Every month every Support Ops Specialist shadows Support Engineers as they work through tickets. We do this so we can be proactive in finding potential problems and work to resolve them. During these sessions, ask questions to better understand how Support is using Zendesk. Based on what is learned, Support-ops issues are created to better improve the system for those using it.
To schedule a shadowing session, reach out to the Support Managers for the region you are reviewing (we as a team should ensure we shadow ALL regions at least 3 times). They should be able to assist you in finding a Support Engineer with whom to pair for a 60-minute session.
As a general recommendation, try to aim your scheduling around Support Engineer focuses and hit each of the biggest ones:
Once you have scheduled the meeting, you should create an issue using the Support Shadowing template in the Support Shadowing project.
After the shadowing, try to use what was discussed and witnessed in the session to determine potential improvements Support Ops can make for Support. If you do make an issue from this, please mention the shadowing issue in the improvement issue.
From the issues created, Support-ops should review these and determine what can be actioned on. The main objective of all this is to improve Zendesk for all who are using it. This is why it is vital we review and take action on these whenever possible.