Our team is re-working the way we review tickets. With a growing team, reading every ticket is no longer possible. We are starting to pull tickets by tag types, so that we have a more targeted number of tickets to review.
I'm interested in learning what other ZenDesk users are doing to maintain the quality of their tickets.
What processes, job roles and best practices do you have in place to monitor agent performance and customer experience?
Are you using ZenDesk Insights to identify areas that need improvement?
Have you created any automated systems to pull tickets (such as a "bad" rating) and have those sent to a review team?
Do you have any peer review systems in place or are managers the only ones reviewing tickets?
Let's talk quality assurance!