Ticketing 101: Customer Support Team Management

A customer support team in an organization have a duty to serve their customers to fulfil their needs. The ability to deliver excellent customer experience depends on several factors, e.g. number of customers, number of services you provide, number of contact touchpoints/channels, etc. In a mature organization, the Customer Support team may grow to a hundred of team member and managing such a large group can be a bottleneck if done manually.

Let’s use an example to explain the feature better.

A Customer Support division divided into sub-teams related to products/services the company offers such as:

–                 Hotel Service (10 people, consists of 2 Supervisor & 8 Agents)

–                 Flight Service (10 people, consists of 2 Supervisor & 8 Agents)

–                 Train Service (10 people, consists of 2 Supervisor & 8 Agents)

–                 Booking Management (5 people, consists of 2 Supervisor & 3 Agents)

All team service hours is 24/7 except Booking Management (8 am to 9 pm). The communication served through WhatsApp & Twitter. The First Response Time SLA is 5 minutes since assigned to the agent. The maximum assignment is 5 per individual agent. New tickets will be automatically distributed to agents except for booking management because they will handle tickets related to booking inquiry which will be received through respective service type team first.

To cater above requirement, we will perform these actions during configuration.

1. Configure Groups & Assign/Create a user to group

Define group suitable for required services. And then create a user for each group, assigning correct group & role to each user.

2. Create a rule for each channel

Each channel will need to have its own rule, which consists of assigned members and configurations.

In this case, we will add respective users to the rule according to the defined assignment for each group. When creating a rule, it will be automatically assigned group matching the author of the rule, so each group supervisor is responsible for creating the rules. A rule must consist of at least 1 Supervisor user. The maximum rule assignment is mandatory. Leave the other value default for now.

Because planned operation only allows a maximum of 5 ticket assignments per user across all channel, we will set the maximum assignment per user from any rule because it is user scoped. The rule scoped maximum assignment previously set is a scope that will combine the total of maximum assignment the user belongs. Rule scoped maximum assignment will only take effect when individual user maximum assignment is left empty/not set. Do note that if a user assigned to telephony rule, they will only have one maximum assignment across all channel automatically.

Next, we will configure the desired SLA for each rule. The agreed threshold can set in seconds, and the measurement metric provided with a dropdown. Currently, we have the following parameter for measurements:

1. Assigned to Responded: From the time ticket is assigned to an agent to the first-time agent response

2. Created to Responded: From the time ticket is built to the first-time allocated agent responses

3. Resolution Time: From the time ticket is created to the time ticket is closed

We will select Assigned to Responded in this case because the agreed measurement is First Response time since assigned to the agent.

After that, we will set the rule of automatic distribution. We will need to set Hotel Service, Train Service, and Flight Service Proactive Assignment to on because we want to allow automatic distribution for those groups. Only Booking Service rule will have its Proactive Assignment off.

Finally, we will set the service hours. We can define the service hours for each day of the week, and whether a particular day is a holiday or not. In our case, we will only need to set service hour for the rule in Booking Management group because, by default, the created rule is 24/7. When service hour established, tickets arrived outside service hour will not be distributed to agents, and SLA calculation will only include time within service hour.

We are all set. With this configuration, your team is ready to serve your customer. Now there is some configuration not covered in this post as it will require us to describe different example use case, and because this post has run long enough, we will include those on a future post.

A handier tutorial can be accessed in our documentation so that you could adjust the need outside the given use-case. Stay tuned!

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