Individual ZD queues with higher granularity
Proposal
Just throwing this out there but now that we have a larger support team I think we could assess using Zendesk tags to introduce a higher level of granularity into our ticket queues.
Hypothetical
Each user would have an individual queue that displays issues tagged with the agents areas of expertise.
Many of the tags could be lifted from the repository labels such as ci/cd, geo, kubernetes, ha, gitaly, omnibus, security, frontend, approvals, authorization etc.
We could use Zendesk automated tagging or allow customers to set tags when logging an issue.
Benefits
- Customers have their issues handled by the support agents that possess a deeper understanding of their issue
- Better time management, as support agents spend time on areas they are familiar with
- Support agents no longer need to know everything, noting that there are so many features nowadays it's hard to keep up them all, or even maintain knowledge in a specific area if you haven't worked in that area in some time.
- Improved training and career development as additional tags could be added to an agents profile over time as their experience expands to new areas (think "leveling up"). Tags could be points rated on level of difficulty or time to achieve. From there accumulated points could be calculated to provide an indication of expertise.
- New metrics become available such as the ability to identify areas which require more expertise.
- Avoiding the "bystander effect" as a smaller pool of agents are ultimately responsible for preventing the breach.
- Could have a base-level set of tags for new starters. As agents accumulate level 2 & 3 tags, they could then remove/deprecate the level 1 tags ensuring that they are working on issues that reflect their level of expertise.
Edited by Adam Mulvany