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How to better automate ticket solving during an uptick in tickets created by customers
Answered
Posted Mar 06, 2024
Our team is currently trying and testing several different methods to better tackle an uptick in tickets received from our customers. I'd love to know what paths your team has taken as well as feedback on the current ones we are using.
- Trigger that auto-replies to users who select a specific field in our form or a string of words match the condition. Marks ticket as pending and closes out if the user doesn't respond. If they do respond it marks the ticket as open again so we can help them further. The issue with this is that our customer do not always fill out our forms correctly. And sometimes even if they do, they write in about something else unrelated. W
- Using macros to reply to relevant tickets in bulk from the search bar and criteria we set. We have yet to start this method but plan on implementing soon.
- Separating our tickets out into copy views. Instead of having all our new/open tickets with no assignee all clumped together, we offer a copy view that puts them into different categories so if agents want to focus on one topic they are good at in their role they can. They still show up in General - New so other agents can serve those and they do not get forgotten.
How does your team handle an uptick in tickets? How do you automate the process so the customer feels sufficiently helped? Any advice or feedback would be great. Thank you.
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3 comments
Stephan Marzi
Hi Naomi,
There are a couple of ways and you have to find your own way - together with your team - to handle things. According to my experiences I can give you some hints to think about:
- In case your users are not filling forms in a correct way, do you see the chance to adjust forms in order to avoid wrong details? Unrelated details in the form/ fields of the form are hardly to fire via trigger I guess. Is there a possibility to use a dropdown field? I also learned that AI features like the one of ultimate will be in the position to automate requests on intent base (also advance AI in some cases).
- Your use-case is not really clear for me. Macros are really cool in order to use placeholders and to reduce time of manual work in standardized processes. In several cases a trigger would be more efficient.
- Views are really great in order to divide topics/ intents. We are using tags in organisations or after firing triggers in order to seperate them. You can easily filter inside the view by excluding tags or showing only tickets with special tags. Sometimes we are building up additional groups/ private groups to differentiate also inside a special team.
Regards, Stephan
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Lee
Hi Naomi, you can try the Aissistant to automate your tickets.
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Patrick Teen
Hey there, I'd suggest checking out eesel AI! Automate all t1 tickets, escalate when needed, and draft replies for higher tier tickets. Definitely covers what you're looking for. Here's the Zendesk app listing for you: https://www.zendesk.com/au/marketplace/apps/support/1019076/ai-agent-assist-by-eesel/
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