[RFC] Making tickets auto-replied by bot more visible in SGG views
Request for comments
Need
We have a number of SaaS Account type tickets for which the first responses are sent by the Support Bot: 2FA, email suppressions, and maybe some other types. Currently, if such a ticket is reopened by a customer after the bot replied to it, it goes to NRT instead of FRT. Usually, it is not assigned at this stage, and it might be often lost in the queue for a long time because it is in NRT and it is not as visible as FRT tickets. It is particularly bad for tickets without SLA: they will go to the very end of the NRT queue, and additional effort is required to see them.
Based on the discussion with the Support Operations team, this is an expected behavior: First Public comment made by Bot = First Public comment made by Agent in eyes of Zendesk.
Approach
Discuss possible options for how to make such tickets more visible. For now, I see 2 options:
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Move them to FRT when a customer replies. As humans have not replied to them, in theory, it is still in the FRT stage. If such tickets stay in FRT after initial bot replies, it would be more convenient to find them for engineers, and it may result in a better experience for customers.
-
Split the NRT stage into 2 sub-stages:
NRT assigned
&NRT unassigned
, and show tickets in each SGG view in the following order:- FRT
- NRT unassigned
- NRT assigned
As a side effect, it will also make all other unassigned tickets more visible and accessible as they will be grouped together on the first page.
Benefit
It would be more convenient to find such tickets for engineers, and it may result in a better experience with NRT for customers.
Competition / Alternatives
Don't do anything, leave it as it is.