Zendesk realignment - View changes proposal
Problem Statement
Stemming from the need to realign, we need to tweak our views to better work with our workflows.
With the views not working in a method matching our workflow, they hinder efficiency.
Proposal
In total, there will be 41 views:
Name | What it shows | Type | Groups this is for | Team |
---|---|---|---|---|
My Assigned Tickets | Tickets assigned to current user Tickets where status is less than Solved |
Shared | All | All |
AMER Needs Org/Triage/FRT | Tickets that are New or Open Tickets in the stage Needs Org, Triage, or FRT Tickets with preferred region All or AMER Tickets using support forms |
Group | Support AMER | Support |
APAC Needs Org/Triage/FRT | Tickets that are New or Open Tickets in the stage Needs Org, Triage, or FRT Tickets with preferred region All or APAC Tickets using support forms |
Group | Support APAC | Support |
EMEA Needs Org/Triage/FRT | Tickets that are New or Open Tickets in the stage Needs Org, Triage, or FRT Tickets with preferred region All or EMEA Tickets using support forms |
Group | Support EMEA | Support |
AMER+All Regions Needs Assignee | Tickets that are New or Open Tickets that have a preferred region of AMER or All Tickets that have not assignee Tickets that are in a support form |
Group | Support AMER | Support |
APAC+All Regions Needs Assignee | Tickets that are New or Open Tickets that have a preferred region of APAC or All Tickets that have not assignee Tickets that are in a support form |
Group | Support APAC | Support |
EMEA+All Regions Needs Assignee | Tickets that are New or Open Tickets that have a preferred region of EMEA or All Tickets that have not assignee Tickets that are in a support form |
Group | Support EMEA | Support |
SaaS Account | Tickets that are New or Open Tickets using the SaaS Account form |
Group | Support AMER Support APAC Support EMEA |
Support |
Free user tickets | Tickets that are New or Open Tickets that are in a support form Tickets that are for free customers, trials, or prospects |
Group | Support AMER Support APAC Support EMEA |
Support |
L&R | Tickets that are New or Open Tickets categorized as L&R |
Group | Support Focus: L&R | Support |
Instance Management | Tickets that are New or Open Tickets categorized as Instance Management |
Group | Support Focus: Instance Management | Support |
Secure | Tickets that are New or Open Tickets categorized as Secure |
Group | Support Focus: Secure | Support |
Managing Group/Project | Tickets that are New or Open Tickets categorized as Managing Group/Project |
Group | Support Focus: Managing Group / Project | Support |
GitLab Features | Tickets that are New or Open Tickets categorized as GitLab Features |
Group | Support Focus: GitLab Features | Support |
Authentication/Authorization | Tickets that are New or Open Tickets categorized as Auth |
Group | Support Focus: Authentication and Authorization | Support |
CI/CD | Tickets that are New or Open Tickets categorized as CI/CD |
Group | Support Focus: CI/CD | Support |
GitLab Incidents | Tickets that are New or Open Tickets categorized as GitLab Incidents |
Group | Support Focus: CMOC | Support |
Other | Tickets that are New or Open Tickets categorized as Other |
Group | Support Focus: Other | Support |
Support Operations | Tickets thare are New or Open Tickets using the form Support Operations |
Group | Support Operations | Support Operations |
All new with SLA | Tickets that are New Tickets with a SLA Tickets that are in a support form |
Group | Support Managers | Support |
All open with SLA | Tickets that are Open Tickets with a SLA Tickets that are in a support form |
Group | Support Managers | Support |
Escalated tickets | Tickets that are New or Open Tickets using the form Feedback Tickets with the manager escalattion tag |
Group | Support Managers | Support Managers |
ProServ - Triage | Tickets that are New or Open Tickets using the form ProServ Tickets where the Learn subscription is not paid or free |
Group | Professional Services | Professional Services |
ProServ - Paid | Tickets that are New or Open Tickets using the form ProServ Tickets where the Learn subscription is paid |
Group | Professional Services | Professional Services |
ProServ - Free | Tickets that are New or Open Tickets using the form ProServ Tickets where the Learn subscription is free |
Group | Professional Services | Professional Services |
Billing | Tickets that are New or Open Tickets using the form Billing |
Group | Billing | Billing |
Security | Tickets that are New or Open Tickets using the form Security |
Group | Security | Security |
New | Tickets that are New | Group | General | Light agents |
Open | Tickets that are Open | Group | General | Light agents |
Pending | Tickets that are Pending | Group | General | Light agents |
On-hold | Tickets that are On-hold | Group | General | Light agents |
Solved | Tickets that are Solved | Group | General | Light agents |
Closed | Tickets that are Closed (but not archived) | Group | General | Light agents |
This seems like a lot, but in reality, it is only a small tweak from what we have now:
- Overview of changes
- Combined various SaaS and SM views into one
- Separated needs-org and triage into two views to help show what needs to be done
- Moved L&R to a group based view
- Added a manager view for escalated/feedback tickets
- Moved "SM with SLA/SaaS with SLA" into "New with SLA" and "Open with SLA"
- And moved them to manager views
- Added Areas of Focus views (will be unseen until globally implemented)
- Added placeholders for custom views (TBD by each region's senior manager/managers)
An easier way to look at it is how they would display for various people:
Group(s) | Support REGION Support Managers |
Support REGION | Support REGION Support Focus: L&R |
Support REGION Support Focus: CI/CD Support Focus: Secure |
Support REGION Support Focus: CI/CD Support Focus: Secure Support Focus: CMOC |
---|---|---|---|---|---|
View 1 | My Assigned Views | My Assigned Views | My Assigned Views | My Assigned Views | My Assigned Views |
View 2 | REGION Needs Org/Triage/FRT | REGION Needs Org/Triage/FRT | REGION Needs Org/Triage/FRT | REGION Needs Org/Triage/FRT | REGION Needs Org/Triage/FRT |
View 3 | REGION+All Regions Needs Assignee | REGION+All Regions Needs Assignee | REGION+All Regions Needs Assignee | REGION+All Regions Needs Assignee | REGION+All Regions Needs Assignee |
View 4 | SaaS Account | SaaS Account | SaaS Account | SaaS Account | SaaS Account |
View 5 | Free user tickets | Free user tickets | Free user tickets | Free user tickets | Free user tickets |
View 6 | Escalated Tickets | - | L&R | CI/CD | CI/CD |
View 7 | All new with SLA | - | - | Secure | Secure |
View 8 | All open with SLA | - | - | - | GitLab Incidents |
View 9 | - | - | - | - | - |
View 10 | - | - | - | - | - |
View 11 | - | - | - | - | - |
View 12 | - | - | - | - | - |
DRI
@jcolyer will act as the DRI for this issue.
Required Resources
- Zendesk admin access
- Senior Support manager approval
Potential Roadblocks/Things to consider
TBD
Desired Outcome
We implement the view changes and have a nicer view list for everyone to use.
The views work well with the current workflows
Issues
Related Issues/MRs/Epics/Tickets
Edited by Jason Colyer