Zendesk on Zendesk: Escalating tickets to developers

11 Comentarios

  • Colin Piper

    Hi Joseph. Always good to hear how things work internally at Zendesk. 

    We escalate between support teams in a similar way. Instead of tagging the tickets I add a private comment to the ticket via a target but I can see how tagging might be bether. 

    My macro for collecting information during the escalation is quite basic so I may modify it :)

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  • Joseph Oliver

    Hello Colin,

    Thank you for sharing with us!

    Typically we use a combination of the two; escalation-wise, public note to the requester informing them of the escalation, and then an Internal note with the gritty details of replication and steps taken.

    The tag association is two-fold, first is does give you the associated element in Insights on when that tag was associated and the escalation happens.

    The second benefit is that it is a quick way for agents to consult their escalated requests.

    I have a personal view to track all of the historical tickets that I have escalated based on the advance_ticket_joliver tag; in addition to CCIng myself on active requests, I now have a dedicated view for those tickets I have escalated.

    The benefit of course is that this can all take place within a Macro, escalation note details and tag association.

    Thank you for sharing Colin : )

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  • Paul Tarling

    Thanks for sharing this - it's great to see that our internal processes already mirror this kind of best practice!

    I have one question for the community on this though: how do you handle developers as agents in Zendesk? Our processes mirror almost exactly that above. The developer has no direct contact with our customers, and simply helps the assigned agent with troubleshooting as needed.

    The major problem we have is that we chose to set up our developers as Light Agents. It turns out that the huge restrictions on what Light Agents can do is preventing our developers from using the system properly. What we want is for a Dev to review the ticket, add internal comments, and pass it back to the agent working on the ticket. As light agents cannot change ticket properties, they can't do this which means agents are having to remember to regularly review the tickets we put with development.

    We had thought about adding a trigger so that Dev's could "un-tick" a box and the trigger would re-assign it back to a triage queue, but from a workload perspective that doesn't change much from having someone review their tickets each day.

    Does anybody have any thoughts and experiences they can share on this?

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  • Colin Piper

    I created a custom field with the names of the people in one of my teams and this field is used to "assign" the ticket when escalated. They can create views based upon this custom field and I clear the field when it is passed back.

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  • Joseph Oliver

    Hello Paul,

    Thank you for reaching out!

    Now, in terms of including these Devs/Light agents have you thought about handling it through adding them as CCs onto the request?

    The idea here is that handling agent would CC one or more of these Light agents and then Internal note to them asking for assistance.

    The Light agents can then note the ticket with their suggestions while it remains assigned to your handling agent.

    Hello Colin,

    Thank you for providing that Custom field use.

    This can certainly help to facilitate escalation/assignment to available team members as well as helping to track ticket escalations based on the Field and your views.

    Excellent suggestion.

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  • Shahin Kohan

    How about integration with On Prem TFS? 

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  • Jessie Schutz

    Hey Shahin!

    We actually have a fairly active thread on this in our [Product Feedback Forum](https://support.zendesk.com/hc/communities/public/topics/200132066-Community-Zendesk-product-feedback): 

    As you'll see from Maxime's post from this past August, we're not currently planning an integrate with Microsoft TFS, but I encourage you to add your vote and use case to the thread!

    Hope that helps!

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  • Yann Zindel

    We tested the Play View feature with our first level support agents some time ago because of the cherry picking issue. One problem we have faced was that some agents started to press "play" and read the ticket contents. If they weren't feeling like solving the issue, they just closed this ticket's tab and waited for half a minute. When reentering the play view, another person will be on the "skipped" ticket.

    We are currently thinking about bringing the play view up again, but we would like to have a way to check if and who of our agents make use of this loop hole. Is there any way find this is out? Or is anything planned in this regard? :)

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  • Jon Daniels

    Thats correct, Yann!

    If the agent exits the ticket without anything being saved, that isn't counted as a skip on their profile.

    I don't think there is a way to track this particular behavior, but feel free to send a message to support@zendesk.com, we can help you brainstorm ways to improve your agent's knowledge so they aren't afraid to take tickets!

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  • Ross

    I can't see that TFS post (Not authorized apparently).

    Is there any update?

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  • Nicole - Community Manager

    Hi Ross - 

    Sorry about that. That thread was archived as we determined that it's not something we have plans to build. 

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