Most support teams set up a Zendesk Jira integration for one reason: they want engineering to see the tickets that need a real fix without support having to leave Zendesk to ask for it. The integration handles that part well. What it doesn’t solve is...
AI data privacy for a support team all starts with one question: does your contract match your configuration? Your team wants AI that can dig into tier 2 and tier 3 tickets: pull the JIRA history, read the logs, and tell you what’s broken. That takes real...
Most Zendesk quality assurance (QA) programs run the same way: a team lead pulls a handful of closed tickets each week and scores them against a scorecard, usually somewhere between 2% and 5% of total ticket volume. The other 95%-plus closes without anyone looking at...
A dog barks once in the background of an otherwise perfect call. The agent scores zero. A phone transfer drops the first two seconds of a handoff. The receiving agent is dinged for an incomplete greeting. A customer’s real name happens to sound like a profanity....
There’s a Reddit thread on r/callcentres that every support leader should read. An agent describes waking up on rollover day, the morning QA scores reset, excited and confident. They’d followed the call flow perfectly on every new booking call they knew...
