7/25/2023 0 Comments Zen desk ticketing system![]() This allows you to apply them in any case – would it be a simple question or real problem. The categories should not be negative or positive but neutral. It looks good on all devices (especially mobile ones). Request refund, Approving refund, Receive refund). I prefer to use compact namings (2-3 words) for categories and follow the pattern of "Verb + Noun" (i.e. The most secure and reliable way to get this result is just to follow step-by-step the real journeys (actions) on different СJ stages. Your categories should cover (more or less) all possible and important categories. It allows you to deploy this categorization in your Help Center for the tickets submission as it is. the company sends a refund, but the customer receives the refund). All categories and namings should be from the customer's, not the company's perspective (i.e. The general advantage of the СJ idea is that it mimics the real-world customer experience and by default is transparent for both customers and employees (it means it is easy to learn!).Īpplied to tickets categorization this means that your system should be: How to create a good categorization systemĪs one would expect you can create a good categorization system using Customer Journey idea. At the end of the post, I will tell you how you can automate this job of the tickets categorization (assigning categories to tickets) and win a lot of time for improving your customer service. This all makes a significant part of the everyday agents' work. Assign priority levels to tickets (Urgent, High, Normal or Low).Route tickets to different groups and/or agents.Triage tickets into different ticket views.Namely, on top of the tickets categorization system you can: Once you know what is your ticket about you can make many actions on it! Why is it so important? Mostly because you can build out the whole Zendesk workflows on top of this one. ![]() And the starting point should be one of the main areas where CJ idea is applied in Zendesk – tickets categorization. Today I would like to tell you more about the practical side of CJ idea implementation. How do you benefit from tickets categorization And in most cases, this approach has served as a great tool to make Zendesk efficient and manageable. Since that time I had implemented and optimized Zendesk many times. More than one year ago I have posted my main contribution to Zendesk Community – the post about Using Customer Journey idea to set up or scale your Zendesk.
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