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Unknown Territory - Research
App Eng Without Zendesk..
Prior to Research
No direction/lack of documentation on capabilities
Emails..
Reporting (Insights)
Language barrier - key terms (agent status, ticket types)
Expectations
No direction in formulating reports in Insights
Migrate from Reporting to Insights
Solved Tickets & Assign Time
Display accurate ticket data in Insights
Tickets Assigned Daily - Excluding Sat & Sun
Thoroughly understand information filtered by metrics
Tickets Solved - Excluding Sat & Sun
Expectations
No prior knowledge..
Organized ticket queue - optimal use of views
Assign Time, First Resolution Time, Full Resolution Time
Use of capabilities in Zendesk - apps, integrations
Reporting Steps
Metrics
Smooth migration from reporting to Insights
1. Identify specific data that needs to be gathered and formatted
Integrate proper metrics and attributes in Insights
Zendesk jargon
3. Create report - check for accuracy
2. Use of metrics and custom metrics to build report
Similaries/Differences-Resolution Time vs. Full Resolution Time
Interpreting/validating ticket data
Accumulating useful and efficient data
Created and used SQL to create custom metrics
'Best Practices' - managing tickets
4. Make sure report reads accurate information
Understanding which metrics complement each other
Tickets
Zendesk Priorities
Conclusion
Expectations
Zendesk = more than just ticketing tool
Implementing protocol for ticket escalation
Understanding intricacies of ticket statuses
Accumulate generous amount Research
Research quickly and effectively
Utilizing tags to generate more specific reports
Using SQL to develop and create metrics
Using 'views' to validate specific reports
Prior to Research
Understanding that evidence is essential
Reorganize and Manage Ticket Queue
Cluttered ticket queue - miscellaneous and garbage tickets
Resourceful when metrics or functions were unavailable
No ticket organization and monitoring of most active ticket types
Sifted through individual tickets to find ticket data
Utilization of Insights Reporting tool
Image by Tom Mooring