Boost Agent Productivity with Zendesk Business Rules
How can business rules improve agent productivity in Zendesk?
Business rules, such as triggers and automations, can significantly enhance agent productivity by reducing repetitive tasks. Triggers are event-based and run immediately after a ticket is created or updated, while automations are time-based and run on a regular schedule.
For instance, you can set up triggers to automatically assign tickets to specific agents or teams based on the channel or ticket content, eliminating manual assignment errors. Automations can notify teams about unassigned tickets or escalate important ones, ensuring timely responses. By configuring these rules, agents can focus on more critical tasks, ultimately saving time and energy. For more details, check out theoriginal link.
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