One of the key features of Zendesk is its ability to create and customize views, which are essentially filters that allow you to sort and organize your tickets based on specific criteria. In this blog post, we’ll take a closer look at Zendesk views and how they can be used to improve your customer support operations.
What are Zendesk views?
Zendesk views are custom filters that allow you to sort and organize your tickets based on specific criteria. With views, you can quickly find the tickets that need your attention, prioritize tasks, and stay on top of your support operations. Views can be created based on a variety of factors such as ticket status, tags, priority, assignee, and more.
Why use Zendesk views?
Views offer several benefits to businesses that use Zendesk. Here are some of the key advantages of using views:
- Improved productivity: Views allow you to quickly find the tickets that need your attention, reducing the time you spend searching for tickets and increasing your productivity.
- Prioritization: With views, you can prioritize your tasks based on the urgency of the ticket or the customer’s needs. This allows you to focus on the most important tickets first, improving your response times and customer satisfaction.
- Customization: Zendesk views can be customized to fit your specific needs. You can create views based on the criteria that matter most to your business, ensuring that you’re able to find the tickets that are most relevant to your team.
- Collaboration: Views can be shared with team members, allowing everyone to see the tickets that are relevant to them. This improves collaboration and ensures that everyone is on the same page.
Once you’ve created a view, you can start using it to manage your support operations. Here are some tips for using Zendesk views:
- Prioritize your tickets: Use views to prioritize your tickets based on their urgency or the customer’s needs. This will help you respond to critical issues more quickly and improve your customer satisfaction.
- Customize your views: Experiment with different view settings to find the setup that works best for your team. You can add or remove columns, change the order of the tickets, and set up conditions or triggers to further customize your views.
- Share views with your team: Views can be shared with team members, allowing everyone to see the tickets that are most relevant to them. This improves collaboration and ensures that everyone is on the same page.
- Automate your views: Use Zendesk triggers to automatically route tickets to specific views based on certain criteria. This can help you streamline your support operations and ensure that tickets are handled by the right team members.
Zendesk views are a powerful tool that can help businesses manage their support operations more efficiently. By creating custom filters based on specific criteria, businesses can prioritize their tickets, improve productivity, and ensure that everyone is on the same page. With a little experimentation and customization, Zendesk views can become an invaluable tool for your customer support operations.