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Q4: SLA Achievement Improvement Ideas #246

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@benHPostHog

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SLA Achievement Improvement Ideas

Below are a list of ideas that could improve our SLA achievement rate whilst keeping CSAT levels the same (or even improve them!) The purpose of this issue is for anyone who would like to have an input, can. Please say what you like, what you don't like and suggest any other ideas you have. Once everyone has had their say, this list will be defined and made part of the Q4 goals. The list is in no particular order.

Ideas

  • Create more macros / predefined responses / snippets
  • Should low-priority tickets have a defined response target? Replying to a low-priority ticket after weeks can be seen as insulting
  • Reduce the number of notifications for SLA breaches in Slack. Right now, they are too easy to ignore.
  • Make the request for feedback after a ticket is closed more prominent
  • Provide an incentive for CSAT survey response, such as purchasing a meal for a hedgehog per response.
  • Big effort on cleaning up Zendesk. Right now there are so many tickets which look like they should be closed out, less noise makes issues more obvious
  • Are all tickets are included in the breaches report? If so, create a view showing tickets breached and close to breach
  • A Brown Bag for complex tickets

Changes Implemented:

  • CSAT emails no longer sent on weekends.

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