Zendesk Tickets Auditing Process

Introduction

The audit tasks and definitions outlined in this document are designed to uphold the efficiency and quality of our ticket handling processes. Through the analysis of key performance metrics and compliance standards, our objective is to pinpoint areas for enhancement and promote positive behaviors within the team.

Objective

The purpose of these audit tasks is to conduct a systematic review and improve our ticket management practices. This will ensure prompt responses, efficient resolutions, and compliance with security and communication standards.

Goal

The objective is to uphold exceptional levels of customer service, enhance overall ticket resolution times, and adhere to security protocols. Through the identification and rectification of any deficiencies in our procedures, we aim to boost team efficiency and elevate customer contentment.

Audit Tasks and Definitions

1. First Reply Time

• Task: Analyze tickets with a first reply time exceeding one hour.

• Objective: Ensure that customers receive timely acknowledgments of their issues.

• Action Steps:

  1. Identify tickets where the first reply time is more than one hour.

  2. Review the context and reasons for the delay.

  3. Discuss findings with the team and identify strategies to reduce first reply times.

2. Full Resolution Time

• Task: Analyze tickets with a full resolution time exceeding eight hours.

• Objective: Ensure that issues are resolved efficiently and effectively.

• Action Steps:

  1. Identify tickets where the full resolution time exceeds eight hours.

  2. Review the reasons for extended resolution times.

  3. Implement measures to optimize the resolution process.

3. Compliance Audit

• Task: Randomly review public comments from each agent to ensure responses meet security compliance and appropriate verbiage standards.

• Objective: Maintain high standards of communication and security in customer interactions.

• Action Steps:

  1. Randomly select public comments from each agent.

  2. Check for adherence to security compliance and appropriate language.

  3. Highlight any tickets where these standards are not met.

  4. Provide feedback to agents and conduct training if necessary.

4. Bad Satisfaction Tickets

• Task: Investigate tickets with poor ratings to identify root causes.

• Objective: Address and resolve gaps that lead to customer dissatisfaction.

• Action Steps:

  1. Identify tickets with poor satisfaction ratings.

  2. Analyze the reasons behind the negative feedback.

  3. Discuss findings with the team and develop action plans to improve service quality.

5. Good Satisfaction Tickets

• Task: Highlight positive feedback within the team to promote and encourage good practices.

• Objective: Reinforce positive behaviors and practices among team members.

• Action Steps:

  1. Identify tickets with positive satisfaction ratings.

  2. Share positive feedback with the team.

  3. Recognize and reward team members who consistently receive good feedback.

Example