Please see Building a queue: Best practices for general tips about designing a good queue process.

This page provides tips, suggestions, and best practices for those teams that specifically want to use Zendesk as their queue.

Why Zendesk?

Zendesk is a convenient place to manage your queue for a few reasons.

Easy to use:Compared to, say, Salesforce, Zendesk is easy to use, for you and for your requesters.
Robust metrics: Zendesk has all the advanced features you need to add or track various metadata associated with requests, so you can report on things like your SLA to responding to requests.

The drawbacks of Zendesk are that, while it is easier to use than Salesforce, it is still not dead-simple to set up (for you, the Customer Trust manager).

Zendesk design recommendations

We recommend creating a request form with the following fields:

Field	Type	Options	Who edits?	Notes
Customer name	Free text		Requesters	Requester inputs the name of the customer here
Opportunity link	Free text		Requesters	Give requesters the option (or make required) to drop a link to the associated SFDC opportunity
Product Name	Pick Multiple	All the products that you offer	Requesters	So that your requesters can indicate which product(s) are in scope of the request
Request Type	Pick One	Questionnaire, One-off question, Document Request	Requesters	Populate with whatever services within Customer Trust you want to use the Queue for
Subject	Free Text		Requesters
Description	Free Text		Requesters
Status	Pick One	Untriaged, Ready to be picked, Awaiting input, Working, Closed	Customer Trust team (and Sue)	New requests should go into the "Untriaged" status by default.
Assignee	User field		Customer Trust team (and Sue)	So that a member of your team can indicate that they are taking the case.
Conveyor Questionnaire Link	URL		Customer Trust team (and Sue)	This will contain the link to the questionnaire in Conveyor.
Internal Notes	Free Text		Customer Trust team (and Sue)	For Customer Trust team notes that may arise when handling the case.

Recommendations for advanced reporting

Many teams include additional fields that the Customer Trust team populates when closing the request. These additional fields can for future report-generation. However, asking your team to fill in too many fields when closing a case can interfere with the principle of an easy process.

Luckily, for every request type that Sue handles, she can be the one to fill in these fields for you.

Field	Type	Options	Who edits?	Notes
Effort	Pick One	Small, Medium, Large, Extra Large	Customer Trust team (and Sue)	A "SWAG" estimate of how much time it takes to complete a request. Sue can populate this based on how long the questionnaire was.
Case Closed Reason	Pick One	Completed Request, Cancelled Request	Customer Trust team (and Sue)	Provides more granularity about why the case was closed.