Managing Tickets with Views in Zendesk
How can views help manage tickets in Zendesk?
Views in Zendesk are saved searches that help agents prioritize and manage tickets effectively. They are not folders but filtered databases that display tickets based on specific conditions. Properly configured views ensure that agents see relevant tickets and can prioritize them according to business needs. It's important to keep views simple to avoid missing tickets and ensure efficient ticket management.
More related questions
What are triggers in Zendesk and how can they be used?
Triggers in Zendesk are event-based system actions that run when a ticket is created or updated. They can be used to assign tickets, change ticket field values, notify users, and more. Triggers are essential for automating workflows and ensuring…
How do automations differ from triggers in Zendesk?
Automations in Zendesk are time-based actions that run hourly, unlike triggers which are event-based. They are useful for tasks that need to occur after a certain time has passed, such as notifying users or updating ticket fields. While both…
What should I consider when setting up business schedules in Zendesk?
Business schedules in Zendesk help manage workflows by defining working hours and holidays. They are crucial for accurate SLA targets and ensuring actions occur within business hours. When setting up schedules, remember that the first schedule is…
How do SLA policies work in Zendesk?
SLA policies in Zendesk help prioritize tickets by setting service targets like First Reply Time and Requester Wait Time. These policies ensure that tickets are handled within a specified timeframe. However, they require the use of the system…
What are macros in Zendesk and how can they improve productivity?
Macros in Zendesk are agent-activated scripts that perform multiple actions on a ticket simultaneously. They can add comments, update fields, and more, reducing the number of clicks for agents. Macros are customizable and can be assigned to…
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