On April 15, 2025, the Zendesk team hosted the final episode of the Building your ideal Zendesk account series, focused on “Managing ticket escalations." This session focused on optimizing escalation workflows to enhance customer support efficiency and effectiveness.

Highlights include

Operational efficiency: Attendees learned how to streamline the escalation process, effectively allocating resources to reduce response times and improve overall productivity. 

Data-driven insights: We emphasized the importance of analyzing escalation patterns to gain valuable insights into recurring issues. This knowledge enables teams to implement proactive measures that enhance service quality.

Customer retention: Properly managing escalations was highlighted as a crucial factor in fostering trust and loyalty among customers, leading to higher retention rates and positive word-of-mouth.

What we learned: 

• Attendees gained practical skills in:

• Managing their escalation queue

• Creating escalation groups

• Developing escalation macros

• Setting up escalation triggers

• Creating customized escalation views

Each topic was accompanied by live demonstrations, providing participants with hands-on experience in implementing these features in their own Zendesk accounts.

For those who missed the session or wish to revisit the material, the following resources were shared:

Webinar resources:

• [Webinar recording] Building your ideal Zendesk account - Part 6: Managing ticket escalations

• [Presentation deck] Building your ideal Zendesk account - Part 6: Managing ticket escalations

• Zendesk essentials Youtube playlist

• Zendesk essentials: Live tutorials series page

Help center resources

• Creating groups

• Managing groups

• Creating macros for repetitive ticket responses and actions

• About triggers and how they work

• What is the difference between ticket triggers and automations

• Creating views to build customized lists of tickets

• Workflow recipe: Managing your escalation queue

We appreciate everyone who participated in this final session of the Building your ideal Zendesk account series. Thank you for joining us, and we look forward to you joining our next session of “5 steps to provide email support - Step 1: Plan your setup” on April 29th!