I am interested in moving to an Intelligent Swarming model of Support, having reaped many of the benefits of implementing KCS and using Guide Enterprise.
I do not have Support Enterprise with its fancy skills-based routing feature, but I'm curious if anyone else has had success implementing a Swarm-like approach while using Zendesk. I am aware that Box gave a talk on this at Relate, but just seeing the slides is a bit short on detail.
I think I can deal without skills-based routing, but I'm not sure how to track who the swarm participants are on a given issue besides just CCs, or how the SLAs would be tracked when one group makes a request to the next "circle" of swarm, etc
Thanks for your thoughts!
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