SOP: Zendesk Task Reminder — Team Guidelines

🔐 1. Go Online

• Make sure your Zendesk status is Online
• This ensures tickets are assigned to you directly
• Staying visible = faster handling + balanced workload
  
   

🎯 2. Follow Your Daily Tasks

Staying consistent helps you stay ahead of your workload and avoid backlogs.

📂 3. Check Your Personal Queue

Review your own tickets regularly:

• Reopened
• Pending
• On Hold
• Follow-Up Needed
   

👉 Make sure nothing sits idle, and all pending tickets receive timely updates.

🔄 4. Monitor the Revolut Queues

1. Go to the Queues (Urgent, In resort, Revolut)

2. Click the “Play” Button

• Look at the top-right corner of the ticket list.
• Click the ▶ Play button.
• Zendesk will automatically open the next unassigned ticket for you.
   

3. Let Zendesk Assign the Ticket

• When the ticket opens, Zendesk will assign it to you automatically.
• Do not manually pick tickets from the list while using the Play button—this keeps distribution fair and avoids collisions.

🚀 5. Stay Proactive & Organized

• Keep your queue clean
• Respond promptly
• Follow your rotation tasks
• Ask for help when overloaded — teamwork matters!