Help Agents Focus on Right Tickets in Zendesk
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 helps you quickly identify which tickets need attention.
Additionally, groups can be used to create collections of agents based on shared criteria. This ensures that tickets are assigned to the right agents efficiently. For more details, check out the originalZendesk article.
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