Recent searches


No recent searches

Hierarchy Setup

Answered


Posted Dec 15, 2023

Hi All,

I need help in a use case where an agent assigned to a ticket does not work in the given TAT, the notification should go to the supervisor in a given time but, here the supervisor or the reporting manager will be changing frequently. This they want to have as the ticket unsolved or not worked on time are looked into and the supervisor during that time has the proper update on the same.

Please provide us with the best solution to this. 

Thanks 


0

6

6 comments

image avatar

Jimmy Rufo

Zendesk Luminary

You could set an auto CC on a light agent that ties to a distribution list of relevant supervisors.  Whoever is on shift from supervisor side can log in with their full agent account and intervene.

0


image avatar

Steve Lacoss

Zendesk Luminary

You may want to create an automation with parameters that send a notification either to an email or Slack channel when a ticket has sat for x amount of time without an update. It could add a tag that makes it visible from a manager view in Zendesk and set a trigger/macro to remove the tag when resolved.  You may also consider setting up some SLA policies,  if applicable, to help highlight when tickets are past due for attention. 

0


image avatar

Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Akanksha Shukla -

You might consider adding a user field dropdown with all of the supervisors names, and then associate the supervisors at the agent profile level.  From there, you could build business rules around the tags associated with the drop-downs, but having dynamic views might be more efficient for you (Manager X View has ticket assignees A, B, C).  Hope this helps!

Brandon

0


image avatar

Brandon Taylor

Zendesk Luminary

Hi Akanksha Shukla,

There are a few approaches to this:

1. Dynamic Supervisor Groups:

  • Create a "Supervisor" group and dynamically add/remove members based on their current reporting relationships. This can be achieved through integrations with HR systems or using custom fields in Zendesk to define reporting lines.
  • Set up a trigger to fire when a ticket breaches its TAT and the assigned agent hasn't updated it.
  • As an action, the trigger assigns the ticket to the "Supervisor" group, ensuring the current supervisor receives the notification.

2. Escalation Rules:

  • Define escalation rules based on TATs and ticket priority. When a ticket breaches its TAT, automatically escalate it to a specific group or individual, likely the current supervisor identified using custom fields.
  • This approach ensures escalation without relying on dynamic groups, but requires manual updating of supervisor fields if they change.

3. Automations with Custom Fields:

  • Create a custom field for "Current Supervisor" and update it regularly based on your HR system or manual input.
  • Set up an automation to run every hour or based on a schedule.
  • The automation checks for tickets meeting specific criteria (e.g., overdue, assigned agent inactive).
  • If the criteria are met, the automation checks the "Current Supervisor" field and sends them a notification via email or internal chat.

-The other Brandon :)

1


Just Iterating on Brandon Taylor's solution here:

Dynamic Supervisor Groups:

  • Create a "Supervisor" group and dynamically add/remove members based on their current reporting relationships. This can be achieved through integrations with HR systems or using custom fields in Zendesk to define reporting lines.
  • Set up a trigger to fire when a ticket breaches its TAT and the assigned agent hasn't updated it.

As an action, the trigger assigns the ticket to the "Supervisor" group, ensuring the current supervisor receives the notification.

I spotted yesterday that there's a trigger action to email all the members of a selected group, so my suggestion would be:

  • As an action, the trigger sends an email to all members of the supervisor group, ensuring the current supervisor receives the notification.

 

0


image avatar

Grace Maxon

Customer Success

Hello Akanksha! 
 
Thanks for your question, and thank you to the community members who have already contributed to this post! 
 
There are a lot of great suggestions already included here, and I would love to add a few more: 
 
  • ensure you're using SLAs - by implementing SLAs into your workflows, you'll be able to monitor the amount of time between different ticket touches and ensure that customers are getting timely responses, whether it's from the agent or their supervisor. You could also consider downloading the SLA Timers app by Sweethawk, which will give you notifications when an SLA is about to breach. 
  • create a view for all escalated tickets to the supervisor team - this view will allow you to see how many tickets have yet to be addressed by the supervisors or are actively being worked on. 
 
If you're looking for a notification process outside of Zendesk, I really like Steve's recommendation of configuring a notification within email or Slack with triggers and other business rules. 
 
I also recommend checking out this article surrounding ticket escalations and how to handle them.
 
The suggestions made by your colleagues here are all great ideas - keep them coming, team! 
 
Thanks,
Grace

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post