing ticket wise and address older stale tickets.
What are the views you use?
For the Support Team we use the views:
- All Open TKTS
- MY TICKETS
- All Sites by Support
Reports we use
We’ve created a number of reports using Insights and Good Data.
We use these reporting methods to show how productive or how much help we need per team. At times we use these reports to view hiring necessities and overloading in each department.
This is the tab setup we have for our reports we then have each team take a turn when meetings are happening to show and tell
These are some of our workflows we've set up for using Zendesk. I hope you enjoyed this. Please share your ideas!
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