CS Update: Customer Support Transfer Flow

To ensure smoother ticket routing and faster resolutions for our customers, we want to be capitalising on the great capabilities of Zendesk department transfers. For tickets requiring action from Customer Support, this flow will help you determine the most appropriate group to transfer tickets to, based on time zone relevance and outbound call requirements.

Transferring Tickets to Support Knowledge Article

You’ll now follow a step-by-step flow  when transferring a ticket to Support. This helps ensure the correct support team is selected, improving response efficiency and minimising back-and-forth.

If you have any questions or need clarification, please don’t hesitate to reach out.

Thanks for your attention and support as we improve our ticket hygiene and streamline our workflows!

Please visit the Zendesk Knowledge Article:
Transferring Tickets to Support 

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 30th June 2025, titled "📌 Customer Support Transfer Flow " sent by Riley L (Customer Experience Operations Leader).