Anyone escalating complaints to Zendesk? (or any other tool?)

challenges

(Richard Millington) #1

Hey everyone (especially the @ALLIES) group!

I’m looking to find any examples of communities which receive a lot of complaints which are then escalated into tickets on Zendesk (@nic_says_hi and @madtownjessie) or similar platform.

Is anyone doing this at the moment? Or can anyone point me in the right direction.

Looking for some case studies to feature in the book.


(Kathleen Ulrich) #2

Hi Rich,
I have a community as part of an industry association platform. so I am of
a user of Zendesk I often escalate technical issues to Zendesk. I can
solve a lot of tech issues myself, but if I have not seen the issue or I am
unfamiliar with the operating system the user has in place, I submit a
ticket. I dislike Zendesk; it clutters my inbox with notifications and asks
me for a lot of feedback I really don’t want to provide. But my friends in
support like it, and it’s better for me when they are less stressed. Not
sure that helps with a case study!

On that note, one of the strategic objectives I put in place thanks to the
SCM course, was a way to address the needs of people who come to us in some
sort of crisis and need answers quickly. Rather than relying on contact
buttons. forums, and Zendesk support, I implemented a mobile app with a
feed. Building awareness has been a challenge, but it is starting to pay
off. Members are responding to members, even with technical issues. So I
have fewer Zen Desk issues.:slightly_smiling_face:


(Nicole Relyea) #3

Hey Richard -

To clarify, you’re looking for examples of support communities built on any platform that then integrate with Zendesk, is that correct?

I’ll be happy to help you find some examples. And, of course, we escalate a few things from our community into tickets. Usually not so much complaints as technical questions that require accessing private account details to troubleshoot which we wouldn’t want to undertake in a public forum.


(Richard Millington) #4

hey Nicole, yes that’s correct. Something that might make for an interesting example in the book.


(Nicole Relyea) #5

We can share how we do things if you’re still looking for examples.


(Richard Millington) #6

Hi @nic_says_hi,

Thanks for this. I think it’s a bit too late to get Zendesk featured in the book at this point, but I appreciate you getting back to me.