Ticketing Implementation

Sub Banner

  • Overview
  • Customer Experience
  • Agent Experience
  • Implementation
Overview
A packaged implementation service targeted to achieve the optimal set-up for processing ticket for your company, whether you are implementing structured ticketing for the first time or moving from an existing help desk system.

Quick and best practices is achieved by use of an extensive blueprint library of support patterns developed over a number of years experience in the support industry, Zendesk implementations, and developing and using CloudSET extension capabilities. By understanding your requirements and context, we can advise the most suitable starting pattern and then tailor this to your specific needs.

In it's simplest form - request are made, agents need to engage, and tickets need solving. How you interact with requesters, how you orgnaize yourself to respond and resolve, goes to the heart a successful implementation. Our best practice blueprint development has highlighted four of critical success factors:
  1. Context - understand the requester's and the company providing the support
  2. Support process - what's the inputs, the outputs, and how the outputs are achieved
  3. Structured ticket classification schema - to label the key dimensions of the ticket
  4. Group architecture - how the agents are organized
There are many other important supporting elements, but establish the above and everything else falls into place.

Customer Experience
These days requester's can use many channels: email, web form, social media, online chat, and phone. Indeed, in the case of social media, they may not even be making a direct request. The point being that the capture of requests needs to be where your customers live.

Some or all of these channel may be required. These touch points need configuring, including the 'tone of voice' of messages to match your branding. Simple or more detailed interactions may be needed depending on the nature of your business. Where detailed, be as smart as you can by clearing away clutter or make sure you expose the information that they need.

Other parties may be involved, making use of CC's to keep all involved.


Agent Experience
Whether you have a small or large number of agents, full time or 'everyone works in support', it's important that tickets are quickly allocated or claimed, they get processed quickly, with maximum efficiency, and to the requester's satisfaction.

Agents may live within Zendesk or involved as required. Effective alerting to new and ongoing conversation changes is needed to ensure that requests are dealt with quickly. Conversations may be short, long, or involve multiple parties.

Providing specimen response templates to common questions is both efficient and aids consistency.


Implementation
A quick start implementation is readily achieved, since Zendesk has a good baseline configuration and there are a lot of configurable option. The following approach and deliverable's make up the typical implementation project:
  • initial consultation covering context discovery, Zendesk conceptual architecture, support process blueprint review, and ticket classifications discussions
  • design definition of your own support process (your own or tailored blueprints that we have developed)
  • a ticketing classification schema (structured set of tags/labels)
  • configuration of custom fields, groups, and supporting business rules
  • set-up of optional CloudSET extension components
  • first pass configuration of supporting views, reports, email notifications
  • Work in Progress (WIP) demonstration & review, to facilitate completion of the configuration
  • second pass configuration of all configurable elements
    configuration and support for sub-domain mapping and email forwarding
  • mutual testing of the candidate solution
    data loading of user base (if required)
  • knowledge article on Zendesk agent forum detailing the implemented process and key functions
  • hand-over session on your solution (customer experience, agent experiences, and admin)
Active involvement with sponsors and support practitioners is expected and encouraged. Work contribution will be involved from all parties in between the meetings. The meetings, a minimum of three, usually last one hour using our web conference facilities, supplemented with email, and phone conversations in between.

Your company IT support department will have some small tasks, that only you can do, such as the optional sub-domain mapping and email forwarding.

Optional CloudSET extension include:
Self-service Implementation may also be coupled with this service to provide a full width and depth solution.

Since there is a quick start focus, the core work can be quoted on a package price, although this would increase depending on the type and number of optional CloudSET extensions

The typical timescales for completion are between 1-2 weeks.


Ticketing Implementation

Sub Banner

Ticketing Implementation

  • Overview
  • Customer Experience
  • Agent Experience
  • Implementation
Overview
A packaged implementation service targeted to achieve the optimal set-up for processing ticket for your company, whether you are implementing structured ticketing for the first time or moving from an existing help desk system.

Quick and best practices is achieved by use of an extensive blueprint library of support patterns developed over a number of years experience in the support industry, Zendesk implementations, and developing and using CloudSET extension capabilities. By understanding your requirements and context, we can advise the most suitable starting pattern and then tailor this to your specific needs.

In it's simplest form - request are made, agents need to engage, and tickets need solving. How you interact with requesters, how you orgnaize yourself to respond and resolve, goes to the heart a successful implementation. Our best practice blueprint development has highlighted four of critical success factors:
  1. Context - understand the requester's and the company providing the support
  2. Support process - what's the inputs, the outputs, and how the outputs are achieved
  3. Structured ticket classification schema - to label the key dimensions of the ticket
  4. Group architecture - how the agents are organized
There are many other important supporting elements, but establish the above and everything else falls into place.

Customer Experience
These days requester's can use many channels: email, web form, social media, online chat, and phone. Indeed, in the case of social media, they may not even be making a direct request. The point being that the capture of requests needs to be where your customers live.

