What Marque means for the COO
The operating cadence on autopilot: tickets, SLAs and slipping commitments, with the owner named.
Key takeaways
The takeaways, starters and worked examples for this seat quote real company figures, so they are shown to signed-in colleagues only. Sign in to read them.
What to ask
The same starters the Ask screen offers you, from the seat's own list and its home department. Each one is answerable from connected sources today.
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Runs for you
Enable any of these on the Routines page. Defaults run at 06:00 UTC; change the day and time, choose whether actions ask first, and pick email, in-app or both.
SLA stats, breach list, aging tickets, and top support themes.
Delivered by email and in-app notification.
Open escalations with age and customer revenue context.
Delivered by email and in-app notification.
Builder routine: every Monday Marque reviews the support queue for the last 7 days against the 7 before and the quarter to date (tickets created, solved and reopened, median and p90 first reply and full resolution, breaches against the Marque targets in config/sales-routines.json rather than a Zendesk SLA policy, open tickets older than 7 days by priority with the oldest ten listed, backlog by assignee) and mails it to the support lead (review recipients until slaReview.deliverToOwners is on).
Delivered by a thread.
Worked examples
These answers quote real company data, so they are shown to signed-in colleagues only. Sign in to read them.
Boundaries
The rules are code, not prompt. They apply the same way to every seat.