Workflow question when Tier 1 maintains communciation

Answered

6 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Brenda!

    This is a really interesting work flow! Off the top of my head, I'd say the easiest way to improve this would be to assign the tickets to whoever needs to be working on them, and then have them re-assigned to the original T1 agent when an update needs to go out. However, hopefully there are others who have ideas as well!

    I'll ping our Community Moderators to see if they have any insight to share. I'm also going to flag this to be included in our December Community Roundup to see if we can get more eyes on it!

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  • Dan Ross
    Community Moderator

    I'd assign the ticket to tier X and keep the original agent CC'd, so they can receive emails (check your triggers) whenever a private note is made on the ticket. They can then go and make a public response when needed.

     

    This might also be a good use case for the Zendesk Side Conversations feature, if your plan can support it.

     

     

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  • Dan Cooper
    Community Moderator

    You might also consider taking the ticket and splitting it as it goes into various tiers of support.  Apps like Linked Tickets or Linkets can help you see the relationship between certain tickets while splitting the ticket so that each tier owns their portion of that request.  This would also minimize the Tier 2-5 agents from responding back to the customer on accident and allow for Tier 1 to track down where T2-5 is at for the tickets in their queue. 

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  • Brenda Piersak

    Thank you for your replies!

    Jessie - I was hoping not to reassign the ticket to T1 just for communication because I don't want T2-5 to lose visibility of an incident they are actively working on.  

    Dan - also thank you!  I thought about that as well but the desire is to keep ticket communication out out email and within Zendesk entirely.  We use that feature if the agent just wants to be in the loop on resolution but they don't need to take any action.  

    Daniel - also thank you!  Exactly we do not want T 2-5 responding as they are not trained in CS and often will have an update/question that is far too techy for an end-user to understand.  I thought about this as well but then I'm not sure that we would receive accurate re-assignment reporting for the various groups. And then would it create more work for the T1 agent to review linked tickets throughout the day for updates.  

    One idea I had was to create a custom field for the T1 agent.  They would select their name before assigning to the the next tier.  Then I would create a view for all escalated tickets to T2-5 with that field displayed so the T1 team can view all escalated tickets and they would know who "owns" the ticket by that field.  Then sort the view by last internal update.  Thoughts on this idea?  I need to get the tickets moving between the groups but also maintain visibility for the T1 team for follow up.

    Appreciate all of the feedback and ideas!

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  • Jessie Schutz
    Zendesk team member

    Hey Brenda!

    I like the custom field/view idea. So the assignee is the person who is actively doing something to a ticket, and the custom field indicates the T1 owner. I was going to suggest possibly using CCs, but I kind of like the custom field idea better since it makes it clear who's the owner vs who is just watching the ticket.

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  • Heather Rommel
    Community Moderator

    As part of our onboarding process we have each T1 agent create a macro "my Tier 2 Escalation macro" and have them add a personal tag (name_escalated). Then we have them create a view that looks for their escalated tickets. It helps us train them on Zendesk functionality at onboarding and get the workflow in place.
    I like the custom field though! How is that working for you?

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