Review Suspended Tickets Workflow
In #1303 (closed) we identified that the suspended tickets section of the handbook may need updating.
It currently reads:
In ZenDesk, various filters send a ticket straight to "suspended" status. This is mostly useful to remove spam and it works quite well. However, it is possible that actual tickets are accidentally routed to Suspended Tickets, so it is important to check the new Suspended Ticket queue at least once a day. Doing this on a regular basis also keeps that queue manageable.
Per #1303 (closed), the questions to answer here are:
- Who should be responsible for this?
- Should this view still be checked once per day?
- Should this workflow only be a part of on-call duty?