VIP Customers - Setting Up and Executing

Hi Christian,

Just a simple-minded comment, apologies if it's not pertinent.

We manually tag VIP customers, then adapt our triggers and views according to the presence of those tags.

Hi Jonathan, thanks for the insight! Just some further questions:

Do you have a separate team to view the VIP tickets? I'm assuming that these VIP tickets don't get bundled in with non-vip tickets in the views?

How often do you manually tag VIP customers? What is your process of keeping the VIP list current? (and actually take away VIP tags if the customer hasn't ordered in some time)

Do you mind explaining how you have it set up on the back end a little more?

Sorry for all the questions, just looking to see how we can execute something like this. Thank you!

Hi Christian,

We're a small team, and it sounds like your scenarios are much higher volume than ours. For what it's worth, we:

• have no special team;
• tag VIP users as they are identified;
• remove tags when an agent realizes that the user in a VIP-viewed-ticket doesn't qualify any more;
• may or may not include them in a particular view -- depends on the purpose of the view

For adding tags to users or organizations, see https://support.zendesk.com/hc/en-us/articles/203662006-Adding-tags-to-users-and-organizations 

For how to use a tag in a view, see https://support.zendesk.com/hc/en-us/articles/360001923708-Working-with-ticket-tags#topic_cvw_rma_vb 

Understood, appreciate you helping out Jonathan

Also like Jonathan, we use a tag to identify these folks. We use SLAs to pop them to the top of the queue for our support team by having a trigger set the ticket priority to urgent when it sees the VIP tag. Then our SLA sets a 4 hour reply window (that can be adjusted based on your needs) and our views are sorted by SLA timer. 

@Christian Jeon - In addition to what has already been mentioned, one thing that has worked well for us is simply having visibility on screen for agents knowing they are working on a VIP ticket. We use the VIP User app (VIP User App Integration with Zendesk Support) and have this as the first app visible to agents when working on tickets.

Lucas, thanks for the insight. Do you mind pasting a picture of what it looks like from the Agent perspective when looking at a ticket? The snippets from just the App marketplace don't give a holistic view or an actual Agent's view of what the differences are. Would be much appreciated!

Sorry @Christian Jeon I missed the notification for your response. The screenshots provided in the app marketplace are as simple as the solution is. When working on tickets, our agents have the app tray open to the right of screen and we have positioned this as the very first app. 

It's then very obvious when they see a green 'halo' around the contact, that the requester is a VIP. I would suggest installing the app in either your production or sandbox and have a play. You will quickly know if this is suitable or not for your needs. Have a great day.