image for site

Optimizing Support Team Organization in Zendesk

Learn how to optimize your support team organization in Zendesk by reviewing group criteria and evaluating agent attributes.

How can I optimize my support team organization in Zendesk?

Optimizing your support team organization in Zendesk involves reviewing your groups and organizations, and understanding the criteria for group membership. Consider the number of agents, their working hours, and how your ticket workflow varies by time or location. Evaluate agent attributes like seniority, product knowledge, and language skills to determine their suitability for different tickets. For more insights, visit the originalZendesk article.


More related questions

How do I set goals for ticket routing in Zendesk?

Setting goals for ticket routing in Zendesk involves identifying your company's priorities and desired outcomes. Before customizing your account, consider your customer's needs, the urgency of different situations, and your overall workflow. Think…

What factors should I consider for automated ticket workflows in Zendesk?

When planning automated ticket workflows in Zendesk, consider your customer's needs, the urgency of different situations, and your entire workflow. Review your triggers, groups, tags, and views to see how they segregate tickets and mark priority….

What are the key considerations for ticket priority in Zendesk?

Key considerations for ticket priority in Zendesk include understanding the attributes that determine a ticket's priority, such as the ticket requester, tags, and language. Consider the business rules you use to prioritize tickets and how these may…

How can I improve ticket routing efficiency in Zendesk?

Improving ticket routing efficiency in Zendesk involves reviewing your current triggers, groups, tags, and views to ensure they effectively segregate tickets and mark priority. Consider the average number of tickets received and the ratio of…

What should I consider about agent workload in Zendesk?

When considering agent workload in Zendesk, evaluate the number of agents, their working hours, and how your ticket workflow varies by time or location. Consider if there are issues with tickets remaining in the queue too long and if SLAs determine…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites