Zendesk - Tiered escalation
Overview
Operating with a tier support structure will allow agents to easily and effectively escalate tickets to other agents. Agents will be grouped into the following tiers.
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Tier 1 Support
-
Secondary: Tier 2
-
Tickets: All (triage level)
-
Solved at this tier - (all others escalated):
- Any ticket that can be solved quickly at FPOC or within 1 - 3 interactions (comments)
- Known issues, quick fixes
- Requests for information:
- How do I enable this feature?
- Does GitLab support this?
- Feature requests (escalated)
- Bug reports that can be quickly confirmed (escalated)
- Note: Bug reports that require in depth testing or additional communication to confirm should be escalated to the next tier.
-
Escalation guide:
- Escalated to the next tier immediately
- Additional information requested then escalated to the next tier
- Additional information gathered within 1 -3 interactions then escalated to the next tier
Notes: We should also have the ability to escalate to sales from the triage level in the future.
-
-
Tier 2 Support
- Secondary: Tier 1
- Tickets: Escalations from Tier 1 (possibly +customers)
-
Handled at this tier:
- Unknown issues/problems that require investigation
- Specialist questions: LDAP, Geo, CI (docker, gitlab-runner)
- Bug reports that need to be confirmed/tested in depth
- Requires additional testing by agent
- Requires additional information from customer
- log file output
- rails console output
- Screen sharing session with customer
-
Tier 3 Support
- Secondary: Tier 2
- Tickets: Escalations from Tier 1 & 2
-
Handled at this tier:
- Emergencies
- +customers that face production critical issues
- Issues that fail to be resolved at tier 2 after a significant amount of time (internal escalation SLA)
- Require input from VP of Engineering, Support Lead or developer specialist. Not esclated via GitLab issue.
See more in the GitLab Support Tiers document. This only applies to email tickets (SLA1/2)
Implementation in Zendesk
-
- Use dummy triggers to sort and arrange existing triggers (helps with updating triggers) -
- Create new Tier groups and assign agents -
- Install tag locker from ZD marketplace -
Configure
-
-
- Remove existing groups (example: zendesk @support
)- Replace all groups with suitable
tags
- Example:
support
group is nowemail_support
tag
- Replace all groups with suitable
-
- Remove/create/update all existing "routing" triggers to set and use tags
- incoming tickets from the web form are tagged with
web_form
and priority set
- incoming tickets from the web form are tagged with
-
- Restructure existing views -
- Support Tickets -
- Twitter -
- Views now use tags
-
-
Create new tiered views -
- Update all DSE triggers
📖
Handbook Documentation -
- Escalation process (how to escalate) -
- Support tiers (what are they)
Related Issues
- [CLOSED - Support Improvements - Discussion #24] (https://gitlab.com/gitlab-com/support/issues/24)
- [MOVED TO MIDDLEWARE PROJECT Synchronising Customers Zuora => ZenDesk #135] (https://gitlab.com/gitlab-com/support/issues/135)
- [CLOSED - Idea for breaking up the content to be learned, specializing, and avoid skipping tickets #202 (closed)] (https://gitlab.com/gitlab-com/support/issues/202)
- [Dealing with GitLab.com Support Forum issue tracker #124] (https://gitlab.com/gitlab-com/support/issues/124)
- [CLOSED IN FAVOR OF THIS ONE - Movement between SLAs #123] (https://gitlab.com/gitlab-com/support/issues/123)