![]() Based on what they select, they're asked if they are submitting a request for something or they are having a problem with something. When an end-user goes to the ticket submission form, the first thing they are asked is which support group they need help from (IT, HR, Facilities). This system started out just being used by IT, but it has been adopted by Facilities and HR. ![]() I try to build as much as possible into the functionality so child-tickets, Email alerts, and approval requests are all automatically generated and routed to the correct people. My philosophy is an Agent should never have to think very hard about what to do with the ticket. I took the opportunity to revamp our processes while at the same time building them into Zendesk. I am in a fairly unique position because I manage all of our end-user support teams, and I also designed and maintain our Zendesk build. Each part of the workflow is conditional, So a laptop ticket is only generated if a laptop is being requested, building access ticket is only generated if the person needs badge access, etc. When a comment is posted into a sub-ticket it automatically gets copied into the parent ticket so that agent is always in the loop. HR submits a new hire request, service desk gets the main ticket, depot team gets a linked child-ticket to set up a laptop and ship, finance gets a ticket to create the logins for financial app, facilities gets a ticket to process building / badge access, and so on. I have a ton of workflows that, when triggered, create all the sub-tickets and route them to the correct teams. This app allows you to have a one to many relationship. Sub-tickets are awesome because natively Zendesk only allows one child ticket linked to another. Interesting! So the procedure is for agents to manually enter tags into a ticket in certain scenarios? Like if the user is requesting X, or has a problem with Y, there are certain tags the agent should enter into the ticket? If you don't mind me asking, what are the tags then used for? Is it just for reporting / metrics for the management? Are there any workflows or triggers built that utilize them? If it's just for ticket categorization there are way better ways of doing this. While I'm not the one to decide changes and stuff, I know I can slowly bring ideas and if I prove they will be useful and offer a positive impact, they will surely be implemented. If you have any suggestions of readings to understand how to improve our processes and settings, I'm very interested in hearing it. It looks like you have it figured out and have a very well thought process in the way you have your set up. We do have lots of macros that apply the tags automatically but there are other cases where the tags need to be added manually. I'm like a Lead there so my scope is limited and am trying to at a least make it better within my power range. Our director was the one to implement our current usage of tags and while I find it a little confusing and somewhat messed, there isn't much that I can do. Please be aware official support can be found on our website, and will be the best avenue for help. While Reddit is not an official support channel of Zendesk, we will from time to time check in, share Tips and hints, and provide support when able to. What Kind Of Support can I expect on reddit? Self-service needs - Use Zendesk, the fastest way to the best customer support. Zendesk is a beautifully simple and sleek platform that brings all your customer conversations into one place.Ĭreate one beautiful destination for all your customer Zendesk is the proven cloud-based customer service software solution that is the fastest way to enable great customer service in companies of all sizes and industries, which is trusted by over 100,000+ organizations worldwide. Zendesk Operations Twitter What is Zendesk? Head to our Help Center () for the absolute best support you can find. Sign up for a live webinar or view an archived webinar.Learn more about our pricing and compare features.
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