Some or all of these channel may be required. These touch points need configuring, including the 'tone of voice' of messages to match your branding. Simple or more detailed interactions may be needed depending on the nature of your business. Where detailed, be as smart as you can by clearing away clutter or make sure you expose the information that they need.

Other parties may be involved, making use of CC's to keep all involved.


Agent Experience
Whether you have a small or large number of agents, full time or 'everyone works in support', it's important that tickets are quickly allocated or claimed, they get processed quickly, with maximum efficiency, and to the requester's satisfaction.

Agents may live within Zendesk or involved as required. Effective alerting to new and ongoing conversation changes is needed to ensure that requests are dealt with quickly. Conversations may be short, long, or involve multiple parties.

Providing specimen response templates to common questions is both efficient and aids consistency.


Implementation
A quick start implementation is readily achieved, since Zendesk has a good baseline configuration and there are a lot of configurable option. The following approach and deliverable's make up the typical implementation project:
  • initial consultation covering context discovery, Zendesk conceptual architecture, support process blueprint review, and ticket classifications discussions
  • design definition of your own support process (your own or tailored blueprints that we have developed)
  • a ticketing classification schema (structured set of tags/labels)
  • configuration of custom fields, groups, and supporting business rules
  • set-up of optional CloudSET extension components
  • first pass configuration of supporting views, reports, email notifications
  • Work in Progress (WIP) demonstration & review, to facilitate completion of the configuration
  • second pass configuration of all configurable elements
    configuration and support for sub-domain mapping and email forwarding
  • mutual testing of the candidate solution
    data loading of user base (if required)
  • knowledge article on Zendesk agent forum detailing the implemented process and key functions
  • hand-over session on your solution (customer experience, agent experiences, and admin)
Active involvement with sponsors and support practitioners is expected and encouraged. Work contribution will be involved from all parties in between the meetings. The meetings, a minimum of three, usually last one hour using our web conference facilities, supplemented with email, and phone conversations in between.

Your company IT support department will have some small tasks, that only you can do, such as the optional sub-domain mapping and email forwarding.

Optional CloudSET extension include:
Self-service Implementation may also be coupled with this service to provide a full width and depth solution.

Since there is a quick start focus, the core work can be quoted on a package price, although this would increase depending on the type and number of optional CloudSET extensions

The typical timescales for completion are between 1-2 weeks.


Ticketing Implementation

Sub Banner

  • Overview
  • Customer Experience
  • Agent Experience
  • Implementation
Overview
A packaged implementation service targeted to achieve the optimal set-up for processing ticket for your company, whether you are implementing structured ticketing for the first time or moving from an existing help desk system.

Quick and best practices is achieved by use of an extensive blueprint library of support patterns developed over a number of years experience in the support industry, Zendesk implementations, and developing and using CloudSET extension capabilities. By understanding your requirements and context, we can advise the most suitable starting pattern and then tailor this to your specific needs.

In it's simplest form - request are made, agents need to engage, and tickets need solving. How you interact with requesters, how you orgnaize yourself to respond and resolve, goes to the heart a successful implementation. Our best practice blueprint development has highlighted four of critical success factors:
  1. Context - understand the requester's and the company providing the support
  2. Support process - what's the inputs, the outputs, and how the outputs are achieved
  3. Structured ticket classification schema - to label the key dimensions of the ticket
  4. Group architecture - how the agents are organized
There are many other important supporting elements, but establish the above and everything else falls into place.

Customer Experience
These days requester's can use many channels: email, web form, social media, online chat, and phone. Indeed, in the case of social media, they may not even be making a direct request. The point being that the capture of requests needs to be where your customers live.

Some or all of these channel may be required. These touch points need configuring, including the 'tone of voice' of messages to match your branding. Simple or more detailed interactions may be needed depending on the nature of your business. Where detailed, be as smart as you can by clearing away clutter or make sure you expose the information that they need.

Other parties may be involved, making use of CC's to keep all involved.


Agent Experience
Whether you have a small or large number of agents, full time or 'everyone works in support', it's important that tickets are quickly allocated or claimed, they get processed quickly, with maximum efficiency, and to the requester's satisfaction.

Agents may live within Zendesk or involved as required. Effective alerting to new and ongoing conversation changes is needed to ensure that requests are dealt with quickly. Conversations may be short, long, or involve multiple parties.

Providing specimen response templates to common questions is both efficient and aids consistency.


