Zendesk Escalation and Problem Ticket Process
Define when and how tickets move to other teams.
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Write an escalation process for Zendesk. Teams that support us (engineering, billing, legal): [TEAMS]. Types of issues that need escalation: [ESCALATION_TYPES]. Response times from those teams: [RESPONSE_TIMES]. Customer communication rules: [COMMUNICATION_RULES]. Customers should not be asked to repeat information. Provide an escalation template as a block with labelled fields (steps to reproduce, account details without sensitive data, screenshots, impact) and an example filled with invented details; a decision table for when to escalate, resolve at first line, or treat several tickets as one problem using problem and incident tickets [VERIFY]; who the customer hears from; an update rhythm (for example every two hours for severity one) with customer wording that avoids promising a fix time we do not control; and a holding message. Major incidents: a single owner, a status page and consistent messages. Measure time to escalate, time in escalation, time from request to first response by the receiving team, and the share of escalations returned for missing information.
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