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
Jimmy Rufo
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
Steve Lacoss
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
Brandon (729)
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
Brandon Taylor
Hi Akanksha Shukla,
There are a few approaches to this:
1. Dynamic Supervisor Groups:
2. Escalation Rules:
3. Automations with Custom Fields:
-The other Brandon :)
1
Gareth Elsby
Just Iterating on Brandon Taylor's solution here:
Dynamic Supervisor Groups:
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:
0
Grace Maxon
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:
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