zendesk-ticket-management

Application to manage the tickets in the Zendesk ticketing system - the main goal is to establish the automatic ticket assignment procedure

General work principles

• application gets the list of all unassigned tickets
• application gets the list of all agents
• application gets the agent availability sheet from the exposed Sharepoint Excel file
• application stores the information about the last assignment timestamp for each agent
• application assigns the ticket to the agent with the oldest assignment timestamp from the agents who are available at the moment (based on the availability sheet)
• application exposes the logs in a txt file (optional)

Application logic/requirements

UI

• there is a control panel with authentication based on Zoovu SSO
• support team members have agent role and can
  • preview the shift rota
  • propose changes to the shift rota (only for himself)
  • see the shift rota changelog
• support team lead has admin role and can
  • preview the shift rota
  • change the shift rota entries (days, working hours) per person
  • accept proposed shift rota changes

backend

• application assigns the tickets to the agents according to the established shift rota
• application manages the ticket load in daily/weekly distribution
• application can receive the data from the Zoovu Support Assistant and create a ticket based on the content (apply correct ticket fields, tags etc.)
• application stores the usage data (logs) in internal csv file
  • ticket assignment action with timestamp
  • ticket from the assistant creation timestamp and subject
• application can send followup messages based on the tags from the open tickets
  • if the tag is added application adds an internal note/reminder