Open the queue at 9am to a sorted, tagged, routed list

Tell Carly to triage your Zendesk queue and she'll group by urgency, tag billing-related issues, route P0s to the on-call, and post a one-liner to #support — all before the team opens their laptop.

Zendesk

What Carly does

1. 01 List all new + unassigned tickets in the window
2. 02 Classify each ticket by urgency (P0–P3) and product area
3. 03 Tag billing-related tickets for finance follow-up
4. 04 Route P0s to the on-call agent with priority escalation
5. 05 Post a summary to #support — counts, top P0, queue depth

Queue triaged before 9am

P0s land on the right desk in 60 seconds, not 30 minutes. The team opens to a sorted queue — and the first hour goes to resolution, not triage.

Email this to Carly to kick it off.

Hey Carly,

Can you triage our Zendesk queue every morning at 8am ET?

Pull all new + unassigned tickets from the last 12 hours. Classify each by urgency (P0–P3) and product area. Tag anything billing-related for finance follow-up.

Route P0s straight to whoever is on-call (check the Slack on-call rotation), and post a summary to #support — total count, top P0 with link, queue depth, and the breakdown by product area.

Thanks!

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