Implementation
A quick start implementation is readily achieved, since Zendesk has a good baseline configuration and there are a lot of configurable option. The following approach and deliverable's make up the typical implementation project:
  • initial consultation covering context discovery, Zendesk conceptual architecture, support process blueprint review, and ticket classifications discussions
  • design definition of your own support process (your own or tailored blueprints that we have developed)
  • a ticketing classification schema (structured set of tags/labels)
  • configuration of custom fields, groups, and supporting business rules
  • set-up of optional CloudSET extension components
  • first pass configuration of supporting views, reports, email notifications
  • Work in Progress (WIP) demonstration & review, to facilitate completion of the configuration
  • second pass configuration of all configurable elements
    configuration and support for sub-domain mapping and email forwarding
  • mutual testing of the candidate solution
    data loading of user base (if required)
  • knowledge article on Zendesk agent forum detailing the implemented process and key functions
  • hand-over session on your solution (customer experience, agent experiences, and admin)
Active involvement with sponsors and support practitioners is expected and encouraged. Work contribution will be involved from all parties in between the meetings. The meetings, a minimum of three, usually last one hour using our web conference facilities, supplemented with email, and phone conversations in between.

Your company IT support department will have some small tasks, that only you can do, such as the optional sub-domain mapping and email forwarding.

Optional CloudSET extension include:
Self-service Implementation may also be coupled with this service to provide a full width and depth solution.

Since there is a quick start focus, the core work can be quoted on a package price, although this would increase depending on the type and number of optional CloudSET extensions

The typical timescales for completion are between 1-2 weeks.


Ticketing Implementation

Sub Banner

Ticketing Implementation

  • Overview
  • Customer Experience
  • Agent Experience
  • Implementation
Overview
A packaged implementation service targeted to achieve the optimal set-up for processing ticket for your company, whether you are implementing structured ticketing for the first time or moving from an existing help desk system.

Quick and best practices is achieved by use of an extensive blueprint library of support patterns developed over a number of years experience in the support industry, Zendesk implementations, and developing and using CloudSET extension capabilities. By understanding your requirements and context, we can advise the most suitable starting pattern and then tailor this to your specific needs.

In it's simplest form - request are made, agents need to engage, and tickets need solving. How you interact with requesters, how you orgnaize yourself to respond and resolve, goes to the heart a successful implementation. Our best practice blueprint development has highlighted four of critical success factors:
  1. Context - understand the requester's and the company providing the support
  2. Support process - what's the inputs, the outputs, and how the outputs are achieved
  3. Structured ticket classification schema - to label the key dimensions of the ticket
  4. Group architecture - how the agents are organized
There are many other important supporting elements, but establish the above and everything else falls into place.

Customer Experience
These days requester's can use many channels: email, web form, social media, online chat, and phone. Indeed, in the case of social media, they may not even be making a direct request. The point being that the capture of requests needs to be where your customers live.

Some or all of these channel may be required. These touch points need configuring, including the 'tone of voice' of messages to match your branding. Simple or more detailed interactions may be needed depending on the nature of your business. Where detailed, be as smart as you can by clearing away clutter or make sure you expose the information that they need.

Other parties may be involved, making use of CC's to keep all involved.


Agent Experience
Whether you have a small or large number of agents, full time or 'everyone works in support', it's important that tickets are quickly allocated or claimed, they get processed quickly, with maximum efficiency, and to the requester's satisfaction.

Agents may live within Zendesk or involved as required. Effective alerting to new and ongoing conversation changes is needed to ensure that requests are dealt with quickly. Conversations may be short, long, or involve multiple parties.

Providing specimen response templates to common questions is both efficient and aids consistency.


Implementation
A quick start implementation is readily achieved, since Zendesk has a good baseline configuration and there are a lot of configurable option. The following approach and deliverable's make up the typical implementation project:
  • initial consultation covering context discovery, Zendesk conceptual architecture, support process blueprint review, and ticket classifications discussions
  • design definition of your own support process (your own or tailored blueprints that we have developed)
  • a ticketing classification schema (structured set of tags/labels)
  • configuration of custom fields, groups, and supporting business rules
  • set-up of optional CloudSET extension components
  • first pass configuration of supporting views, reports, email notifications
  • Work in Progress (WIP) demonstration & review, to facilitate completion of the configuration
  • second pass configuration of all configurable elements
    configuration and support for sub-domain mapping and email forwarding
  • mutual testing of the candidate solution
    data loading of user base (if required)
  • knowledge article on Zendesk agent forum detailing the implemented process and key functions
  • hand-over session on your solution (customer experience, agent experiences, and admin)
Active involvement with sponsors and support practitioners is expected and encouraged. Work contribution will be involved from all parties in between the meetings. The meetings, a minimum of three, usually last one hour using our web conference facilities, supplemented with email, and phone conversations in between.

Your company IT support department will have some small tasks, that only you can do, such as the optional sub-domain mapping and email forwarding.

Optional CloudSET extension include:
Self-service Implementation may also be coupled with this service to provide a full width and depth solution.

Since there is a quick start focus, the core work can be quoted on a package price, although this would increase depending on the type and number of optional CloudSET extensions

The typical timescales for completion are between 1-2 weeks.