Zendesk II End User Updates

Transcription

1 Zendesk II End User Updates Q ZENDESK CHANGES 1. New Group: TL Procurement 2. New Rules for Pending Requests 3. Exceptions for SOC Zens 4. Good Idea But, No ( Roadmapping requests) 5. Using Due Dates 6. Stagnant Zen Automation 7. Hyperlink to a Zen 8. On-Hold Status SERVICE LEVEL AGREEMENTS (SLAS) 9. SLA Standards 10. SLA Reports/Metrics

2 Zendesk Changes These are changes that impact the Zendesk workflow. 1: New Group: TL Procurement We have moved TL Procurement onto Zendesk. For more information on what this group does go to: Mr. TL Procurement, James Mathews TL Procurement will receive all requests through Zendesk including: Vetting Rating Capacity RFQs Help Center 1 P a g e

3 2. New Rules for Pending Requests Pending tickets will be handled in a 3 step process going forward. 1a. Once a ticket moves to a pending status a notification will be sent to the requester after 3 business days. 2 P a g e

4 1b. Another notification will be sent to the requester after 10 calendar days, reminding them again that the agent is waiting on information. 1c. After an additional 3 days (10 total business days a full two weeks) the zen will be set to solved automatically and the requester will receive the traditional Your zen [###] is solved! . From that point, the requester will still have an additional 2 weeks to reopen it, if they actually weren t satisfied with the solution. For clarification, this timeline does not begin the first time the zen was put in pending, but resets every time the zen goes from any status to pending. So, if the requester replies and says Hi, please leave this open. Still testing this out, then the zen will move to an open status and the timeline restarts. This in essence gives the requester a full month to respond from the moment the zen is put into pending to the time the zen is closed. *Note SOC zens are handled differently and are covered in number 2 below 3 P a g e

5 3. Exceptions for SOC Zens SOC related zens cannot be closed without approval from the requester that the solution is working. When audited, an organization must provide documentation that the request was completed per the requester. Zens that are within SOC scope need to be identified as such and handled differently. The agent is responsible for identifying SOC zens. When the agent identifies a SOC zen, it will drive a variation on the business rules from feature number 1 above. On step number 3 of the above business rule, instead of automatically solving the ticket, the business rule will put the ticket back into open and send the assignee a notification that asks that they personally follow up with you, the requester. 4 P a g e

6 4. Good Idea But, No ( Roadmapping requests) Requests are sometimes submitted that are not feasible at the time of request due to bandwidth or financial constraint but may be considered at a later time. As an organization, we would like to track these, but do not want to leave the task open indefinitely. These should always be labeled as tasks and can be closed, but not forgotten. See example below. In this example, a computer than can also make sandwiches is a great idea, but not one the agent can accomplish now. By selecting the Roadmap Request macro, he will flag the request as roadmapped and send the message pictured below. 5 P a g e

7 The zen will be set to type: task and solved. Administration has a view that displays all zens that have been roadmapped that can be reviewed periodically. 5. Using Due Dates Anytime a Zen is entered as a Task, a due date field appears for the agent or the end-user to fill in. Help Center You, as the requester, can enter whatever day you need the task completed. The agent will be able to view that and can determine whether or not that date is feasible. If that date is not feasible, the agent may adjust it. 6 P a g e

8 Let s say the agent needs an additional 3 days to complete a task. The agent will change the due date field to the appropriate date and fill in the requested due date field so there is a record of what was originally requested. A notification will be sent to the requester notifying them of the changed due date. A notification will also be sent to the requester on the due date to remind them that the task should be solved today or the due date pushed out. The Zendesk team will generate metrics on due dates being met. However, agents will be held to the due date that they set. These due date features are a tool. If there is an urgent item, keep an open conversation between the requester and the agent. If an agent changes a date that doesn t work with your client, discuss that with the agent. The due date is intended to simply provide more structure around expectations. 6. Stagnant Zen Automation If you have a zen that has been assigned to an agent but you haven t received any updates in a week, you will receive a reminder that you might want to update the zen or give the agent a call to see if there is a problem. This is set up for tasks only. 7. Hyperlink to a Zen An agent or an end-user can use a hyperlink in any or document to direct someone to a request in Zendesk. Simply use the URL below: All you need to do is change the last segment of the URL to the zen ID you are linking them to. The end-user will have to be the requester or cc'd to view the page. Agents will be redirected to the agent interface. 7 P a g e

9 8. On-Hold Status The On-Hold status means that the assignee is waiting on a third party to proceed. This could be outside software development or a supplier. This is not used when the requester is waiting on information. This is used when the assignee is waiting on laptops that are back ordered, software updates from a third party, or if the agent has reached out directly to a client or vendor and is waiting on a response. 8 P a g e

10 Service Level Agreements (SLAs) This section covers the level of service to be expected from our agents including resolution times and priority definitions. 9. SLA Standards Transportation Insight SLAs will ONLY apply to Problems, Incidents, and Questions. To-date we only provide very loose service level guidelines, typically varied by department, to our customers (internal and external). Setting a standard for all agent teams will provide more accountability and better communication. These SLAs will be published for all end-users to view on the Help Center. Priority Low Normal Internal Description Client Description Hindrance to the work of individual users. Reasonable work around. Hindrance to the work of individual users. Cumbersome work around. Urgency Immediate resolution unnecessary Immediate resolution unnecessary Hindrance to the work of individual users. Reasonable work around. Hindrance to the work of many users. Reasonable work around. Urgency Immediate resolution unnecessary Immediate resolution unnecessary SLA Conditions 95% assigned within 16 Hours (business) 16 Hours (business) and solved within 2 Weeks 1 Week Priority High Urgent Internal Description Client Description Interruption to the work of individual users. No reasonable work around. Interruption to department or greater. No reasonable work around. Urgency Immediate resolution necessary Immediate resolution necessary Interruption to the work of individual users. No reasonable work around. Interruption to the work of many users. No reasonable work around. Urgency Immediate resolution necessary Immediate resolution necessary SLA Conditions 95% assigned within 8 Hours (business) 1 Hour (calendar) and solved within 16 Hours (business) 4 Hours (calendar) *BOLD Text highlights the difference between internal and external requests 9 P a g e

11 SLAs will apply for problems, incidents, and questions and not tasks because tasks are highly varied from department to department. End-users should select the type of request (problem, incident, question, or task) and the priority (low, normal, high, and urgent) according to the definitions above as best as possible. The assignee will have the responsibility to correctly adjust anything that is not labeled correctly. Whatever the priority is set to will drive the SLA metrics. For example, a request incorrectly labeled Urgent by the end-user is still expected to be assigned in 1 hour and resolved in 4, unless changed by the assignee. 10. SLA Reports/Metrics SLA Metrics will be displayed on the front page of the help center. Clicking on the SLA standards will bring up todays metrics by group. Clicking on the image will open a pdf in a new tab that shows the SLA metrics for each group (pictured below). 10 P a g e

12 This report will be updated daily, in the morning, so any one can view the current status for each group and the company as a whole. 11 P a g e