From 4fdb85e084589945ecd9f8da3458a2757d0dce91 Mon Sep 17 00:00:00 2001 From: Zay Hanlon <114112018+zayhanlon@users.noreply.github.com> Date: Thu, 1 Dec 2022 14:02:31 -0500 Subject: [PATCH] Update README.md (#8900) * Update README.md Adding the handbook page documenting Slack + Zendesk process * Update README.md --- handbook/customers/README.md | 33 +++++++++++++++++++++++++++++++++ 1 file changed, 33 insertions(+) diff --git a/handbook/customers/README.md b/handbook/customers/README.md index f75e0582a3..b8b57205d7 100644 --- a/handbook/customers/README.md +++ b/handbook/customers/README.md @@ -146,6 +146,39 @@ I wanted to personally apologize for our mistake and let you know we're looking Thank you for trying Fleet!" +### Customer support workflow for Slack + Zendesk + +#### This section outlines both the automated workflows and manual triggers associated with Fleet's Slack integration to Zendesk. The purpose of this integration is to: +- Provide Fleet with better service level agreement (SLA) tracking on requests (especially those submitted outside of business hours) +- Better track threads for issues that require advanced troubleshooting +- Consolidate support requests into a single-source, searchable system for faster issue resolution in the future + + +#### There are three different situations when a customer support request could result in a ticket being created in Zendesk. They are as follows: +1. When a request has been submitted outside of business hours via Slack automation +2. When a Fleet staff member has flagged an issue that requires advanced troubleshooting and determines that they want to move it into Zendesk for management +3. When any Fleet user submits a support request via email + + +#### Workflow when a request is submitted outside of business hours: +1. A new message is posted in any Slack channel +2. (Zapier filter) The automation will continue if the message is: + - Not from a Fleet team member + - Posted outside of Fleet’s business hours + - In a specific customer channel (manually designated by Customer Success) +3. (Zendesk) Search for an existing Zendesk ticket by the Slack thread ID or create one if it does not exist. +4. (Slack) If a new Zendesk ticket was created, reply to the Slack message in a thread. + - Hi @username, it's currently outside Fleet's support hours. (6am - 4pm PT). We've created a support ticket based on your message, and a Fleet team member will respond as soon as possible. If you have more questions or comments, feel free to reply in this thread, and we'll add them to the ticket. +5. (Zendesk) If an existing Zendesk ticket was found by the search, add the Slack message to the existing ticket as a new comment. + +#### Things to note: +- New customer channels that the automation will run in must be configured manually. Submit requests for additions during automation office hours. +- New tickets created from thread replies will contain a link to the slack thread, but will only have the new message. +- This zap does not support file uploads and attachments. Tickets created for messages with images attached will not have the attachments, and the automation will not run if someone uploads a file without a message. + +#### Workflow when a request is submitted outside of business hours: +![Screen Shot 2022-12-01 at 11 39 54 AM](https://user-images.githubusercontent.com/114112018/205109512-d35f4907-1169-41f5-acab-e23e3506e050.png) + ## Customer requests Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue).