Contacting third parties
Our Zendesk instances use many third-party applications to help agents in their day-to-day tasks. Sometimes, we encounter issues specific to these the third-party applications that cannot be fully resolved by Support Ops. In such scenarios, the Support Ops team will need to contact the application’s support system.
Process
- The agent or a Support Ops team member will create an issue in the Support Ops Project.
- The Support Ops DRI will then triage and investigate the issue at hand, which may include collecting items such as HAR files, Browser versions, and plugins.
- The Support Ops DRI will open a ticket with the third-party app’s support
system, providing detailed information.
- Always make sure to CC other Support Ops team members, especially a Support Ops Manager
- The Support Ops DRI will update all the responses received from the third-party app’s support team in the issue till the issue is fixed.
Flowchart
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