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How we use Zendesk and its advanced features

In this post, we’ll go through some of Zendesk’s most essential features that StaffCloud.net agents use on a regular basis.

Zendesk Views

StaffCloud.net utilizes Zendesk’s ‘Views’ feature to group tickets into lists based on ticket and user information. The Views mechanism is used to manage workflow by requiring agents to tackle issues in one view first, then others in a specific order.

For example, you may look at how many tickets are still open in the queue and which agent has few tickets so that he may be given more

Macros

Creating Macros in Zendesk for support requests that may be addressed with a single, standardized response or activity is straightforward and efficient. This eliminates the need for customer support personnel to respond to numerous customers with identical complaints.

There are two types: Personal macros that are created by an individual user and Shared Macros that are created by an administrator shared with other users.

Play Mode

When agents are viewing a ticket in ‘Play mode,’ they press the ‘Play’ button to display the first ticket in the view. The next ticket in the view automatically opens after agents have submitted their changes to it.

Play Mode comes in handy when all agents have a common queue as it prevents them from picking the most simple tickets or those with which they’re most comfortable.

The other way to utilize the Play Mode is when an agent works on his own queue he can go through the queue quickly and identify the tickets that can be cleared off fast then move back to the ones that may take time. This is quicker than hovering over each and every ticket to preview the ticket issue/message.

Dashboard

We use Dashboard to check open tickets, weekly ticket statistics, and satisfaction statistics for the last 60 days. The Dashboard is where we keep track of all of our tickets. We can also use it to quickly examine the tickets that received positive feedback and those that had negative comments. It aids in the improvement of our work by analyzing past mistakes.

A glimpse at Ticket fields

1) Public Reply box: Here we type a personalized email to the customer or utilize a prewritten response. The ‘Public Reply’ option is the box for an agent to draft the email to be sent to the consumer. The ‘Internal Note’ box is for agents to add any notes for themselves or other agents as a reference for the future.

2) Apply Macros: Predefined responses can be applied to the ticket based on the situation or query type.

3) Tags: Tags are words or phrases that we employ to provide additional information on tickets and topics. Adding tags to the tickets allows us to categorize the tickets based on the query type or the process we are following. Tags help us to create a certain ‘View’ based on it if needed. Tagging a ticket can be done manually or by adding tags to the macros. Upon applying the macro, tags get added to the ticket automatically.

4) OPS Ticket Type: Setting up Operation Ticket Types enables us to sort or filter the tickets in any View especially when we work on Open tickets it helps us to identify & resolve the ones with high or urgent priority first.

5) Link Tickets: It’s a very important feature of Zendesk, which allows us to link two or more relevant tickets together for future reference to save time hunting through the other one.

Order Tracking

For any Order tracking inquiry from the customer. For example, we can initiate an investigation with UPS by raising a ticket via Zendesk.

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