ZENDESK TICKET FLOW AND GUIDELINES.-updated 27/4/17
ZENDESK TICKET FLOW GUIDELINES TEAM- updated 27/4/17
If we are in a team that works with tickets the task or work that we are doing should be shown as a ticket, os we can assign time to that ticket , we need others in the teams to be aware of our workload and tasks easily as we are not all in the one office so if we can see that we are working on a ticket this makes it much simplier
if we are doing something that takes more than 5 minutes we should have created a ticket for it , that way we can allocate our time to it , others know what we are doing and will will have paper trail later of what was done as regards this task
we should work on our tickets in batches of 1-2 hours , i.e we look at fresh items to action from email/messages etc , we sort our tickets in priority and then we start on the tickets , we break after 1-2 hours , re prioritize and start again
we have different task types
ideally we work on planned task in batches . i.e if we enter in accounts invoices we do all for the day in one batch , do dont do for 10 mins , then switch to another "as required" - we do it when it comes up ,we dont know how often it will happen i.e answer the phone - we have to do this task immediately when it happens
"planned task" - we do these every day and we can do in a batch , we dont have to do immediately , we want to be efficient for this so we batch these
normally we are doing a batch task and then when a as required task comes up we switch to that and then go back to the planned task , ideally we wouldn't switch between planned tasks but we have to switch from as required to batch task and back and forth sometimes
if we have lots of small as required tasks -i.e answer phones , action inquiries,allocate tickets
we will get some staff to do these so they get in a flow of one as required task at a time and then we have other staff doing the planned task so they can be efficient and get lots done without distraction
NOTE
ticket subject line -
add invoice number details and customer or supplier details here so you can view ticket easier
if ticket is message to jj salesperson put their name in the ticket view
This will often be updated to reflect the current situation of the ticket , it should be a short single sentence headline summery so it can be viewed efficiently
due date
is the next date when you will take action
i.e if you have asked customer a question you wouldn't expect reply to next day so you would mark ticket as pending or on hold and make due date the next day and then action it then
priority
is urgent,high,medium or low ,urgent tickets are on top of view
high priority are tickets you will do at start of day
normal priority you will do in middle of day
low priority i.e tickets you will do at end of day
groups
these are the accounts sub departments i.e banking ,CHK ,Accounts receivable ,accounts payable
each team member is part of multiple accounts groups
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NEW TICKETS REVIEW
Look at them and either action immediately or set due date/priority and status to action them ,
change the subject line so reflect a summery of the ticket
New tickets should be reviewed within 2 hours
AT START OF DAY - ACTIVE TICKET REVIEW
check active tickets and make sure due date/ status and priority are still correct , this should only take 10 seconds per ticket ,
AFTER LUNCH EACH DAY -ACTIVE TICKET REVIEW
check active tickets and make sure due date/ status and priority are still correct - this should only take 10 seconds per ticket ,
BEFORE YOU LEAVE A TICKET THAT YOU HAVE WORKED ON
Ensure the subject line is still a reflection of the status
ensure due date and priority are correct
what ever action you have just taken should be noted on the ticket
WHEN YOU LOOK AT A TICKET YOU SHOULD BE TAKING ACTION ON THAT TICKET - (except start day/after lunch review )
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NEW TICKETS REVIEW
Look at them and either action immediately or set due date/priority and status to action them ,
change the subject line so reflect a summery of the ticket
New tickets should be reviewed within 2 hours
AT START OF DAY - ACTIVE TICKET REVIEW
check active tickets and make sure due date/ status and priority are still correct , this should only take 10 seconds per ticket ,
AFTER LUNCH EACH DAY -ACTIVE TICKET REVIEW
check active tickets and make sure due date/ status and priority are still correct - this should only take 10 seconds per ticket ,
BEFORE YOU LEAVE A TICKET THAT YOU HAVE WORKED ON
Ensure the subject line is still a reflection of the status
ensure due date and priority are correct
what ever action you have just taken should be noted on the ticket
WHEN YOU LOOK AT A TICKET YOU SHOULD BE TAKING ACTION ON THAT TICKET - (except start day/after lunch review )
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WORKFLOW GUIDE
Work from the "your unsolved tickets " view as home page
these tickets are sorted into views of due date/then priority
all fresh tickets should have due date and priority set before you work on them
so work thru tickets one at a time
pass to some other agent ( assign it to them )
ask question back to person requesting ( person whom created query/question) ,
put it on hold ( ask someone else a question )
or solve it ,
once all your tickets that are due today are completed then check the unassigned tickets in your groups and assign these to yourself ,
note sometimes your manager will have already assigned these to you
