Organizations and groups help organize users and agents in your Zendesk Support account, making it easier to manage workflows and support requests.
In a B2E business, organizations can be used to escalate tickets, support service-level agreements, and provide support by expertise or location. For example, you might create organizations based on departments or geographic areas to route requests to local IT analysts. Groups can be formed based on common IT request types, such as software or urgent care, to streamline ticket handling and improve efficiency.
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, helping you and your team plan accordingly. For instance, if your IT support…
Ticket fields provide essential data that agents need to solve problems efficiently. Understanding the types of ticket fields and their permissions is crucial for effective use. In a B2E setting, having the right ticket fields can reduce resolution…
Business rules, such as triggers and automations, help process tickets intelligently, reducing redundant work and saving agents' time. In a B2E business, these rules can route new requests to the right team, send notifications, and escalate tickets…
Macros are predefined actions that agents can apply to tickets with a single click, providing consistent responses quickly. In a B2E environment, macros can direct employees to help center articles, request additional information, or manage high…
A help center provides a platform for employees to find information without needing to raise a support ticket, improving self-service. By setting up a help center, you can create FAQs and articles on common issues, reducing the need for direct…
Apps and integrations, like Slack and Attachment Manager, improve productivity and communication in B2E support. For example, the Slack integration allows interaction with support tickets directly in Slack channels, facilitating quick communication…
Web Widget (Classic) is an embedded web application that provides access to help center articles and support channels. By using Web Widget (Classic), employees can self-serve by searching for help center articles or easily contact support agents….
Support addresses allow users to submit tickets via email, routing them directly to the appropriate agents or groups. In a B2E business, creating multiple support addresses based on tasks, departments, or locations can help organize and direct…