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Out of scope support requests

  • September 6, 2017
  • 4 replies
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A
  • Anonymous

I'm curious how other customer support teams handle requests that they are unable to complete as it is the client's responsibility.

For example, we don't contact Zendesk to add a new organization or user. But many of our users contact our support team to add locations and users to our application. We direct them back to a key user for that client who can assist. This works most of the time but sometimes the ticket is solved and the person who submitted is not satisfied. So we receive a bad CSAT even though we were more of the intermediary in the exchange. 

Any tips on solving these types of out of scope tickets?  Do we update our CSAT automation to not send in these types of scenarios? Thanks!

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    4 replies

    Heather13
    • Heather13
    • September 7, 2017

    Hi Mike,

    We feel your pain.  Lately we've started to cc the person responsible at the client location, make an appropriate public comment like "Typically John handles these requests. We've cc'd him on this ticket.  We'll keep this ticket open for a few days to see how you make out"  and set the ticket to pending.  This way the client feels attended to.  

    L
    • Lester12
    • September 7, 2017

    To avoid bad CSAT, you should add a tag to those requests and then exclude customers with that tag on the ticket from getting the survey.

    Other that than, we tell the customer that we have forward the email rather than cc like Heather, as we try to avoid getting cc’ed on future updates to the ticket.

     

    W
    • William30
    • September 13, 2017

    I would create a macro to add a tag "out_of_scope" and an appropriate comment, along with marking the ticket solved.  Then exclude tickets with that tag from getting the survey. 

    For QC purposes, a supervisor should review a report of all out of scope tickets to a) ensure agents are not abusing the tag to avoid a bad rating, and b) determine if patterns of out-of-scope tickets should be handled differently.  

    Alternatively, instead of marking the ticket solved you could put it in pending status, with an automation to follow-up with the user to ensure their problem was resolved.  Even if that particular ticket is out of scope, it would provide a +1 in customer service.  

    A
    • Anonymous
    • September 19, 2017

    Thanks everyone for the suggestions. We have added the tag to exclude these types of tickets from CSATs and will experiment with the best way to follow-up.

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