How Zendesk Manages Incidents - Frequently asked questions
Frequently asked questions
How does Zendesk detect service issues?
Zendesk detects service issues primarily through alerts from their Network Operating Center (ZNOC) and customer reports. The ZNOC uses monitoring tools to identify unusual activity, such as slow response times or increased error rates, which are…
What is the role of the Zendesk Network Operating Center?
The Zendesk Network Operating Center (ZNOC) plays a crucial role in monitoring Zendesk services for potential issues. ZNOC uses advanced monitoring tools to detect anomalies such as slow response times, increased error rates, or unexpected…
How are customer-reported issues handled by Zendesk?
Customer-reported issues are carefully evaluated by the Zendesk Customer Support team to determine the appropriate course of action. If the issue is part of an existing service incident, the customer's ticket is linked to that incident, and they…
What happens when a new service incident is identified at Zendesk?
When a new service incident is identified, Zendesk creates a new incident based on a severity scale. The incident is then managed with regular status updates sent to all linked tickets. This ensures that customers are kept informed about the…
How does Zendesk differentiate between service incidents and standard issues?
Zendesk differentiates between service incidents and standard issues through a thorough evaluation process by the Customer Support team. If an issue is part of an existing service incident, it is linked to that incident. If it's a new issue, a…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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