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This buzznerd course is currently closed
- Ticket comes into Zendesk
- Lead decides who gets the ticket, prioritize it based on the request and assign it to Level 1 support
- If Level 1 can’t figure the ticket out in 15-20 minutes the ticket is escalated to Level 2 Support.
- An escalation response is sent to the client when the ticket is escalated
- Support sends a follow up if the client doesn’t respond in 48 hours
- After 72 hours the ticker is marked as closed and client is sent the ” closing ticket ” Canned response.
