Escalation Process & Macros Template
In addition to the formatting, many bugs and reported customer issues were being forgotten about while they should have been escalated.
To resolve this issue, I created a standardized format.
The process I created and enforce with our agents includes a few different steps and is documented .
1: Agent uses the "Escalate Bug" macros:
ACTIONS:
- Comment Mode / Private
- Group / L2
- Comment
ZD ID # {{ticket.id}}
REPORTING AGENT: {{current_user.name}}
CONTACT: {{ticket.requester.name}}/{{ticket.requester.email}}
COMPANY: {{ticket.organization.name}}
LOGIN URL:
ISSUE SUMMARY:
A very concise sentence or two to explain the issue.
Be careful not to include steps to recreate, results, or any other detail that should be included in a separate field.
STEPS TO REPRODUCE:
1: Navigate to event "{{ticket.ticket_field_[custom field code]}" located at URL:
[URL goes here]
2: Step 2
3: Step 3
EXPECTED RESULTS:
ACTUAL RESULTS:
FREQUENCY:
WORKAROUND:
NOTES:
2: The L2 Agent logs the ticket in Jira and adds the Jira to a custom field property in the existing ZD Ticket.
3: Once the Jira ticket is logged, the ticket is sent back to the L1 agent with next steps or a request for additional information.
4: The L1 agent logs the bug ticket in an internal only log of hot issues.
Throughout the process the following is always true:
The fields are always required and never removed from the bug report.
The personal escalating the ticket is responsible for keeping the customer up to date and shares potential workaround and/or progress if dependent on development, sales, or ops.
If a different apartment is providing information to the helpdesk and it may take some time, the ticket is placed on-hold.
The customer never sees or knows that their ticket is on-hold. Agents let customers know that the bug ticket is filed and their ticket will remain as "Open" which is how it appears to them.
Every release, resolved bug ticket are removed from the hot issue list and added to a "Resolved Bugs" category in the internal KB. The agent validates the issue is in fact resolved by testing and then they notify all customers that had an open ticket tied to the bug. customers are notified and their tickets are deemed to be solved. :)There is a little more to it as far as the details go, but I will spare you.
Let me me know if you have any additional question or if you want to share your thoughts or suggestions.
-
Love. it. Thanks for sharing another great tip, Justin!
-
Do you support more than one product? If so, we sell in excess of 150 software products. We have about 100 development teams that take care of bugs. In your macro you appear to be setting the Group to L2. Do you have to create one macro per L2 team?
-
Hi Susan,
I haven't seen Justin around in a while, so I'm not sure if we'll get an answer back. Maybe there are other folks here who support multiple products and dev teams who can share their process.
You can read about how we escalate tickets to our Dev teams here in this Zendesk on Zendesk. It doesn't mention a need for multiple macros. Each dev team here has its own group so we assign accordingly.
Good luck!
-
Hi Susan,
The above macros was created for a single SaaS based software platform (with many bells and whistles). I would keep looking around for something a bit more aligned with your use case.
@Jennifer, Is there anything I can do about the errors I noticed while I was reading through this?
-
Oh hi, Justin! You are around. Nice to see you. :)
The formatting is messed up because we migrated this post over from Web Portal to Help Center. Sorry about that! If you want to send a cleaned up version to me in email, I can copy/paste it into this one.
-
Thank you Justin. I have created Triggers and also used part of your macro. I just was wondering if there was a Holy Grail I didn't find.
Publicação fechada para comentários.
6 Comentários