Zendesk View Update Deployment
With the deployment of the updated Zendesk views over the weekend of 2021-06-12, the global Support team will be presented with globally aligned and consistent views which will look different to what is being presented today. There are a few points of clarification as team members start to adjust and get comfortable with these new views (below).
There is also a document that Support Operations has put together that acts as a summary to What is changing. The reason for having this in a doc for summary is that the changes span multiple issues, and summarising the most important/impactful changes is easier to follow as a document instead of trying to piece together multiple issues.
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Sequence of focused deployments:
- Globally aligned ZD views - Now
- Workflow iteration for All Regions tickets - Next
To be clear, Senior Managers are creating an issue now, we will not engage on that issue until after a week of the new views being deployed, this is to make sure that any teething problems can be addressed quickly and to give the global team time to get comfortable with the new views - Determine what we want to do with auto-assigning of tickets - Later
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Coalescing the SM/SaaS view is happening with this deployment
- SM/Saas divide has been blurred for 18 months now, and Senior Leaders want to finalize the merge. What does this mean?
- Grab tickets from the Needs Org/Triage/FRT view, which now include SM and SaaS tickets.
- Work with your peers to solve challenges
- If there is something you are not an expert in, ask others for help.
- If you’re participating in Crew, this is already something you are doing, Crew is already looking at 1 spot for new tickets
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There was some confusion around auto-assignment of tickets
- WE ARE NOT ROLLING OUT AUTO-ASSIGNMENT YET
- We need to think through how it works, and when we do roll it out, it’s meant to reduce cognitive overhead, so that assignment is driven up, and if we need to re-assign, we can just do that
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A ticket can always be assigned to another engineer
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We are introducing area of focus (long time coming!) with these changes, and will be rolling it out globally once these iterations for global alignment and consistency have been settled in with the team.
- APAC will be implementing this first, and once ironed out, we’ll scale globally.
- These initial iterations are setting us up to scale for our future growth
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Needs Org, Triage and FRT are all in a single view, as part of being the first person to review a ticket, if there is any association or triage that is needed on the ticket it is part of the workflow. This is to make sure that we can address any paying customers that are having a problem without being tagged/associated correctly
- As regions adopted crew, this sort of fell off the radar a bit, and we need to bring it back as a component of our workflow
- If you have improvements to that workflow, let’s do it! We want Needs Org to go away as much as possible, it’s a long running stopgap.
If you've made it this far, Thank You for digesting all the points above! The linked deployment issue includes tables that show what configuration has been made in Zendesk as well as what will be displayed for Zendesk agents when they look at the views. If you still have questions or need anything clarified, please speak to your manager or a senior manager.