Troubleshooting Premium Accounts: Guidelines for Support Agents – Z3n Tests (ce8705 693432/1765448449)

Overview

Premium accounts may have enhanced configurations, custom SLAs, or integrations not available on standard accounts. As a support agent, it's important to follow the proper steps when reviewing, diagnosing, or escalating issues related to these accounts.

This article outlines how to identify premium accounts, what to look for in their setup, and the correct process to troubleshoot common issues.

🔍 Step 1: Confirm the Account Type

Premium customers are flagged automatically in Zendesk using the premium_account tag. You can confirm this by:

Opening the ticket.
Checking the ticket’s tags field.
Looking for the tag premium_account.

📌 Tip: You can also check the organization record for the “Premium Support” checkbox.

⚙️ Step 2: Review Custom Configurations

Premium accounts may have:

Dedicated account managers or CSMs
White-glove onboarding integrations
API rate limit extensions
Priority routing rules

Before proceeding, open the User Profile or Organization Profile and look for:

Assigned CSM field
Premium Onboarding Complete checkbox
Custom fields like Max API Requests, Routing Group

If something seems off, consult the Premium Accounts Lookup Sheet in the internal tools portal.

🧪 Step 3: Troubleshoot with Elevated Care

When troubleshooting, always:

Use internal notes to flag updates for the account team.
Set ticket priority to High if unresolved after first contact.
Reference the Premium SOP document (linked below) if any API or integration issues are present.

💬 Reminder: Never make changes to their API credentials or workflows without checking with the platform team.

🧭 Step 4: Escalate if Needed

Escalate to the Tier 2 Premium Queue if:

There’s data loss or sync failure.
The issue involves a third-party premium integration (e.g., Salesforce, Snowflake).
The client references a "custom build" or "enterprise deployment."

Use the escalation macro:
📌 Macro > Internal Escalation > Premium Account Issue

Be sure to include:

A full summary of steps taken
Screenshots or HAR files (if applicable)
Links to related tickets or configuration docs