Skip to main content

Zendesk

Workforce Support Team

Workforce Support Team

SOP-DE-WFS Zendesk - Workforce One

Number of Reviews: 1

Approvers: Luna

Date of Review: 23/07/2024

INTRODUCTION

💡This guide provides a comprehensive overview of the steps for solving tickets in Zendesk, including when and why we merge tickets, add internal notes, and forward tickets.

Workflow

  1. Sort Tickets:

    • Sort tickets in the [All My Tickets] view from oldest to newest.

  2. Begin with the Oldest Ticket:

    • Start with the oldest ticket in your view.

  3. Check Interactions:

    • Review ticket interactions to determine if merging with another ticket is needed.

  4. Verify Employee Identity:

    • Copy the email address from the ticket.

    • Search for the email address in SAP to verify the employee’s identity.

  5. Understand the Request:

    • Read the ticket content thoroughly to understand the request.

  6. Follow the Process:

    • Follow the established process for the specific request type.

  7. Use a Suitable Macro:

    • Find and select an appropriate macro.

    • Adjust the macro to fit the specifics of the case.

  8. Respond to the Employee:

    • Reply to the employee and submit the response (choose “stay on ticket”).

  9. Double-Check Details:

    • Ensure the contact reason and assignee are correct.

  10. Add Internal Note:

    • Add any necessary internal notes to the ticket.

  11. Submit the Ticket:

    • Submit the ticket with an appropriate status.

    • Choose your next step: “next ticket in view,” “stay on ticket,” or “return to view.”

By adhering to this workflow, we ensure efficient and accurate ticket resolution, enhancing service quality and maintaining high levels of employee satisfaction.

Screenshot_2022-10-13_at_08.50.42.png

Finding tickets 🔍

🎫 Different views in Zendesk

  • On the left side of Zendesk, you can find various “Views.”

  • Your main view is “All My Tickets.” Your Team Lead will assign tickets to this view daily.

  • If you have resolved all your tickets, go to the Slack channel #workforce-support-team and request more tickets using the @assign_wfs tag.

Screenshot 2022-10-13 at 10.19.57.png

Internal notes 🗒️

⚠️ All tickets must include an internal note, except for sick leave and equipment requests.

How to Add Internal Notes:

  • Scroll to the Bottom:

    • Navigate to the bottom of the ticket you are working on.

  • Change to Internal Note:

    • Click on the dropdown menu in the top left corner of the “reply” section.

    • Select “Internal note” instead of “Public reply.”

Screenshot_2022-10-12_at_14.08.24.png

Write details of the note, click submit, and choose the status

Screenshot 2022-10-12 at 14.08.58.png

Shortcuts

🪟 Ctrl + Alt + X = Change from “public reply” to “internal note” Ctrl + Alt + S = Save/Update as Solved 🍏 ⌥⌃X = Change from “public reply” to “internal note”

⌥⌃S ****= ****Save/Update as Solved

When to Add Internal Notes:

  • Add an internal note for all tickets before submitting them as open, pending, or solved.

  • Exceptions: Sick leave and equipment requests.

  • If the ticket is pending action from someone else or the employee, add a note regardless of the request type.

What to Include in Internal Notes:

  • Language: Internal notes should always be written in English.

  • Content:

    • Request Description: What was the request about?

    • Action Taken: What was done to solve the request?

    • Pending Items: If anything is pending, add action points (next steps).

    • Links: Include links to relevant Slack posts (if escalated/pending another department).

Example:

  • Request Description: The employee sent a resignation letter, as she found a new job and wants LWD on XX.XX.

  • Action Taken: Waiting for HM's confirmation of LWD.

  • Links: Insert Slack link to the request.

Why Add Internal Notes?

  • Information Sharing: Provide the next agent with enough information to handle the request independently.

  • Time Efficiency: Colleagues can understand how the case was handled and what needs to be done without reading the entire email thread or investigating.⏰

  • Shared Responsibility: If you are out of the office, colleagues can easily take over your cases and work on them independently.🗣️ 👥

  • Performance: Adding notes in all tickets helps improve performance metrics, as tickets with comments count towards your overall performance.🏆

Tips & Tricks

  • Stay on Ticket: When replying, submit and choose “stay on the ticket.”

  • Next Ticket: When submitting the internal note, change to “Next ticket in view” to be taken directly to your next open ticket.

  • Latest Comment Preview: Move your mouse over previous tickets to see the “latest comment” without opening the ticket.

  • Auto Text Expander: Create shortcuts for frequently used internal note templates and customize them with ticket-specific data.

Forwarding 🛫 🛬

We have three types of forwarding:

  • Assigning Tickets to Another Department:

    • When a request falls outside the scope of the Shared Service Center and needs to be handled by another department (e.g., People Ops or Payroll).

  • Assigning Tickets Internally to the Shared Service Team:

    • Reassign the ticket to the group rather than a specific person.

    • If applicable, select the correct contact reason.

How to Reassign Tickets

  1. Open the Ticket:

    • On the left side of your open ticket, click on “Assignee.”

  2. Select the Department:

    • Search for the relevant department, e.g., “Payroll,” and choose the appropriate department to assign the ticket to.

