Setting Up Shortcuts & Departments - Frequently asked questions
Frequently asked questions
How can I use shortcuts to improve chat efficiency in Zendesk?
Shortcuts in Zendesk are pre-defined responses that help agents save time and ensure consistency in their answers. By using shortcuts, agents can quickly respond to common questions without repetitive typing. This not only speeds up response times…
What are departments in Zendesk Chat and how do they work?
Departments in Zendesk Chat are groups of support agents that help route chats to the right team. By organizing agents into departments, you can ensure that customer inquiries are directed to the most appropriate team, improving response times and…
How can I transfer chats between agents in Zendesk?
Transferring chats in Zendesk allows agents to collaborate and ensure customers receive the best possible support. Agents have two options when transferring chats: 'Transfer and Leave' or 'Invite'. With 'Transfer and Leave', the chat is routed to…
How can I route chats based on product lines in Zendesk?
Routing chats based on product lines in Zendesk ensures that customers are connected with the right product experts. By setting up departments aligned with your product lines, you can automatically direct customers to the appropriate team before…
Can I evaluate the efficiency of shortcuts in Zendesk?
Currently, Zendesk does not provide a native way to track the usage of shortcuts in chat conversations. However, you can use a workaround by adding 'Tags' to your shortcuts. This allows you to track how often each shortcut is used by utilizing…
How can I create a personalized greeting in Zendesk Chat?
Creating a personalized greeting in Zendesk Chat can enhance the customer experience by making interactions feel more tailored and engaging. You can customize greetings to include the customer's name and reference their activity on your Help…
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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.”
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
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