New Macros in support of regionally assigning tickets
Problem Statement
What is the problem?
We don't have the tooling necessary to support the new processes that we are initiating in support of FY25-Q1 KR: 90% of preferred region tickets are... (&291) and https://gitlab.com/gitlab-com/gitlab-OKRs/-/work_items/5628.
Why is this a problem?
Without the right tooling, it's unlikely that SEs will consistently and correctly take the right steps in recording decisions related to transferring or keeping out-of-region tickets, and we will either fail to achieve the KRs or fail to be able to measure our progress to that achievement, or both.
Proposal
Original
Use Zendesk macros to provide consistent messaging for customers and to record actions and decisions using tags so that we may report on those. I propose the following:
- New macro folder: Out of Region
- New macro (and tag) in the new folder:
Handover for Expertise
-
Tag Name:
handover_expertise
-
Internal note:
(If you used the handover form, copy and paste the details from Slack to this comment, and include a link to the posted request. Otherwise, please provide as much detail as you can for each section below.)
Slack link to handover request: (insert link here)
(What is the most current summary of the problem?)
(Are there any potential blockers to be aware of?)
(What are the expected next steps?)
The customer has agreed to this transfer away from their preferred region in order to engage with an SE with greater relevant subject matter expertise. Specifically, the ticket needs an SE with <these skills>.
-
Unassign ticket
-
Status:
Open
-
- New macro (and tag) in the new folder:
Handover for Zoom
-
Tag Name:
handover_zoom
-
Internal note:
(If you used the handover form, copy and paste the details from Slack to this comment, and include a link to the posted request. Otherwise, please provide as much detail as you can for each section below.)
Slack link to handover request: (insert link here)
(What is the most current summary of the problem?)
(Are there any potential blockers to be aware of?)
Schedule and conduct a Zoom meeting.
To engage an SE whose work hours align better with the customer's. The customer is in the <AMER|EMEA|APAC> region.
-
Unassign ticket
-
Status:
Open
-
- New macro (and tag) in the new folder:
Quick Solve
- Tag Name:
no_handover_quick_solve
- Internal note: "There is no need to transfer this ticket to the customer's preferred region because we (or they) have solved the problem they reported. Marking ticket solved."
- Status:
Solved
- Tag Name:
- New macro (and tag) in the new folder:
Keep by Agreement
- Tag Name:
no_handover_keep
- Tag Name:
- Update macro: General::Handover Ticket Summary
- Move to the new folder
- Rename:
Handover for Work Hours
- New Tag Name:
handover_hours
- Update macro: Unsorted::Preferred region clarify assignment
- Move to the new folder
- Update public note text (to be specified later)
- Add tag:
region_change_inquiry
(alternately: should_i_stay_or_should_i_go)
- Mike will update the Support Handbook to explain each of these macros and their usage
Not Changing the Preferred Region Field
I want to call out clearly that the proposal would have us refraining from changing the Preferred Region
field when an SE keeps an out-of-region ticket for either of two accepted reasons. This decision was made to support SEs' distaste for changing that field. I am confident that we can present the data correctly by making use of the tags that the macros will supply. We will be able to show the total number of out-of-region tickets, broken down by reason, or lack thereof.
Final
Use Zendesk macros to provide consistent messaging for customers and to record actions and decisions using tags so that we may report on those. I propose the following:
- New macro folder: Out of Region (Handovers)
- New macro (and tag) in the new folder:
Cross-region_Handover for Expertise
-
Tag Name:
handover_expertise
-
Internal note:
(If you used the handover form, copy and paste the details from Slack to this comment, and include a link to the posted request. Otherwise, please provide as much detail as you can for each section below.)
Slack link to handover request: (insert link here)
(What is the most current summary of the problem?)
(Are there any potential blockers to be aware of?)
(What are the expected next steps?)
The customer has agreed to this transfer away from their preferred region in order to engage with an SE with greater relevant subject matter expertise. Specifically, the ticket needs an SE with <these skills>.
-
Unassign ticket
-
Status:
Open
-
- New macro (and tag) in the new folder:
Cross-region_Handover for Call
-
Tag Name:
handover_call
-
Internal note:
(If you used the handover form, copy and paste the details from Slack to this comment, and include a link to the posted request. Otherwise, please provide as much detail as you can for each section below.)
Slack link to handover request: (insert link here)
(What is the most current summary of the problem?)
(Are there any potential blockers to be aware of?)
Schedule and conduct a Zoom meeting.
To engage an SE whose work hours align better with the customer's. The customer is in the <AMER|EMEA|APAC> region.
-
Unassign ticket
-
Status:
Open
-
- New macro (and tag) in the new folder:
Cross-region_Quick Solve
- Tag Name:
no_handover_quick_solve
- Internal note: "There is no need to transfer this ticket to the customer's preferred region because we (or they) have solved the problem they reported. Marking ticket solved."
- Status:
Solved
- Tag Name:
- New macro (and tag) in the new folder:
Cross-region_Keep by Agreement
- Tag Name:
no_handover_keep
- Tag Name:
- Update macro: General::Handover Ticket Summary
- Move to the new folder
- Rename:
Cross-region_Handover for Work Hours
- New Tag Name:
handover_hours
- Update macro: Unsorted::Preferred region clarify assignment
- Move to the new folder
- Rename:
Cross-region_Preferred region clarify assignment
- Update public note text (to be specified later)
- Add tag:
region_change_inquiry
- Mike will update the Support Handbook to explain each of these macros and their usage
Not Changing the Preferred Region Field
I want to call out clearly that the proposal would have us refraining from changing the Preferred Region
field when an SE keeps an out-of-region ticket for either of two accepted reasons. This decision was made to support SEs' distaste for changing that field. I am confident that we can present the data correctly by making use of the tags that the macros will supply. We will be able to show the total number of out-of-region tickets, broken down by reason, or lack thereof.
DRI
Mike Dunninger will act as the DRI for this issue.
Required Resources
- The Support Ops Team will be needed to create/update and deploy the macros
- We will need approval to expedite this, as this impacts a Q1 OKR so we cannot wait till April 1
Potential Roadblocks/Things to consider
- Is this too many macros?
- Are the macros confusing?
- Does this add an inappropriate burden?
- Will the Directors support this process, which would not change the
Preferred Region
field when an out-of-region ticket is kept out of region?
Desired Outcome
What does success look like?
- All SEs consistently use the macros to record their decisions related to handing over or keeping out-of-region tickets
- SEs make explicit, recorded decisions regarding all existing tickets that are out-of-region
How do we measure success?
- Per SGG, percent of normal priority tickets in-region OR "excused" out-of-region increases by the end of the quarter to at least 70%
- Number of normal priority tickets out-of-region without a documented reason approaches 0
- No unfixable process problems, including SE dissatisfaction
Where would future feedback go?
here?