Views help organize your tickets by grouping them into lists based on specific criteria. This organization allows you to easily determine which tickets need attention and plan your team's workload accordingly. For example, you can configure views to display open tickets for a specific software product assigned to a particular group, making it easier to manage and prioritize support requests.Learn more about creating views.
Organizations and groups help organize people in your Zendesk Support account, allowing you to escalate tickets, support SLAs, and provide expertise-based support. By creating organizations for each client and groups for different departments, you…
Ticket fields provide essential data for agents to solve problems efficiently. By customizing ticket fields and forms, you can gather necessary information upfront, reducing resolution times and improving customer satisfaction. For instance, using…
Business rules, such as triggers and automations, help automate responses and notifications in your B2B support. They can automatically reply to customers, update ticket priorities, and send reminders, ensuring efficient ticket management. For…
Macros are predefined actions that agents can apply to tickets with a single click, providing consistent responses and saving time. In a B2B context, macros can direct customers to help center articles, request additional information, or manage…
A help center provides a self-service platform for customers to find information, reducing the need for support tickets. By creating articles on common issues and FAQs, you empower customers to resolve problems independently. This not only improves…
Apps and integrations in the Zendesk Marketplace allow B2B companies to customize their support platform. Tools like the SLA Event Tracker and Jira integration enhance collaboration and efficiency by providing visibility into ticket progress and…
The Web Widget (Classic) is an embedded web application that provides customers access to your help center and support channels. It encourages self-service by suggesting help center articles and offers easy access to support forms and chat options….
Support addresses allow users to submit tickets via email, which can be routed to specific agents or groups based on the address used. By creating multiple support addresses, you can organize and direct requests efficiently, ensuring that tickets…