Zendesk Consultant

This is a remote position.

1. Project Overview

The objective of this project is to customize and extend the existing Zendesk dashboards to better support Traumasoft's specific reporting and analysis needs, along with the implementation of Zendesk or another phone system to enhance communication channels. Additionally, this project will include the identification and implementation of Zendesk apps that can improve the effectiveness and efficiency of the support team. The project will involve defining key metrics, configuring dashboard tabs and filters, implementing new Key Performance Indicators (KPIs), integrating phone systems, and deploying selected Zendesk apps.

2. Out of the Box Dashboards Available

• Zendesk Support Dashboard
  
• CSAT Dashboard
  

3. Questions to Address in the Dashboards

• Busiest Days and Hours: Identify when customer support experiences the highest volume.
  
• Customer Channels: Determine the channels customers use to reach out (e.g., Email, Phone, Chat).
  
• Request Types: Analyze the types of requests received.
  

4. Project Phases and Deliverables

Phase 1: Basic Metrics and Dashboard Customization

• 4.1. Customer Communications Metrics
  
• How does the customer reach out to Technical Support (TS)?
  
• When does a customer reach out to TS?
  
• Identification of the most popular communication channels.
  
• Analysis of days and hours with the highest support volume.
  
• 4.2. Customer Satisfaction Metrics
  
• Satisfaction with agents broken down by:
  
• Ticket Groups
  
• Channels
  
• Products
  
• 4.3. Agent Performance Metrics
  
• Number of tickets created by each agent.
  
• Percentage of one-touch tickets.
  
• Percentage of reopened tickets.
  

Deliverables:

• Configured Zendesk dashboards with the above metrics.
  
• Documentation on the setup and configuration process.
  

Phase 2: Advanced Metrics, Additional Customizations, and Phone System Implementation

• 4.4. Advanced Metrics
  
• To be determined based on the analysis of Phase 1 results and any additional requirements identified.
  
• 4.5. Phone System Integration
  
• Implementation of Zendesk or another compatible phone system.
  
• Configuration of phone system channels within Zendesk.
  
• Integration of call data into reporting dashboards and metrics.
  

Phase 3: Zendesk Apps Identification and Implementation

• 4.6. App Identification
  
• Identify Zendesk apps that can enhance support team efficiency and effectiveness.
  
• Evaluate potential apps for integration into the existing Zendesk environment.
  
• 4.7. App Implementation
  
• Implement and configure selected Zendesk apps.
  
• Ensure seamless integration with existing dashboards and metrics.
  

Deliverables:

• Integrated and configured Zendesk apps to improve support operations.
  
• Documentation on app selection and configuration processes.
  

5. Dashboard Tabs and Filters Configuration

• 5.1. Tickets Tab
  
• Filter by Created, Solved, and Unsolved Tickets.
  
• 5.2. Ticket Groups
  
• Define groups for different support teams such as Support Tier 1, 2, 3, Sales, and Developers. (Currently, groups include NULL, Developers, Jahred, and Madison).
  
• Action Item: Define and implement desired ticket groups.
  
• 5.3. Ticket Brand
  
• Define and determine the utility of ticket branding.
  
• Action Item: Confirm the necessity and use cases for ticket brands.
  
• 5.4. Ticket Channel
  
• Ensure proper mapping of ticket channels: NULL, API, Email, Mobile, Voice, Web.
  
• Action Item: Verify and correct channel mapping.
  
• 5.5. Ticket Form (Products)
  
• Properly label and configure ticket types by product: NULL, EPCR Support Request, App Support Request, General Ticket Form, Payroll Support Request.
  
• Action Item: Implement accurate product labeling.
  
• 5.6. Submitter Role
  
• Roles include NULL, Admin, Agent, End-User.
  
• Action Item: Expand roles to include potential submitters such as Sales, Development, and Support teams.
  
• 5.7. Requester Organization (Customers)
  
• Maintain a comprehensive list of customers.
  
• Action Item: Confirm all customers are included and properly mapped.
  

6. Key Tabs in Prebuilt Dashboard

• 6.1. Efficiency Tab
  
• Measures key time-based metrics:
  
• First Reply Time (Target under 24 hours).
  
• Requester wait time for issue resolution (Tickets in new, Open, and Hold Status).
  
• Number of agent replies (Analyze efficiency; more than three replies could indicate a need for additional training).
  
• Tickets by Group Stations (Evaluate if multiple groups are required to resolve tickets; streamline if possible).
  
• 6.2. Assignee Activity Tab
  
• Focus on tickets assigned to agents.
  
• Key Metric: Percentage of one-touch tickets.
  
• Evaluate agents with high one-touch ticket volumes for efficiency.
  
• 6.3. Agent Updates Tab
  
• Track updates made by agents.
  
• 6.4. Satisfaction Tab
  
• Evaluate customer satisfaction across various metrics.
  

7. Key Performance Indicators (KPIs)

• Case Volume
  
• Cases by Product
  
• Case Resolution Type
  
• Cases by Severity Level
  
• CSAT (Customer Satisfaction Score)
  
• Initial Response Time
  
• Case Aging
  
• Case Backlog
  
• First Call Resolution Rate
  
• Number of escalated cases
  
• Number of cases forwarded to development
  
• Average resolution time
  

8. Additional Zendesk and Phone System Requirements

• CSAT Surveys for Campaigns: Implement surveys without sending them during email campaigns.
  
• AI Integration: Leverage AI for ticket routing and resolution.
  
• SLA Compliance Alerts: Set up automated alerts for SLA compliance.
  
• Knowledge Base Utilization: Enhance the knowledge base to assist in ticket resolution.
  
• Community Setup: Create a community platform for end users.
  
• Phone System Integration: Implement and configure Zendesk or another phone system for improved customer support communication.
  
• App Integration: Identify and implement Zendesk apps that improve the support team's efficiency and effectiveness.
  

9. Action Items

• Ticket Groups: Define and implement appropriate ticket groups.
  
• Ticket Brand: Determine its necessity and use case.
  
• Ticket Channel Mapping: Verify and correct the mapping.
  
• Product Labeling: Implement accurate labels for ticket types by product.
  
• Submitter Roles: Expand the submitter roles to include additional potential submitters.
  
• Customer List: Ensure the customer list is comprehensive and correctly mapped.
  
• Phone System Integration: Implement and configure a phone system within Zendesk for enhanced communication.
  
• App Integration: Identify and implement apps that enhance support team performance.
  

10. Next Steps

• Review this document with stakeholders.
  
• Finalize the scope and timelines with the consultant.
  
• Proceed with the configuration and customization as per the defined requirements.
  

This revised document includes the requirement for identifying and implementing Zendesk apps that can enhance the efficiency and effectiveness of the support team, ensuring that the project covers all aspects of support team optimization.