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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

Zendesk Integration

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

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