When working on tickets, collaboration is critical, especially when troubleshooting complex issues, or technical areas of focus that fall outside of your experience level. Asking for help means having a low level of shame, and also shows that you are putting the customer first because you are working towards resolving their problem.
If you are stuck on a ticket, the following workflow seeks to help Support Engineers realize and utilize all of the resources available to progress a ticket to resolution. This workflow lists some common resources, you can lean on to get the help you need.
If you’re stuck on a ticket…..
Identify what's causing you to get stuck. Some examples are:
Then choose from below the appropriate resource that can help unblock you. Escalating to unblock is a sub-value of Results.
Needs Collaboration view in Zendesk. Use the Collaboration macro to summarize the help that you need into an internal note so that others can quickly understand what help is needed. This will add the needs_collaboration tag to the ticket, and remove you as the assigned agent, which will add it to the Needs Collaboration view. Make sure your user is in the CCs list.