[EMEA RFC] EMEA Queue Health

Request for comments

Need

Our ticket queue in Zendesk lacks systematic management to prevent SLO breaches and ensure smooth handoffs between regional teams. Currently, we have seen examples when we risked FRT breaches during EMEA-to-AMER transitions and accumulated unresolved NRT tickets that impact team efficiency and customer satisfaction.

To prevent this we started to have conversations with the AMER and APAC managers on next possible steps and as a first one, I started a manual queue management creating ticket lists and sharing them in the Shift channels looking for assignees.

Approach

We would like to find an approach that allows us for the following

1) Work on all FRT tickets expiring within EMEA hours + 1 hour buffer for AMER handoff. So this would mean any ticket with an FRT running out between 8am-5pm UTC. (Then rehome the ones out of EMEA).

2) Assign all open EMEA tickets before NRT would breach.

3) As a soft goal - assign pending EMEA tickets.

Benefit

This issue and the next steps would clarify our needs and priorities when it gets to the queue and ensure smooth collaboration with the other teams.

IDEAS

We are looking for ideas to make sure we reach the goals described under approach. Some to mention that has come up globally before:

• manual queue management
• auto-assignment of tickets