Responding to Tickets
To respond to a ticket created via a messaging channel, set the channel to the desired messaging channel and leave a public comment to respond directly to the client over their preferred channel.
One-Touch Ticketing
Because our program model provides responsive information upon request, there will be situations where we will not be sure whether a conversation is over. For this reason, we use a customer service strategy called One-Touch Ticketing. In every interaction with the end user, you should attempt to provide a response that completely answers existing questions. There is always a possibility that they will not respond. For this reason, any time a message is sent to an end user, and there is no additional action needed from the DCL, mark the ticket as solved. Once the end user continues the conversation with a message, our system will automatically re-open the ticket. To make sure that the open ticket view refers explicitly to tickets that require immediate responses, always mark conversations that are awaiting a response as solved. This will help your moderators and managers stay organized.
Ticket Fields
Ticket fields capture and display important information about a ticket. They can be customized to match your business needs. This information is based on the Signpost Core ticket form. This form can be customized to meet the data needs of the in-country teams.
Ticket Assignment
Tickets can be assigned to specific agents or groups responsible for handling customer inquiries. Assigning tickets ensures accountability and proper distribution of work among your support team. Most Signpost instances have a group for brand managers and a group for moderators. Brand managers can assign tickets to anyone in the group and view all tickets. Moderators can assign tickets to themselves. These groups can be customized upon request. We can also allow managers to assign to other Signpost instances to create referral pathways.
Ticket Collaboration
Collaboration is key in Zendesk Support. Agents can communicate internally by adding comments to tickets, allowing seamless information sharing and coordination between team members.
Ticket Automation
Zendesk Support offers automation tools to streamline repetitive tasks. You can create triggers, which are automated actions based on specific conditions. Triggers can help you set ticket properties, send notifications, or perform other actions automatically. These automatons are managed by the Signpost Global team and can be customized upon request.
Ticket Reporting
Zendesk provides reporting and analytics features to track your support team's performance. You can monitor metrics such as response time, resolution time, customer satisfaction ratings, and agent productivity. These insights help you identify areas for improvement and make data-driven decisions. Note that all of our Zendesk data is sent to another data aggregator that surfaces it on the Signpost Global dashboard as well