Add ticket "order by" option for FIFO workflow

7 Comments

  • Nicole - Community Manager
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    Hi Steve - 

    Would you mind add ing your feedback to the existing thread "How do you use views?" We're trying to keep all Views-related conversations focused in that thread so it's easier for the Product Manager to follow. 

    Thanks!

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  • Dan Ross
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    Hey Steve,

    For FIFO, have you tried sorting by the Request Date attribute in ascending order (oldest to newest)? That will list the tickets in the order they were received, regardless of who updated the ticket most recently. 

     

    Hope that helps!

     

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  • Steve Post
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    Thanks Dan Ross - the problem with sorting by Request Date or even Ticket ID is that it does not capture the order in which the replies of customers are received. Those sort options are only helpful to get FIFO for brand new tickets - which would get buried by replies to older tickets as those come in.

    Our small team might have a ticket open with a customer for many volleys back-and-forth, but we always want to work through the new/open tickets in the order the customer first replied after we sent our last response. Impatient users who reply to an open ticket multiple times before we reply (treating it like a chat window) end up hearing back from us much later than if they had just waited for a reply to their first response since we contacted them last.

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  • Stephen Belleau
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    This is turning into a bit of a support philosophy discussion, but I'll echo Dan's sentiment about Request Date being the best option in general. 

    As a customer, I am okay with waiting in line for the first response, but if an issue requires multiple back-and-forth emails to reach a solution, I'd get pretty impatient if I had to wait several hours/days for each reply. Steve, I'm curious what your reasoning is for making requesters wait after every reply. Chats and phone calls only make you wait once, why should emails be handled differently?

    I recognize that sorting by Request Date would impact your FRT, but as a customer I'd prefer to wait a bit longer for the first response if it means we reach a solution quicker -- basically trading some FRT impact for more positive CSAT. You could also find agent efficiencies by switching to a Request Date sort order. If a customer replies back immediately after the agent's reply, the agent can pick up right where they left off, and not have to read back in the thread for context. Food for thought!

    Okay, support philosophy debate aside -- I wonder if the Zendesk SLA feature would solve this. If you set "Next reply time" as one of the SLA metrics, can you then sort your views by SLA to get the result you're looking for? (Haven't tried this myself as we are happy to sort by request date)

    Next reply time - The time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes.

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  • Steve Post
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    Stephen Belleau, I think you're right - this is turning into a support philosophy discussion, which is not what I'm interested in. I'm interested in Zendesk offering sorting tools that help our support team reach our particular goals and customer commitments.

    I will investigate the SLA options you mentioned, in case we are able to set up a metric that helps. But our experience so far has been that we aren't able to keep our customer tickets "in line" in the order they were placed there ... every time someone "in line" replies to their email thread, they're moved to the back of the line which is counterintuitive.

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  • Nicole - Community Manager
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    Steve et al - I have flagged this thread for one of our Product Managers who's been looking into issues around views and workflows. Thanks for the detailed feedback and conversation. 

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  • Zach Hanes
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    I'd like to second this one. We order our tickets by "next SLA breach," and have SLAs on first reply and next reply. This essentially gets us FIFO ordering. 

    However, there are a few situations that cause a ticket to be in our queue but not have an SLA, such as:

    • Tickets that were solved but manually reopened on our team for one reason or another
    • Tickets where an end user has made a private comment (private comments don't restart the "next reply" SLA timer)

    This means these tickets will fall to the very bottom of the queue, so we have to look out for them. A FIFO sorting option would solve the issue. I recently did a comparison of other tools, and as I recall at least Intercom and Help Scout offer this out of the box. 

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