Best practices for building out an Account Management queue?


  • Heather Rommel
    Community Moderator

    We switched to using Zendesk for all customer interactions like you’re exploring and it works great!

    I recommend setting up separate emails if your customer base will tolerate it for different inquiries. and, etc

    However, You may find, as we did, it that customers will continue to use whatever email their computer remembers or whatever email that worked before so
    keep it in mind that not all tickets get routed perfectly for that reason in the long run.

    We set up some triggers to look for a certain word or string of words to email those reps that would have interest in that ticket. For example, any time a ticket mentioned training or a particular product but did NOT come in on the expected email (, zendesk sent us a little note. You can work this through Slack instead of email if you prefer.

    So I guess my advice is to think through some backups to your processes and maybe even “watch” all tickets for a few weeks to see how your new changes are going. I noticed that agent’s perception does not always match the facts - just human nature - so setting up triggers and watching reporting will make a huge difference.

    The other big help for us was adding (minimal) additional custom drop down fields. This helped different departments know what the current status of a ticket was according to their language rather than ITIL language.

    I hope this makes sense!

  • Jessie Schutz
    Zendesk team member

    Thanks for jumping in, Heather!

    I'm also going to add this post to our May Community Roundup to hopefully get more people in here to share their thoughts.


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