Enhance Agent Collaboration with Zendesk Tools
What tools does Zendesk offer for agent collaboration?
Zendesk provides several tools to enhance agent collaboration, such as CCs, followers, and @mentions. These features allow agents to include others in ticket notifications and discussions, facilitating better teamwork.
Additionally, side conversations enable agents to communicate with people outside the support team, like finance or third-party vendors, without leaving the ticket. Light Agents can also participate by leaving internal comments. These tools help create a collaborative environment for efficient problem-solving.
More related questions
How can I help my agents focus on the right tickets in Zendesk?
To help your agents focus on the right tickets, you can organize tickets using views and groups. Views allow you to display tickets in logical buckets based on rules you create, such as high-priority customers or tickets nearing SLA breaches. This…
What is skills-based routing in Zendesk?
Skills-based routing in Zendesk allows you to define specific skills for agents, such as languages or technical knowledge, and automatically assign tickets to agents with the required skills. This ensures that tickets are handled by the most…
How does omnichannel routing work in Zendesk?
Omnichannel routing in Zendesk automatically assigns tickets from various sources to agents based on their availability and capacity. This feature, available on Professional plans and above, also considers ticket priority, ensuring that tickets are…
How can I optimize ticket handling workflow with macros in Zendesk?
Macros in Zendesk can significantly optimize ticket handling by automating repetitive tasks. They allow you to perform multiple actions on a ticket with a single click, such as adding comment text, changing the assignee, or adding attachments. For…
How can agents share knowledge effectively in Zendesk?
Agents can share knowledge effectively in Zendesk by utilizing the help center and the Knowledge Capture app. These tools allow agents to access and share information without leaving the ticket, ensuring they have the resources needed to assist…
How can I extend Zendesk's functionality with apps?
You can extend Zendesk's functionality by integrating apps from the Zendesk Marketplace. These apps offer a variety of enhancements, such as the Slack app for ticket notifications, the Salesforce app for CRM data integration, and the Time Tracking…
How can I monitor my team's progress in Zendesk?
Monitoring your team's progress in Zendesk is crucial for maintaining productivity. Zendesk Explore, available on all suite plans, offers reporting and analytics tools to track key metrics like response times, ticket touches, and resolution rates….
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