Role of a Queue Manager in Zendesk
What is the role of a Queue Manager in Zendesk?
A Queue Manager in Zendesk is responsible for handling the main ticket queue, assigning tickets to agents or groups, and monitoring trends. They ensure that tickets are assigned based on agent expertise and can redirect tickets requiring specialized attention to the appropriate teams.
More related questions
How can I manage smaller ticket queues in Zendesk?
For smaller ticket queues, you can separate tickets by product type. This can be done by adding a custom drop-down field to your ticket submission form or by using product-specific support email addresses. By tagging tickets based on these methods,…
What are the options for managing larger ticket queues in Zendesk?
For larger ticket queues, consider appointing a Queue Manager to handle ticket assignments and monitor trends. This role can help ensure tickets are assigned to the right agents based on their expertise. Additionally, predefined roles and groups…
How can I use custom fields to manage ticket queues in Zendesk?
Custom fields can be added to your ticket submission form to help categorize tickets by product type. This allows you to tag tickets and create custom views for better organization. By setting up these fields, you can streamline your ticket…
Can I use email addresses to route tickets in Zendesk?
Yes, you can use product-specific email addresses to route tickets in Zendesk. By directing customers to different email addresses based on their product inquiries, you can automatically tag and organize tickets. This method helps in creating…
How can I create custom views in Zendesk?
Custom views in Zendesk can be created by setting conditions based on tags or custom fields. This allows you to organize tickets by product type or other criteria, making it easier to manage and assign tickets to the right agents or groups.
Is there a way to auto-assign tickets in Zendesk?
While Zendesk does not support automatic ticket assignment within a group, you can use omnichannel routing to distribute tickets more evenly among agents. This feature helps in managing ticket volume and ensures a smoother workflow.
How can I manage high ticket volumes in Zendesk?
Managing high ticket volumes in Zendesk can be achieved by using predefined roles, creating specialized agent groups, and leveraging tools like omnichannel routing. These strategies help distribute workload efficiently and ensure tickets are…
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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?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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