Workforce engagement management

We have just implemented zendesk into our business and I would love to know the ideal team structure to continue to optimise zendesk. Do you have dedicated roles just for zendesk product ownership/admin?

I'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of tickets created each month. I've been banging my head because of many variables such as escalation rates, solve rate, personal backlog, average ticket handle time, etc. Does anyone have a magic formula or recommendations? For example, I'd like to calculate the number of agents needed based on X number of new tickets per month. I'd also be open to consulting firms/services specializing in this. Thanks!

Hi! Until now, only 1 person in our organization was handling support tickets. Now we will have 3 people. I can’t seem to find some of the best case practices on what to do in this situation. We want to distribute tickets automatically between 3 agents, but If possible the agent that started solving the issue should also cover all the other connected tickets from that email (customer). Can you please guide me in the right direction? How do we set this up? What are some of the best practices? Thank you

Hi.There is a problem on my team going on with agents 'stealing' tickets from each other by assigning those to themselves to get the solve. We do not use auto assignment as it would not make sense in our current setup. Best I could find is a way to prevent agents from reassigning tickets to themselves, but the ticket ends up unassigned and the thief can then reassign it to themselves.Any solution to that problem?Kind regards,

Hello, We are a small company expanding additional departments into using Zendesk. A new department we want to add has VERY different time expectations on responses and "resolution" times. I was thinking that using a unique form would be a good start. In addition to that, since the triggers / automatons would be different in nature, is it easier to add them to our existing 1 "brand" (where everything else is) OR to create a new "brand" (even though it's a department) and set everything up through that way and keep them separate? My once issue with this ladder approach is that sometimes questions related to that department may come in at the primary customer service location - would they be able to transfer a ticket to another "brand"? I'm open to ideas! Thanks.

I'm creating a training pack for our Light Agents, and I'm looking for training videos or a comprehensive training pack for them. I've looked in multiple places and asked the Bot, but I'm coming up with nothing.  Any help would be much appreciated. Rachel 

I just wonder how could this be achieved. Agent to be able give themselves feedback how they feel the ticket was solved. There is a lost information now on what could have been done better and learning from other agents. Have been trying to find an app to ticket from Marketplace but haven't found yet. Does anyone else thinking about this as well?

Hi all!  Looking for an automated solution for removing employees. We often have general support agents terminated in our instance, and it is cumbersome to go through each agent to reassign unresolved tickets. If you have any trigger/automation recommendations that would be great.

Having a bit of a hard-to-explain issue here.  We have about 115 agents spread across 30 groups.  Often those agents are requesters to tickets in other groups of which they are not members.  Two things are happening: 1. Those agent-requesters can't see the group or assignee of the tickets they request when the ticket is in a group they don't belong to.  We don't want them to be able to assign tickets to other groups (so they must go through the proper email channels), so we disabled the "Agents can assign to any group" option in their roles.  But we DO want them to be able to see who their ticket is assigned to, even if it's just a group name. 2. A bigger issue is that those agent-requesters often "Take" their tickets back to themselves and their own group in what I call "stealing the ticket."  This results in the intended group/agents no longer see those tickets, which means lower ticket count, and not being able to refer back to them later.   S