Queue Champions
This must be checked Morning, Midday, and EOS to ensure no customer messages are missed.
What is Zendesk?
The workflow flows in this consistent order, ensuring documents move smoothly from intake to verification.
What is DI → DP → AV?
At this number, DI should pull support to keep the queue from rising.
What is 6?
Incoming mail must be logged within this time window to keep the DI → DP → AV flow moving smoothly.
What is 20 minutes?
This hour of the day is critical for ZD saturation, ensuring the afternoon stays on track.
What is 12 PM?
AS should pull support at this number, ensuring documents continue moving toward AV.
What is 10?
When switching queues — whether DI, AS, or AV — you should always do this in Slack.
What is post your queue update?
This type of communication — before taking a break — ensures queues never lose momentum.
What is coordinated break communication?
AV must pull support once the queue reaches this threshold to prevent a verification slowdown.
What is 26?
This action prevents queues from becoming overwhelmed and ensures support comes before a backlog.
What is requesting support early?
This practice keeps the day predictable and prevents sudden spikes in queue volume during peak hours.
What is maintaining a steady work pace?
This practice — rotating team members in and out earlier — prevents Zendesk from becoming a midday bottleneck.
What is ZD staggering?
Mail that arrives by this time (e.g., 3 PM) must be moved out of DM by EOD to keep daily production goals aligned.
What is the daily cutoff time?
This system-wide habit helps avoid bottlenecks, keeps all queues balanced, and supports every workflow stage.
What is proactive communication?
This early action keeps the entire pipeline balanced and prevents end-of-day fire drills.
What is shifting staff once queues hit their lower thresholds (3 or 5)?