Organizing Tickets & Users in Zendesk - Frequently asked questions
Frequently asked questions
What are Zendesk ticket views and how do they help organize tickets?
Zendesk ticket views are essential tools for organizing tickets throughout their lifecycle. They allow you to create meaningful groupings of tickets based on their properties, helping manage the ticket workflow efficiently. Zendesk provides…
How can I segment agents and their tickets using groups in Zendesk?
In Zendesk, you can segment agents and their tickets using groups, which helps organize your support team by specialty, location, or language. Assigning a ticket to a group allows any agent within that group to take ownership, facilitating…
What is the default group in Zendesk and how can I manage it?
The default group in Zendesk is called 'Support', and it's where you and any new agents are automatically added. This group is essential as a group is required to assign and solve tickets. You can create new groups and manage agent membership…
How can I organize customers using organizations in Zendesk?
In Zendesk, you can organize customers by adding them to organizations, which helps manage your support workflow. Organizations can be used to automate ticket handling, support service level agreements, and control ticket access. You can also…
What are user and organization tags in Zendesk and how are they used?
User and organization tags in Zendesk are additional pieces of information that can be added to profiles to customize your support workflow. Tags can be used to automatically assign or track tickets. For example, a 'premium_support' tag can be…
What are the different user roles in Zendesk Support?
Zendesk Support includes several user roles: customers (or end users), agents, administrators, and the account owner. Customers request assistance, while agents solve tickets. Administrators manage the Zendesk account, and the account owner has…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“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.”
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