Hi everyone,
I’ve been thinking a lot about the ideal timing for escalating unanswered community questions to Zendesk and wanted to get your thoughts. We’re trying to strike a balance between giving users enough time for peer-to-peer support while still ensuring that people aren’t waiting too long for an answer.
Right now, we’re considering a 48-hour window before escalating to Zendesk if a post remains unanswered. We want to encourage our users to rely on each other and build that sense of community, but we also don’t want anyone to feel like they’re stuck without help for too long.
For those of you who are using Vanilla and Zendesk together, what has worked for you? Have you found that a shorter or longer escalation time is better for promoting engagement without frustrating users who need help? I’m also curious if you’re using any automations to nudge the community to answer questions before it escalates to Zendesk.
Looking forward to hearing your best practices!
Thanks,
Jordan
