AR workflow / view for ZenDesk
@csotomango and I spoke this afternoon about refund requests and how to best the process while we're waiting on self-service for these types of requests. (see: gitlab-com/customers-gitlab-com#317 )
As the upgrades and renewals workflow is going well (#1216 (closed)) It seems like ZD is the best place to manage things, so we're proposing:
Actions
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Create a new ZD group (i.e. queue) for Accounts Receivable (@lyle) Accounts Receivable Group -
Make a new ZD view that shows tickets assigned to this group (@lyle) Accounts Receivable View -
Add SLA with condition "Group is Accounts Receivable" -
Put SLA at the top
-
-
Create a new macro that will auto-respond to the customer and re-assign the ticket to the Accounts Receivable group (@lyle): General::Accounts Receivable -
hide tickets tagged with accounts_receivable
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Create Account Receivable trigger to automatically route requests Refund Requests -> AR Trigger
Outstanding questions
- Do we want a special SLA associated with these tickets? (By default they'll receive our default 72hr SLA.)
- Do we want a special form (or forms) for refund requests that would route directly to this view?
Edited by Cynthia "Arty" Ng