Sto raccogliendo best practice su workflow Zendesk per evitare errori nei casi ad alto rischio.
- Quali ticket fate passare sempre da approvazione umana? (refund/chargeback, GDPR/dati, legal, VIP, escalation)
- Come lo implementate oggi in Zendesk? (tag + view + macro + gruppi / altro)
- Cosa tracciate nell’audit (chi approva, motivazione, tempi)?
Mi bastano risposte telegrafiche + eventuale setup “tipo”.
For high-risk tickets like refunds, GDPR requests, legal issues, VIP cases, and escalations, it’s best practice to route them for human approval using tags (e.g., approval_required), dedicated views, macros for consistent communication, and assignment to specific approval groups. Typically, custom fields track approval status, and the audit log captures who approved or rejected the ticket, reasons if provided, and relevant timeframes. This setup ensures clear visibility and accountability while enabling timely processing through triggers and SLAs. If you need assistance setting this up, feel free to reach out!