The Support team currently have two rotating roles to help ensure tickets get replies within the Service Level Agreement we have with our customers.
This is a rotating role, where someone is "on point" weekly (Monday to Friday), to make sure:
First Response Time Hawks directly drive achievement in our Service Level Agreement KPI.
Other Request. This is usually because the ticket was created by email. Note that a form change results in an auto-reply for tickets that don't have an org associated yet. Hence, it is recommended to first associate the user with an appropriate org and then change the form to the most relevant form type and fill in additional metadata where possible.
General::Job Application Questionsfor hiring-specific questions in Zendesk.
You can track your progress and see global results on this Zendesk Explore Dashboard
The SLA Hawk is a rotating role that you will carry out for one week at a time (Monday to Friday). You can view the rotations in PagerDuty
The SLA Hawk is responsible for ensuring that action is taken on the 'most breached' and 'next to breach' tickets in order to meet our SLAs and so that difficult tickets are not ignored. NOTE: It is the responsibility of all Support team members to ensure customer tickets are responded to within our SLA times. The SLA Hawk is not expected to reply to tickets themselves - your job is to find team members to help get a reply out (see below for more info)
The SLA Hawk should also perform a queue tidy up:
#support-self-managedand ping them asking if they are able to take a look. We've adopted a convention of prefixing your message in Slack with
[SLAH]so that folks know you're currently in that role.
@support-team-<region>) about the ticket. Once you have one or two volunteers, let the team know the ticket is taken care of via the thread.
[SLAH], this lets people know that you've been given the role to find people to help. We assume positive intent and the team knows that this is the job of the SLA Hawk.
You can see how we're doing on this Zendesk Explore Dashboard.
Look a the 'Self Managed NRT SLA achieved charts' for this week and last week. We're aiming for 85% achievement. If we can get to 95% that would be awesome! The 'this week' chart updates hourly.