Zendesk Ticket Auditing Process
Introduction
The following audit tasks and definitions are established to ensure the efficiency and quality of our ticket handling processes. By analyzing key performance metrics and compliance standards, we aim to identify areas for improvement and reinforce positive behaviors within the team.
Object
The object of these audit tasks is to systematically review and enhance our ticket management practices, ensuring timely responses, effective resolutions, and adherence to security and communication standards.
Goal
The goal is to maintain high standards of customer service, improve overall ticket resolution times, and ensure compliance with security protocols. By identifying and addressing gaps in our processes, we strive to enhance team performance and customer satisfaction.
Audit Tasks | Definitions
First Reply Time:
Analyze tickets with a first reply time exceeding one hour.
Full Resolution Time:
Analyze tickets with a full resolution time exceeding eight hours.
Compliance Audit:
Randomly review public comments from each agent to ensure responses meet security compliance and appropriate verbiage standards. Highlight tickets where these criteria are not met.
Bad Satisfaction Tickets:
Investigate tickets with poor ratings to identify root causes. Discuss findings with the team to address and resolve gaps.
Good Satisfaction Tickets:
Highlight positive feedback within the team to promote and encourage good practices.
Example:
Ticket ID | Ticket Description | Client Name | Type of Audit | Audit Date | Actions | Comments | |
1 | #460 | ASD-90 Required the original push script from Adeptia to D365 for attached customer invoice payload | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
2 | #472 | Deployment analysis of OR to D365 transaction for production | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
3 | #586 | EDIOutboundProcessor error in the AJG stage environment | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
4 | #741 | ASD- 100 - Analysis of AJG Production FTP Event and Event registries | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
5 | #761 | Analysis of PRONTO Refund Payment Payload Concern | AJG | Compliance Audit | 6/25/2021 | Meeting Required | Using Camel case |
6 | #796 | RE: ESB - 3210 | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
7 | #805 | ESB-3218 Change Implementation in Customer Invoice Mapping for Account Type Customer | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required |