Zendesk task management for TAFE NSW - Case study

The business unit recognised the need for a ticketing system to transform its task management system from an excel and email based system being very reactive, to a proactive online solution with workflow and delegation policies. Currently the system handles 20,000+ work requests per year and growing.

My involvement

  • Setup workflows and auto responses
  • Expansion to 20 agents and 8 groups
  • Training of new agents
  • Permission, workflow management and delegations
  • Assist in the setup and launch of the piolet system with 8 agents and 3 workflow groups

Result

20 agents and 8 groups - 20,000 tickets per year

Before

After

Please note sample images used as per NDA.

Overview

The Problem

  • Inefficient method of handling request through emails and phone
  • Re-active work environment with request coming in and no workflow setup

Requirements

  • Allow anyone with an email address to submit a request
  • Easily monitor work requests
  • Delegation of tickets between system
  • Easy to use

Goals

  • Pro-active workflow
  • Free up time by automating common requests

Feature requirements

  • Ticket history and tracking
  • Status allocation
  • Assignee allocation
  • Ability to reply via email
  • Monitor all tasks
  • Budget time and recourses to activities and projects

Result

20 agents and 8 groups - 20,000 tickets per year

Get in touch

Mobile: 0416 807 821

Email: justan_singh@live.com

Connect on LinkedIn