Workflow recipe: Managing your escalation queue

When you deal with a lot of customers, it's very easy for some of the more upset ones to fall through the cracks. More often than not, you can prevent upsetting customers by keeping track of your escalated tickets. This support tip will help you create triggers to escalate your tickets more effectively.

This tip contains the following sections:

• Creating your group
• Creating your triggers
• Creating your view

Creating your group

Before you can create your triggers, you need to create an Escalations group.

1. In Admin Center, click the People icon () in the sidebar, then select Team > Groups.
2. Click Add group.
3. Name the group Escalations, then select agents you want to handle escalated tickets.

Creating your triggers

You can manage your escalated tickets with three types of triggers. For more information on creating custom triggers see, Streamlining workflow with ticket updates and triggers.

The trigger types are:

• Escalation triggers
• Bad CSAT triggers
• Agent touch triggers

Escalation triggers

Your first trigger will escalate tickets based on the text your requester uses in their ticket.

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. Name your trigger.
4. Under Meets all of the following conditions, select Ticket: Status>Less than>Solved.
5. Click the () icon to add a new condition.
6. Select Ticket: Tags>Contains none of the following>Escalated_Customer.
   Note: It is important to add this trigger, so you create a nullifying condition to prevent the trigger from running over and over again.
   
7. Under Meets any of the following conditions, select Ticket: Comment Text>Contains at least one of the following words. You will want to insert common words and phrases found when customers are upset.
8. Under Perform these Actions, select Ticket: Add Tags>Escalated_Customer.
9. Add a new condition and select Ticket: Priority>Urgent.
10. Add a new condition and select Ticket:Group>Escalations.
11. Click on Create trigger.

Bad CSAT triggers

Your second set of triggers will escalate tickets with poor satisfaction ratings both with and without comments.

Without comments

1. Click Add trigger.
2. Name the trigger Bad without comment.
3. Under the Meets all of the following conditions, select Ticket: Status>Less than>Solved.
4. Click the () icon to add a new condition.
5. Select Ticket: Satisfaction>is>Bad.
6. Add a new condition and select Ticket: Tags>Contains none of the following>Bad_CSAT_no_comment.
7. Under Perform the following actions, select Ticket: Add tags >Bad_CSAT_no_comment.
8. Click Create trigger.

With comments

1. Click Add trigger.
2. Name the trigger Bad with comment.
3. Under the Meets all of the following conditions, select Ticket: Status>Less than>Solved.
4. Click the Add condition icon ().
5. Select Ticket: Tags>Contains none of the following>Bad_CSAT_with_comment.
6. Add a new condition and select Ticket: Satisfaction> Is>Bad with comment.
7. Under Perform the following actions, select Ticket: Add tags> Bad_CSAT_with_comment.
8. Click Create trigger.

Agent touches

There is one last important trigger to add. Adding a trigger based on more than three agent touches is important because statistically, the chances of having a great customer satisfaction rating drop drastically after three customer interactions with the same requester.

1. Click Add trigger
2. Under Meets all of the following conditions, select Ticket: Status>Less than>Solved.
3. Click the () icon to add a new condition.
4. Select Ticket: Tags>Contains none of the following>3touch_or_more.
5. Add a new condition and select Ticket: Agent replies>Greater than>3.
6. Under Perform these actions, select Ticket:Group>Escalations.
7. Add a new condition and select Ticket: Add Tags>3touch_or_more .
8. Click Create trigger.

Creating your view

You can now create a view for your Escalations group. Creating a view will enable your agents to easily identify the tickets that need their attention.

1. In Admin Center, click the Workspaces icon () in the sidebar, then select Agent workspace > Views.
2. Click Add view.
3. Call it Escalations.
4. Under Meets all of the following conditions, select Ticket: Tags>Escalated_Customer, 3touch_or_more, Bad_CSAT_no_comment, Bad_CSAT_with comment.

   

5. Under Group by select Latest Update.
6. Under Order by, select ID.
7. In Available for, select Agents in group: Escalations.

   

   Note: You want to select this group to prevent agents who do not handle escalations from having access to the tickets.
8. Click Submit.

This process is going to solve many of your escalations from wasting your time, the customer's time, and everyone's sanity. You can prevent customers from falling through the cracks, by placing an urgent status on them, as well as escalating them to a specific group of agents trained to solve escalated tickets.