Ticket Management

2 Comentarios

  • Kay
    Community Moderator

    Hi Jerenz 👋

    1) at our company we use @mentions connected via a custom API to escalate attention to certain agents.
    We don't use the escalation of groups. The person making the mention is responsible for the other person to take the ticket. This is to ensure we do not let tickets get in a VOID state.

    We also have a FLOD or FLOH (First Line of Defense/Help). This person is there to assess each ticket within 20 minutes, and respond to the urgent onces.

    2) We use custom fields with relative dates, and have set-up automations to automatically let tickets return from pending/on-hold state to open. This way we ensure that we take responsibility for following up, even if the client forgets about it.

    Hope this helps :)

  • Chris Bulin
    Community Moderator

    Hope you've had a good week Jahn! This is a really good question because I'm sure many of us will have different answers. This is how my groups currently handle these:

    1. For escalations we use macros. The macro creates an internal note that asks for summary information about the issue, including the information about what they have already tried and any screenshots so that the next person to pick it up has a one stop shop for relevant information and doesn't have to dig through previous conversations.

    The macros also allow us to set the correct brand and group (or even assignee in some cases) for the escalation without the agent having to worry about it. All they do is set it to Open and it transfers to the correct team.

    2. For statuses, we generally follow best practices as recommended by Zendesk


    • Open status is reserved for tickets that are or need to be worked on.
    • Our best practice is to Solve the ticket in almost every case for reactive support, because if the user replies it will automatically re-open or create a follow-up ticket
    • Pending is used primarily when we are doing proactive outreach and need to ensure that we get a response from the user. This is often used in conjunction with Automations that periodically remind us to follow up with the user.
    • On Hold is used for tickets that are waiting for internal groups to complete work, for example, tickets that are escalated to JIRA. We also use this status for tasks that have due dates. 

    I hope that helps, but please let me know if you have any other questions!


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