Zendesk's Follow-the-Sun Support Implementation
How does Zendesk implement a follow-the-sun support model?
Zendesk implements a follow-the-sun support model by maintaining agent accountability and using a structured ticket routing process. Tickets are sorted and routed to appropriate groups using triggers, and a triage queue is monitored by experienced team members.
Zendesk also uses macros to handle tickets in different languages and escalates tickets to more advanced groups when necessary. This approach ensures that tickets are managed efficiently and that customers receive timely support, regardless of their location.
More related questions
What is a follow-the-sun support model?
A follow-the-sun support model allows your support team to operate across different time zones, providing 24/7 customer service. This model ensures that your support is available in the time zones and languages of your customers, enhancing their…
How can Zendesk features support a follow-the-sun model?
Zendesk offers various features that can help implement a follow-the-sun support model effectively. These include channels, knowledge base, organizations, groups, triggers, automations, views, and macros. By utilizing these features, you can ensure…
What are the benefits of using a knowledge base in a follow-the-sun model?
A knowledge base is a valuable resource in a follow-the-sun support model because it is available 24/7, allowing customers to find answers anytime. It also provides insights into customer needs through search data analysis. By offering support in…
How can organizations and groups improve follow-the-sun support?
Organizations and groups can significantly enhance follow-the-sun support by streamlining customer management and agent assignment. By organizing customers into groups based on similarities, you can create efficient routing rules and workflows….
How do triggers and automations aid in follow-the-sun support?
Triggers and automations are essential tools in a follow-the-sun support model as they automate actions and reduce manual ticket management. By tagging organizations or users, you can use triggers to assign tickets to the right group, increase…
What role do views and macros play in follow-the-sun support?
Views and macros play a crucial role in follow-the-sun support by providing real-time reporting and consistent ticket handling. Views allow agents to focus on specific sets of tickets, such as those unique to their region or high-priority…
How can language and scheduling be configured for follow-the-sun support?
Configuring language and scheduling is vital for effective follow-the-sun support. Zendesk allows you to operate in specific locales and languages, ensuring that both admin and customer-facing interfaces are accessible in multiple languages. You…
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