Optimizing Support Team Organization in Zendesk
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…
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