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Zendesk: Ticket Workflow

Introduction

This document explains Zendesk ticket workflow.

 

Ticket Workflow

  • Submission: submission of a ticket can be done either directly through the Zendesk submission form, or via email to support@getg5.com.Tickets should include:

    • A clear and concise subject line and request statement

    • Location name(s), links to applicable webpage(s), screenshots (if applicable)

    • The steps taken when experiencing a system issue or a question

  • Assignment: assignment of a ticket can occur automatically via Zendesk configuration (if staff is assigned a portfolio of clients), or manually, by selecting a ticket from a general work pool

  • Triage: the process by which tickets are categorized, prioritized, and routed to the proper individual/group; use the appropriate triage macro

    • Triage on a regular frequency to ensure internal SLA's are being met; the recommended frequency is hourly

    • Select the applicable triage path; if unsure of the applicable triage path, get help from the team. Notes on using the Send to Outside Department macros:

      • Send to SEO: requests to update Google+ or Google My Business websites, including updates to core info: address, phone number, business hours, etc.

      • Send to CS: issues regarding website performance, G5 billing, G5/client relationship, new product/service requests, and client unresponsiveness in tickets

      • Send to Digital Advertising: Google Paid ad issues

      • Send for IT: requests mistakenly sent to the IT Department's email address (it.support@getg5.com) rather than to Customer Care's email address (support@getg5.com)

    • Set the ticket status. It is up to the discretion of the assignee to set the ticket status as desired when triaging. Recommendations:

      • Open: Advantage: accurately reflects the true status of the ticket, and lets the assignee know action is required on his part; Disadvantage: does not distinguish triaged tickets from un-triaged tickets => the most efficient way to make this distinction is to hover over the ticket in your personal queue to see if triage comments have been added

      • Pending: Advantage: distinguishes triaged tickets from un-triaged tickets; Disadvantage: does not accurately reflect the true status of the ticket, and inaccurately displays to requester as Waiting your response

        • Note: tickets in Pending or On hold status automatically open after two days unless there is a due date set, or if the value in the Form field is Not Working

  • Prioritization: work tickets in the order of highest priority first, and make sure Service Level Agreements (SLA) are met:

    • Website down, infrastructure failure (ex: server down)

    • Revenue and legal issues: pay online issues, form issues

    • Display issues: broken links, website display issues

    • Design issues: standard CMS requests

  • Processing: complete the requested task(s)

    • If a ticket has gone two days without activity, add a status update to the Comments section so the requester is kept informed

    • If any elements of the ticket are not fully understood, add to the Comments section of the ticket a request for clarification from the requester. Change the ticket status to Pending.

      • Public vs Private Comments: for externally submitted tickets: any internal communication, regardless of the nature of the communication, should be a private comment. This minimizes potential client confusion.

  • Resolution: when the request has been completed, use the appropriate solve ticket macro

    • Use the standard solve macro for most tickets

    • Use the Silent Solve macro if a ticket has re-opened due to a client sending "thank you" comments, or if an issue initially submitted via Zendesk is now being handled outside of Zendesk

  • Appeal: the requester can re-open the ticket for additional changes by returning the solved ticket email notification. The ticket status automatically changes from Solved to Open and lands back in the Assignee's queue. The appeal period is four days.

  • Closure: after the appeal period has ended, the ticket automatically changes from Solved to Closed. At this time, the ticket cannot be re-opened. If the requester has additional issues, he will need to submit a new ticket.