Sorting support requests: give every case an owner
Requests from different channels can be grouped and assigned, while refunds, promises and unclear messages stay with a person who can decide.
The workflow illustrates a possible design and is not a client case study.
- Group enquiries
- Suggest routing
- Assign an owner
Receiving a message is only the start
The same customer may contact you by email and chat, leaving two tickets with no clear owner. Automatic classification can help, but a suggested category does not authorise a refund or a promise to the customer. The process still needs someone responsible for the reply.
Check the tools already in your support platform
Check the routing, categories and response rules already available in Zendesk or your current help desk. Add AI where it helps with varied messages, and test its suggestions against real examples before using them to assign work.
Route a few common enquiry types
Begin with two or three common request types. Keep the original message, suggest a category and assign an owner. Flag uncertain cases for review. Automatic acknowledgements should use approved wording; actions such as refunds need separate approval.
Will staff notice incorrect routing?
Try mixed languages, sarcasm, missing order numbers, duplicate requests and reassignment. Check what happens when a reply is overdue. Staff must be able to see the original message, correct the category and take over the case.
Bring representative support messages
Bring representative messages with personal details removed, your categories, escalation rules and the channels staff use. Include examples that experienced staff find difficult to classify.