Inbound Message Routing for Social + Advocates Teams
The advocates receive all inbound social messages from users into their Zendesk instance. This has created a significant amount of clutter for advocates, preventing them from moving quicker through the work they are tasked with. The social team has not had the agency, without a lot of effort between teams to overcommunicate, to engage with users for conversations. The teams have discussed putting together an MVC to combat some of these concerns as we work through two separate tools and systems.
The social team creates a new, separate-from-our-named, email account (say, [email protected]) that can be monitored and organized via Gmail. The advocates create a Zendesk workflow and macro enabling them to quickly identify a message as not core to their jobs to respond, this message is forwarded via email to [email protected] for the social team to do as they please. The Zendesk workflow then removes the message from the CA queue, eliminating the need to work through a response, as well as, more closely identifying real metrics for closing messages for the advocates to report on in their work.
- Social Team gets a [email protected] email address / Gmail instance
- Advocates build workflow and Marco to close the message and forward to this email address
The social team will work together on building some structure around how to identify potential responses needed, queues, etc. Will be documented in the handbook.
If the message from CAs can include a note, we can include the "potential retweet" option to forwarding to [email protected], removing it from Slack so we work in one flow.
- Identify and request a new email address: [email protected]
- Create Zendesk workflow/macro to forward
- Document updates in handbook
Note: This issue may resolve the work in the Engaging with the Dev Community via Social Outreach