assign the high priority ones with most recent due dates ,then move to less urgent
note sometimes your manager will have already assigned these to you
assign the high priority ones with most recent due dates ,then move to less urgent
TIP: assign them to yourself in bulk ideally 1-2 hours work ,this maybe more easy that assigning 1 at a time
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Creating tickets
be clear -the better the questions are the better answers you get
what is required
who requires it
when is this required
why is this required
create and assign to the appropriate person
Ideally one action required = one ticket ,this saves things being mixed up
if one customer has questions on multiple invoices create separate tickets for each invoice
If ticket is as regards a specific invoice or work order ,have these details in the subject line of the ticket so you can see these easily from your open tickets
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WORKING WITH THE TICKETS -
If one team member is working on a ticket and needs action done by another internal team member
then they assign the ticket as open to that person,note whats required clearly and when
when that other person does whats required ,they assign ticket back to them
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If no ticket created and one team member needs another to do some action
they create ticket and assign it as open to that other team member ,be clear as to whats required and when
other team member will action and then re assign back to first team member once they have done required task
If you are assigned a ticket by another team member make sure you understand the key points
what is required
who requires it
when is this required
why is this required
often you will have to view the ticket thread so you understand what action is required ,if you are unsure ask them to clarify so ask the internal note and assign the ticket back to them
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If you require more information from the requester ( the person whom created the ticket )
Many support issues require that you gather more information from the requester so that you have enough information to resolve the issue. You add public comments to the ticket, which are sent to the requester as email notifications. When you're waiting for a requester to provide you with more information, you set the ticket Status to Pending. Doing this indicates that the ticket, from your agent perspective, is on hold
To set a ticket to Pending, just open it and change the status and then update the ticket.
When the requester responds and a new comment is added, the ticket status is automatically reset to Open. A ticket can be changed from Open to Pending and vice versa many times during the course of resolving the support issue
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CLOSING A TICKET -MARKING IT AS SOLVED
Only close a ticket if the required action is complete ( in terms of the person whom first created the ticket )
Once you've resolved a requester's support issue, you change the ticket status to Solved. This should mean that you're done with the ticket and that the requester is satisfied with the resolution you provided. However, a requester can reopen the ticket after it has been set to Solved just by responding back and adding a new comment. For example, perhaps the requester disagrees that their support issue was resolved or that something new occurred that invalidates the fix
i.e
matthew needed to get a freight quote
matthew asked glen to get a freight quote ( he assigned ticket to glen )
and glen had got the required quote ,glen wouldn't close the ticket ,he would assign ticket back to matthew as open
matthew would inform customer and if no further action was required matthew would close the ticket
note if the customer contacts us again as regards this then the ticket will automatically re open and be assigned to matthew as open
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FAQ
What is a ticket has been wrongly assigned to me ?
either assign it to the correct person or assign it to your manager with note
i.e this was assigned to me by mistake i think can you correctly assign as required
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What if the order of tickets isnt working
You can " get around this " by using the due dates ,see video guide
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The first tasks we are doing that day are the high priority tickets
as a general Guide
High priority tickets we will do in the Morning or NOW
Normal Priority tickets we will do in middle of day
Low priority tickets at the end of the day
so keep it simple
All tickets we are working on
are assigned to us , have a due date and a priority
We work from the top of the list and work down 9(BE ORGANIZED AND DISCIPLINED BUT KEEP IT SIMPLE!!! )
Each hour we break/re prioritize and start again from the top and work down the list of items to do
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TICKETS AND EMAILS
Tickets are a to do list reminder , sometimes we want to tell another team member about something ,
in this case we would just send them an FYI email
We will receive emails that require action ,if this task requires action that we are not doing immediately then we should transfer the email to a ticket , that way all our task to do are in one spot !!
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