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Feature Request: Escalation button per ticket within HelpCenter Requests page
Posted Jan 15, 2025
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue:
We are a global software company in the B2B sector, and we deal with complex and sometimes long-running tickets.
Within the lifecycle of a ticket, it is the case with a certain number of tickets that customers or business partners want/need to officially escalate tickets to support or customer care management or top management.
This should ideally be implemented in a simple way with good usability within Zendesk standard functionality.
What problem do you see this solving?
It should be possible to escalate tickets within the HelpCenter in the ticket view simply by clicking on a button:
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This should then be traceable and documented for both sides, i.e. end users and employees.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Escalations happen at least several times a week and are currently handled manually (= via email) outside the normal support channel and platform.
This separation means that there is no simple overview.
Key Account, Sales, Partner Manager and Success Manager have a hard time preparing for customer meetings in their daily work because they have to merge information from different places/sources.
Are you currently using a workaround to solve this problem?
Our workaround is currently a separate manual process to manage the escalations, which is time-consuming and not straightforward.
What would be your ideal solution to this problem? How would it work or function?
Our B2B customers and partners highly demand an easy-to-use functionality.
They like how the functionality is implemented in a well-known competitor of Zendesk:
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Optional: After a click on the escalate button, an additional form opens to provide further information:
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There is business logic in the background so that the corresponding further steps are documented and can be traced by the support / customer service management team.
Furthermore, our sales staff, account managers, partner managers, etc. who are Zendesk Light Agents should be able to get an overview of all escalations with a simple search or ticket view on escalated ticket per organization before a customer appointment.
A simple solution without an additional form would be to add a configurable tag such as “customer_escalated_bug” to the ticket after clicking on the Escalate button. Views and triggers could then be set up with Zendesk basic functionality.
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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