Enhance Productivity with Zendesk Apps
What role do Zendesk apps play in enhancing agent productivity?
Zendesk apps extend the platform's functionality, offering additional tools to enhance agent productivity. These apps can be easily installed from the Zendesk Marketplace or custom-built for specific needs.
A notable example is the free Time Tracking app, which records the time agents spend on each ticket. This data helps manage team performance and optimize workflows by identifying time-consuming tickets. Apps like these can significantly reduce the time spent on each ticket, as evidenced by Groupon's experience, where agents saved about 40% of time per ticket.
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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…
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How can you measure agent productivity in Zendesk?
Measuring agent productivity in Zendesk is crucial for optimizing workflows and making informed decisions. Key metrics include tickets per agent by day/week/month, tickets per agent per channel, and time tracking metrics. Tracking these metrics…
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