  3. Reply to the Requester:

    • Use the “DE > EN > Forwarded to team” macro, and modify it to fit the specific case.

  4. Leave an Internal Note:

    • Clearly state the nature of the request and why it was reassigned. For more information on how, why, or when to leave internal notes, click here.

  5. Submit the Ticket:

    • Change the status to “Open” and submit the ticket.

Screenshot 2022-10-13 at 09.02.41.png

Screenshot 2022-10-13 at 09.08.00.png

Getting Confirmation/Approval from Another Department/Person

When you need approval from another department, such as a Hub Manager, before replying to an employee, follow these steps. This is applicable when the request is within the scope of the Shared Service Center.

How to Contact Other Departments for Confirmation/Approval

  • Initiate a Side Conversation:

    • Use Side Conversation -> Slack to contact the concerned team for assistance.

  • Select the Appropriate Slack Channel:

    • Click on Side Conversation -> Slack and enter the Slack channel of the concerned team.

  • Provide Necessary Information:

    • Include the "Employee" and "Employee ID" information followed by the "Question" directed to the concerned team.

    • Fill in the required information and click “Submit.”

  • Add an Internal Note:

    • Indicate that you are waiting for an update on the side conversation.

  • Inform the Employee:

    • Notify the employee about the escalation and request their patience until an update is provided.

  • Update Ticket Status:

    • Move the ticket to the "On Hold / Awaiting Third Party Reply" stage.

Screenshot 2024-06-24 at 15.18.08.png
Screenshot 2024-06-24 at 15.18.29.png
Screenshot 2024-06-24 at 15.18.57.png

How to contact Hub Managers via Zendesk 👨‍💻

  • Starting on January 16, 2023, all workflows previously managed through the Slack channel #de-wfs-requests-hubs will be moved into Zendesk.

    What Does This Mean for Us?

    The SSC team will now automatically request inputs from Hub Managers within Zendesk tickets using side conversations. This transition centralizes communication and improves tracking.

    Benefits for the SSC Team

    • Enhanced Tracking: Correlating workflows with Zendesk tickets allows us to track the number of open requests pending Hub Manager actions.

    • Improved Response Time Monitoring: We can measure how long Hub Managers take to respond to requests, enabling better management and efficiency.

    How It Works

    Workflows previously part of the #de-wfs-requests-hubs Slack channels have been removed and integrated into Zendesk as a part of the Side conversations. These workflows include:

    • Hub Change

    • Reference Letter

    • Resignation Withdrawal

    • Hours Worked

    • First Shift Request

    • Broken Phone

    • Missing Information - 3rd Party Accident

    • Missing Information - Personal Accident

    If you are working on any kind of ticket where you need to use one of the workflows above you just simply need to choose one of the macros shown in the screenshot and the workflow will automatically appear to you as a side conversation in the ticket.

    Untitled (7).png

    When handling any ticket requiring one of these workflows, follow these steps:

    1. Choose the Appropriate Macro:

      • Select one of the macros labeled with "WFS to HMs" from the available options. These macros are designed to request information from Hub Managers.

    2. Fill in the Workflow Information:

      • Complete the necessary information in the workflow template that appears as a side conversation within the ticket.

    3. Send the Request:

      • Submit the workflow. The Hub Manager will receive a notification of your request in the #de-wfs-requests-hubs Slack channel.

    By using these macros, you streamline the process of obtaining the necessary inputs from Hub Managers, ensuring that all communications are documented and trackable within Zendesk.

    Untitled (8).png

    Important: The Hub Manager will only receive your notification if you add their Slack user to the side conversation. If you type the name, it will not trigger the message. Here you can find all the hubs with the Hub Managers and their Slack user.

    Untitled (9).png

    All the macros that trigger a Slack message to the hub manager also trigger a message for the employee that we are working on their request.

    Untitled (10).png

    Once you finish it submit it as On Hold and wait for the Hub Manager's reply.

    When the Hub Manager replies to the thread in the slack channel de-wfs-requests-hubs, it will automatically trigger an answer in the side conversation of the ticket. So just come back to the ticket and process it.

  • Scribe to guide you on how to use it

    https://scribehow.com/embed/How_to_Contact_HM_thru_Zendesk__roAniN2nQXCjnDfB7h3IQA

Sorting tickets ✅

  • Sort by “Requested” Date 📋:

    • Start by sorting your tickets from oldest to newest to prioritize resolving the oldest tickets first.

  • Open a Ticket:

    • Click on the ticket to open it.

  • Solve a Ticket:

    • Once the ticket is resolved, change the status in the lower right corner to “Submit as Solved.”

  • Follow Workflow Steps:

    • Follow the established workflow to ensure all necessary steps are completed. 😊

Screenshot 2022-10-13 at 10.30.57.png

Use of statuses 🏁

  • New: Freshly incoming tickets.

  • Open: When agents are working on a ticket or if the ticket has been forwarded.

  • On Hold / Awaiting Third-Party Response: Indicates you need additional input from a colleague or stakeholder.

  • Pending / Waiting Employee Response: When you have replied to the employee and are waiting for additional information.

