Hierarchy Setup

You could set an auto CC on a light agent that ties to a distribution list of relevant supervisors.  Whoever is on shift from supervisor side can log in with their full agent account and intervene.

You may want to create an automation with parameters that send a notification either to an email or Slack channel when a ticket has sat for x amount of time without an update. It could add a tag that makes it visible from a manager view in Zendesk and set a trigger/macro to remove the tag when resolved.  You may also consider setting up some SLA policies,  if applicable, to help highlight when tickets are past due for attention. 

Hey @akanksha11 -

You might consider adding a user field dropdown with all of the supervisors names, and then associate the supervisors at the agent profile level.  From there, you could build business rules around the tags associated with the drop-downs, but having dynamic views might be more efficient for you (Manager X View has ticket assignees A, B, C).  Hope this helps!

Brandon

Hi @akanksha11,

There are a few approaches to this:

1. Dynamic Supervisor Groups:

• Create a "Supervisor" group and dynamically add/remove members based on their current reporting relationships. This can be achieved through integrations with HR systems or using custom fields in Zendesk to define reporting lines.
• Set up a trigger to fire when a ticket breaches its TAT and the assigned agent hasn't updated it.
• As an action, the trigger assigns the ticket to the "Supervisor" group, ensuring the current supervisor receives the notification.

2. Escalation Rules:

• Define escalation rules based on TATs and ticket priority. When a ticket breaches its TAT, automatically escalate it to a specific group or individual, likely the current supervisor identified using custom fields.
• This approach ensures escalation without relying on dynamic groups, but requires manual updating of supervisor fields if they change.

3. Automations with Custom Fields:

• Create a custom field for "Current Supervisor" and update it regularly based on your HR system or manual input.
• Set up an automation to run every hour or based on a schedule.
• The automation checks for tickets meeting specific criteria (e.g., overdue, assigned agent inactive).
• If the criteria are met, the automation checks the "Current Supervisor" field and sends them a notification via email or internal chat.

-The other Brandon :)

Just Iterating on @brandon34's solution here:

Dynamic Supervisor Groups:

• Create a "Supervisor" group and dynamically add/remove members based on their current reporting relationships. This can be achieved through integrations with HR systems or using custom fields in Zendesk to define reporting lines.
• Set up a trigger to fire when a ticket breaches its TAT and the assigned agent hasn't updated it.

As an action, the trigger assigns the ticket to the "Supervisor" group, ensuring the current supervisor receives the notification.

I spotted yesterday that there's a trigger action to email all the members of a selected group, so my suggestion would be:

• As an action, the trigger sends an email to all members of the supervisor group, ensuring the current supervisor receives the notification.