Given that our support teams work with high demands, it would be essential to have a reminder related to SLA policies. The tool could allow you to set up a notification or email to the ticket agent informing you of the ticket violation. For example, the agent is serving multiple calls and did not identify that there was an urgent ticket return 5 minutes ago and the SLA is due 30 minutes. The tool should notify the agent of this return so that it stops the service it is now performing and resumes the most urgently returned ticket.
In addition to these reminders, it would be important to have an escalation scenario when setting up care groups. When a ticket is close to infringement or if a ticket has been unassigned for more than 1 day, it could escalate the issue to a particular lead profile contact / agent to promptly direct demand to an available agent.
Does Zendesk have any plans to include this functionality in its product?
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