  • Solved: Tickets that have been answered.

  • Closed: Tickets are automatically closed after a certain period. Do not actively use this status.

Screenshot (144).png

Screenshot (145).png

Screenshot (146).png

Screenshot (147).png

Screenshot (148).png

Diving Deeper into Pending / Waiting Employee Response 🆕

When to Use:

  • Use this status when you have replied to the employee and are waiting for them to provide additional information.

Purpose:

  • Automate reminders to the employee when we cannot solve their request due to missing actions or information from their side.

  • Reduces the need to manually track pending tickets, resulting in a smoother ticket flow.

Process:

  1. Set Status:

    • When expecting an answer from the employee, set the status to "Waiting Employee Response." An automatic reminder will be sent after 48 hours.

  2. Use Macro:

    • Utilize the macro “Awaiting Employee Response (more info)” and modify it to include the specific information needed from the employee.

  3. Reminders:

    • 48 Hours: Sends a reply reminding the employee that we are waiting for information.

    • 72 Hours: Sends a final reply, changes the status to “Solved,” and informs the requester that the case will be closed due to no response, guiding them on how to reach out again if needed.

Automated Messages

1st Reminder (After 48 Hours):

Hi again (First Name),

We reached out to you with some questions to better solve your most recent request, and we just wanted to follow up on our inquiry.

This is an automated reminder to get back to us with more information. You can easily do so by replying to this message.

If we do not hear back from you within the next 24 hours, we will automatically close your case; however, you can of course always reach out to us via the Workforce Support Contact form if you change your mind or if you have any other requests in the future.

Thanks in advance for your time and cooperation.

We wish you a great day!

Your Workforce Support Team

2nd Reminder (After 72 Hours):

Hi (First Name),

Since we haven’t heard back from you regarding your recent request, we have to assume that your query is no longer valid or that the issue has already been resolved. We will now be closing your case.

Keep in mind that this message is automated; please do not reply to this email.

If you wish to reach out to us regarding this or if you have any other questions, please raise a new request via the Workforce Support Contact form, and we will be more than happy to assist.

We wish you a pleasant day.

Your Workforce Support Team

Merging 🤝

Checking Interactions and Merging Tickets ⭐

How to Merge Tickets:

☝ Always merge the newest ticket into the oldest ticket

  1. Open Interactions:

    • When you open your ticket in Zendesk, click the “little person” icon on the right side to open “Interactions.”

    • In “Interactions,” you will get an overview of the latest tickets created by this particular employee. Identify if there are multiple tickets with the same subject line.

  2. Identify Ticket Status:

    • The icon on the left side of the ticket will indicate the current status of the ticket.

  3. Copy Ticket ID:

    • Open both tickets and copy the “Ticket ID” from the oldest ticket.

  4. Merge Tickets:

    • Go to the second ticket (the newest), click the three dots to open a menu.

    • Click on “Merge into another ticket.”

  5. Enter Ticket ID:

    • A small window will open; paste the “Ticket ID” you copied from the older ticket.

    • Click “Merge.”

  6. Confirm Merge:

    • A second screen will appear. Ensure to remove the ☑️’s.

    • Click “Confirm and Merge.”

  7. Internal Note:

    • An internal note will be automatically added to the ticket, confirming the new status and providing a link to the merged ticket.

    • When viewing the merged ticket, you can see the content of the merged tickets as part of the conversation thread.

  8. Continue Processing:

    • Continue working on the ticket as usual, considering the entire conversation thread.

By following these steps, you ensure that ticket handling is efficient, and organized, and avoids the confusion of duplicate requests.

Screenshot 2022-10-12 at 09.36.05.png

Screenshot 2022-10-12 at 09.38.19.png

Screenshot 2022-10-12 at 09.39.14.png

Screenshot 2022-10-12 at 09.39.36.png

Screenshot 2022-10-12 at 09.39.59.png

Screenshot 2022-10-12 at 09.41.10.png

Screenshot 2022-10-12 at 09.41.33.png

Screenshot 2022-10-12 at 09.42.21.png

Why Do We Merge Tickets?

  • Efficiency Boost: Merging tickets allows us to close more tickets in the backlog with just a few clicks, significantly increasing our efficiency. 🔥

  • Optimized Resource Use: It prevents multiple agents from spending time on the same request, allowing us to assist more employees. 🎉

  • Avoiding Redundancy: It ensures that we don't reply to the same employee multiple times for the same request, providing a streamlined experience. 🤷‍♀️

When Do We Merge Tickets?

  • Multiple Tickets on the Same Topic: Merge tickets whenever an employee has created more than one ticket regarding the same request, question, or topic. Always merge the new ticket into the older one.

  • Previously Solved Requests: If a ticket has already been solved by another agent but a similar new ticket is created, merge the new or open ticket into the previously solved one. This includes situations where a colleague may have forgotten to merge when handling the ticket.

By merging tickets, we ensure a more efficient, organized, and responsive support system, ultimately enhancing the service quality for our employees.

🍏 Shortcuts in Zendesk

⚠️ For windows use: CTRL + ALT

</>

Did this answer your question?