Agent Efficiency
Preview of the new Agent Home
Agent Home is a new way for your Zendesk agents to interact with tickets and conversations that focusses on work to be done in a nice overview. Read the article to read my first impressions!
Learn how to use Zendesk to increase your agent efficiency by giving them context in the Agent Workspace, boost their reply time with AI and macros and learn how to setup their environment the optimal way.
Agent Efficiency
Agent Home is a new way for your Zendesk agents to interact with tickets and conversations that focusses on work to be done in a nice overview. Read the article to read my first impressions!
Agent Efficiency
In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.
Agent Efficiency
Are you a Zendesk admin struggling with managing organizations and their associated user data? If so, you're not alone. Two common issues that Zendesk admins face are organisations with missing users, or badly mapped users. This article will show you how to fix it.
Agent Efficiency
Imagine a major part of your service breaking down, users can't login and tickets are being created in volume. Agents get overwhelmed by the amount of backlog and customers get frustrated. Zendesk can remedy this by leveraging Pro-Active support and Self Service and Problem/Incidents. Learn how.
Agent Efficiency
Task Manager to snooze tickets in Zendesk via the new Custom Statuses.
Agent Efficiency
Exploring the technical side of Custom Statusses
Agent Efficiency
Not every ticket can be solved with a single reply. Agents often need more information from customers in order to get the full context and reply with an answer. Or, even if all info is there, they need confirmation that their suggestions worked before the ticket can be solved.
Agent Efficiency
Zendesk added a new action for Zendesk Apps that allows for sending messages to customers automatically on behalve of agents. This post contains an example demo app that showcases this new feature.