Overview

In this article, you will learn about the components, ticket routing, and escalation for CSAI. The idea of this article is to help you in the process of selecting the relevant Zendesk component in the support ticket based on the customer's request, and understand how to triage the customer's most common issues.

 

L1 Scope

Name	Description
Zendesk: Users Management	Creating new Agent/End-user accounts, upgrading/downgrading agent access, revoking access, and permanently deleting accounts.
Zendesk: Organiazations Management	Creating new organization profiles, updating organization profiles (support access, downloads access, expiration date, etc.), deleting organization profiles, and merging organization profiles.
Zendesk: Configuration Update	Any configuration change in the Zendesk platform including (ticket routing, triggers, macros, fields, forms, emails, brands, etc.)
Zendesk: Issue Investigation	Any issues related to the Zendesk platform and its processes (ticket routing, ticket escalation, etc.)
Zendesk: Help Centre Management	Creating new support Help Centres, configuration updates, managing KB articles, and structures, and decommissioning help centers.
Release Portal: End User Access Management	Create new company profiles in the Release Portal, update the company to product mapping, create customer accounts, and remove users.
AWS QuickSight: Access Management	Creating a new account in AWS QuickSight, updating the access level of users, and deleting users.
Support Analytics: Access Management	Creating new accounts in the Support Analytics portal for management, updating access levels, and deleting accounts.
TalentLMS: Access Management	Managing access level in the Talent LMS platform, revoking access.
Ops Genie: Team Management	Creating new Teams in the OpsGenie platform, managing team members, and updating alerts routing to teams.
Ops Genie: Schedule Management	Updating CSM and VP on-call schedules, creating new schedules.
Amazon Connect: Users Management	Creating new user accounts in Amazon Connect, updating accounts, and deleting user accounts.
Amazon Connect: Issue Investigation	Diagnosing any account access and routing profile issues.

 

 

L2 Scope

Name	Description
Zendesk: Issue Investigation	Complicated issues related to the Zendesk platform and its processes (ticket routing, ticket escalation, etc.)
Zendesk: Configuration Update	Complicated configuration changes in the Zendesk platform including (ticket routing, triggers, macros, fields, forms, emails, brands, etc.)
Ops Genie: Alerts Update	Creating new OpsGenie alerts, integrating the alert with other platforms (Zendesk, Amazon Connect, etc.), updating alert configuration, diagnosing alert issues, and disabling alerts.
Amazon Connect: New Number Configuration	Claim/port a new phone number for a product, updating its routing flows and all other related configurations.
Amazon Connect: Configuration Update	Change contact flow configuration, call routing policies, or any other changes to the Amazon Connect system.
Product Import/Migration	Importing a new product into the Support Platform and configuring all related systems, data/user migrations, and handling migrations of products from one BU to another.
Amazon Connect: Issue Investigation	Diagnosing any call flow, configuration, or Zendesk Contact Control Panel (CCP) issues.

 

 

CSAI Engineering Team Scope

Name	Description
TalentLMS: Configurations Update	Make any configuration changes to the TalentLMS platform including certification management and sync with other platforms and reports.
Reports: Data Requests	Exporting data from any Support platform (such as Zendesk or Amazon Connect) based on the request.
Reports: Create Report on QS	Creating a new report dashboard in AWS QuickSight.
Reports: Update Report on QS	Make any changes to QuickSight reports and investigate any issues/discrepancies in the reports.
WU Trigger Management	Manage triggers for ALP WU creation related to Zendesk tickets.
Feature Requests	Developing new custom features/services in the support platform and making any changes to the current features.
Maint / Defect / Bug Requests	Diagnosing and resolving any issues in the support platform and it's related systems.
ALP WU Management	ALP WU-related tasks are escalated to the CSAI Engineering team which is responsible for coordinating with ALP Team

 

Ticket Escalation Process

Team	Routing Process
Engineering Team	Tickets can be escalated to the CSAI Engineering team by creating a JIRA in the CSP JIRA Project.  Link the JIRA to the ZD ticket after creation.