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Guide for Handling Advanced Integration Issues (SOP)

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This guide assists Zendesk agents in troubleshooting integration issues reported by users. It outlines a step-by-step process starting with checking CRM for account configuration and context, determining if escalation is needed, creating new issues and deploying tasks if necessary, and escalating unresolved issues to Tier 2. Each step involves specific actions and outcomes to ensure efficient resolution, including verifying settings, assessing issue complexity, logging issues, and informing relevant teams. The guide emphasizes clear communication and documentation throughout the process.

Overview 🌐

This guide helps Zendesk agents troubleshoot integration issues reported by users. Follow the steps below for an efficient resolution process.

 

Step 1: Check CRM for Account Configuration and Context 📊

  • Action:
    • Access the CRM and locate the user’s account 
    • Verify:
      • Correct integration configuration with the performance management system.
      • Any notes or previous tickets for additional context.
      • Recent changes that may affect the integration.
  • Outcome: Confirm correct settings and gather relevant information.

Step 2: Determine if Escalation is Needed ⚠️

  • Action:
    • Assess the issue's complexity.
    • Check GitHub or Jira for ongoing issues or ask escalation group:
      • Search for related open issues.
      • Ask development team if aware of issue (leverage their slack channel to do so)
  • Outcome: Identify if the issue is part of a larger problem requiring escalation.

Step 3: Create a New Issue and Deploy Tasks (if needed) 📝

  • Action:
    • If the issue isn’t documented, create a new issue:
      • Provide a clear description and include troubleshooting steps.
      • Assign the issue to the appropriate development team.
    • Deploy Tasks:
      • Use the task management app to assign auto-generated tasks to relevant teams (e.g., IT, Development).
      • Set deadlines for task completion.
  • Outcome: Log the issue and inform relevant teams.

Step 4: Escalate to the Escalation Group (Tier 2) ⬆️

  • Action:
    • If unresolved, escalate to Tier 2:
      • Summarize the issue with all relevant details.
      • Attach documentation, including the new issue in GitHub or Jira.
      • Communicate urgency and any deadlines.
  • Outcome: The escalation group will investigate and resolve the issue.

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