Creating a view for all intents in Zendesk helps you get a quick overview of what your tickets are about.
To set this up, go to the Admin Center, click on Workspaces in the sidebar, and select Agent tools > Views. Click 'Add view' and enter a name and description for your view. Under 'Tickets must meet all of these conditions to appear in the view', add the condition: Status | Less than | Solved. Choose the columns you want to add, such as Intent and Language, and group by Intent in descending order. Finally, select the ticket field you want to order your view by and click 'Save'. This will show you all non-closed tickets grouped by intent.
Creating a view for a specific intent, like refund requests, allows you to assign it to a dedicated group of agents. In the Admin Center, click Workspaces in the sidebar, then select Agent tools > Views. Click 'Add view' and enter a name and…
Setting up a view for a specific language, such as Spanish, helps assign tickets to the right language support team. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views. Click 'Add view' and enter a name and…
Creating views for specific sentiments, like Negative or Very negative, helps manage tickets requiring special attention. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views. Click 'Add view' and enter a name and…
Creating views for automatically triaged tickets in Zendesk helps streamline ticket management by organizing them based on intent, language, or sentiment. This approach is particularly beneficial for small organizations with fewer agents, allowing…