Optimizing Zendesk for Multi-Channel Support
How can I optimize Zendesk Agent Workspace for multi-channel support?
To optimize Zendesk Agent Workspace for multi-channel support, configure all necessary communication channels like email, messaging, and voice within the same ticket interface. This allows agents to handle tickets without switching between different dashboards.
Additionally, set up omnichannel routing to ensure tickets are directed to the right agents based on availability and priority. Implement AI agents to deflect common questions and enhance productivity. For more details, check out theoriginal guide.
More related questions
What are the best practices for customizing the ticket interface in Zendesk Agent Workspace?
Customizing the ticket interface in Zendesk Agent Workspace involves creating custom ticket statuses and contextual workspaces to streamline workflows. This helps agents focus on relevant information and tools needed for specific tasks. You can…
How can I extend my data set to optimize ticket content in Zendesk?
To extend your data set and optimize ticket content in Zendesk, use custom objects to integrate external system data into tickets. This allows agents to access all necessary information without leaving the Zendesk interface. Custom objects enhance…
How can I train my agents to optimize their performance in Zendesk Agent Workspace?
Training agents to optimize their performance in Zendesk Agent Workspace involves familiarizing them with the interface and its features. Share basic information about the workspace and highlight new functionalities if migrating from a standard…
What AI features are available in Zendesk Agent Workspace?
Zendesk Agent Workspace offers various AI features to enhance service experiences, such as intelligent triage, suggested macros, ticket summaries, and comment expansion. These tools help agents manage tickets more efficiently by automating routine…
How can I configure the user essentials card in Zendesk Agent Workspace?
In Zendesk Agent Workspace, the user essentials card can be configured to display relevant information about the ticket requester. You can add, remove, and reorder standard and custom user fields to tailor the card to your needs. This customization…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
