Zendesk's Process for Assigning Remediation Items
What steps are involved in assigning remediation items at Zendesk?
Assigning remediation items at Zendesk involves classifying them as preventive or general, prioritizing them, and setting response SLAs. The Product Engineering team identifies responsible teams, links items to root causes, and adds them to the work backlog.
This process ensures that remediation tasks are tracked and completed efficiently, contributing to the prevention of future incidents. The Customer Support team also creates customer-facing descriptions of incidents and remediations for the Help Center.
More related questions
What is a service incident retrospective at Zendesk?
A service incident retrospective at Zendesk is a reflective exercise conducted with all team members involved in an incident to examine and document its causes, impact, and resolution actions. This process helps identify root causes and follow-up…
How does Zendesk handle high severity incident analysis?
Zendesk handles high severity incident analysis by scheduling a retrospective meeting with all involved team members and stakeholders. This meeting is typically held within 72 hours of incident resolution, depending on complexity and team…
How does Zendesk conduct low severity incident analysis?
For low severity incidents, Zendesk conducts a leaner root cause and reporting phase. A formal retrospective meeting is not typically held unless requested, but an Incident Document is created by the Product Engineering owner. Root causes are…
What happens during the closing phase of a service incident at Zendesk?
During the closing phase of a service incident at Zendesk, open tickets with customers are closed, and all incident details are documented and communicated. A weekly service incident digest report is shared across Zendesk, summarizing incident…
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