On the BetterCloud Support team, our mission is to always strive to delight. This experience starts and ends with support and is the reason we constantly look to not only innovate in the support space, but also continually learn and grow as a team.
The Zendesk Peer Review system we developed is an automated process we created that allows you to automatically (and randomly) assign solved tickets for anonymous peer review.
For the reviewer, the review itself is very simple:
And the agent being reviewed receives an email with the anonymous feedback as soon as the review form is submitted.
You can choose how many tickets are assigned to each reviewer and which agents you would like to review.
The Review Queue and Review Data are both stored in a Google Sheet. With this information stored here, you can reference and analyze all reviews in the future.
Why we developed this system
Providing direct feedback to other people on your team is tough, especially when that feedback is critical, and initially, our team found it difficult to provide or receive feedback directly to each other. Sure, when we receive a good or bad review from a customer, that’s easy. But rather than waiting for customers to call out anything that we can improve on, we want to identify those opportunities ourselves first.
To combat this, at BetterCloud, we created the Peer Review system in order to provide more rapid and consistent feedback within our team. This system is completely automated using Google Sheets, Google Apps Script, and the Zendesk API. At the beginning of each week the system gathers the solved tickets from the previous week for a specific group of agents and assigns those tickets to a set of reviewers. The group of reviewers can contain anyone you’d like -- we even have our CEO reviewing a few tickets every week. Once the feedback form has been filled out and submitted it is automatically sent to the agent of the ticket.
Areas our team need additional training or education on
It has helped us identify top performers
The process serves as a great way to spread ‘tribal’ knowledge
It has proven to be very helpful during the onboarding process for new hires
It allows Managers to mention small/nitpicky/overlooked items that otherwise wouldn't have been caught
Agents feel a larger sense of pride in their tickets if they know the ticket may potentially be reviewed
The automation timeline
Every Monday, all tickets from the previous week are ingested and then assigned according to your configuration. You will also receive an email containing any reviews that were not completed in the previous week.
On Thursday, reviewers will receive an email reminder for each review they have not completed.
On Friday, reviewers will receive a second email reminder for each review they have not completed.
- Make a copy of Peer Review System Template.
- Set script variables in the Dashboard tab:
- cZenSubdomain: If Zendesk URL is bettercloud.zendesk.com, then put bettercloud in this field (use the same subdomain for Support URL Root below)
- cZenUserName: Zendesk Admin Email Address
- cZenToken: Zendesk API Token (found here: https://[subdomain].zendesk.com/agent/admin/api/settings/tokens)
- Peer Review Web Service Endpoint (see step 5.3)
- Company logo
- Support URL Root: ie) https://[subdomain].zendesk.com/agent/tickets/Replace [subdomain] with your subdomain
- Set up Reviewers tab.
- Set up Agents tab.
- Set up the script.
- Navigate to Tools > Script Editor.
- Copy ‘Current web app URL’ and use in step 2 for Peer Review Web Service Endpoint.
- Update Line 10 of commonLibrary.gs with the ID of your Sheet.
- Set up Triggers.
Resources > Current Projects Triggers
- Publish > Deploy as web app.
Set ‘Who has access to the app’ to ‘Anyone, even anonymous.’
- (OPTIONAL) To perform sentiment analysis, an API key is required from HP’s On Demand IDOL library. The key must be entered into the config sheet.
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