We've added a new alert to Zendesk that will now send out email updates when tickets enter and exit the Change Review queue for product related tickets.
What This Means
We use the Change Review queue as a way of checking how large a task is, which team is best to take ownership and we can place a time or cost quote on a ticket (if requested).
The Change Review queue is only used to estimate the above - it doesn't provide a forecast as to when a task can be scheduled to be completed.
Why Send This Alert?
Following on from the Innovation Support Process Feedback survey, the results showed that enhancing this process and making it a little more transparent would help with communicating exactly when a ticket is available to be worked on.
Why does this not provide a forecasted deadline?
The Change Review process isn't able to predict when a ticket will next be picked up, because that depends on many more factors: which ticket queue the ticket ends up in, the current volume of new tickets waiting to be picked up and team capacity.
If there are any questions involving the above, please feel free to vote and comment below.
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