Setting Up Escalation Triggers in Zendesk
What are escalation triggers and how do I set them up?
Escalation triggers help manage tickets based on specific conditions, such as the language used by the requester. To set them up, go to Admin Center, click 'Objects and rules', then 'Business rules', and select 'Triggers'. Click 'Add trigger', name it, and set conditions like 'Ticket>Status category>Less than>Solved'. Add actions such as 'Ticket>Add Tags>Escalated_Customer' and 'Ticket>Priority>Urgent'. Finally, assign the ticket to the 'Escalations' group. This setup ensures that urgent tickets are prioritized and handled by the right team.
More related questions
How can I create an Escalations group in Zendesk?
Creating an Escalations group in Zendesk is the first step to managing escalated tickets effectively. To create this group, navigate to the Admin Center and click on 'People' in the sidebar. Then, select 'Team' followed by 'Groups'. Click on 'Add…
How do I create triggers for bad CSAT ratings in Zendesk?
Creating triggers for bad CSAT ratings helps address customer dissatisfaction promptly. In Admin Center, navigate to 'Objects and rules', then 'Business rules', and select 'Triggers'. For tickets without comments, name the trigger 'Bad without…
What is the purpose of the agent touch trigger in Zendesk?
The agent touch trigger in Zendesk is designed to escalate tickets that have had more than three interactions with the same requester. This is important because customer satisfaction tends to drop after multiple interactions. To set this up, go to…
How can I create a view for my Escalations group in Zendesk?
Creating a view for your Escalations group allows agents to easily identify tickets that need urgent attention. In Admin Center, click 'Workspaces', then 'Agent tools', and select 'Views'. Click 'Add view', name it 'Escalations', and choose which…
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