Optimizing Ticket Workflow in Zendesk

Annie
Annie ✭
edited 2024 01 in Luminary Chat

Hello Luminaries,

I’ve been using Zendesk for a while now, and I’m curious about optimizing our ticket workflow. We receive a high volume of tickets, and I want to make sure we’re handling them efficiently. Here are a few questions I have:

  1. SLAs (Service Level Agreements): How do you set up effective SLAs for different ticket types? What’s the best practice for ensuring timely responses?
  2. Automation Rules: Are there any specific automation rules you’ve implemented to streamline repetitive tasks? I’d love to hear your success stories.
  3. Ticket Tags and Macros: How do you organize and use tags effectively? And do you have any favorite macros that save time?

Looking forward to hearing your insights!

Comments

  • Gerald
    Gerald ✭

    Great questions @Annie! For SLAs, we’ve set up different response times based on ticket priority. Critical issues get a faster response, while general inquiries have a slightly longer window. We also use business hours to calculate SLAs. It’s essential to communicate these expectations clearly to customers.

  • Francine
    Francine 💡Luminary

    Hey @Annie Automation is a game-changer! We’ve automated ticket assignment based on tags and agent availability. For example, if a ticket has the “Billing” tag, it goes directly to our billing specialist. Macros are also fantastic—I’ve created macros for common responses, which saves us tons of time.

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