Boosting team productivity

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<p id="docs-hc-snippet" style="display: none;">As a Zendesk admin, it's your job to ensure the success of your customer support team. In this article, you'll learn about some great Zendesk capabilities that can help you and your agents work more efficiently, be more productive, and consequently make your customers happy.</p>
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<p id="docs-ai-summary-content">Boost your team's productivity by organizing tickets with views and groups, routing them with skills-based and omnichannel methods, and using macros and AI tools for efficient workflows. Enhance collaboration with CCs, followers, and side conversations, and extend functionality with marketplace apps. Monitor progress with reporting tools to ensure continuous improvement and agent satisfaction.</p>
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<div class="body">
<p class="p">As a Zendesk admin, it's your job to ensure the success of your customer support team. In this
article, you'll learn about some great Zendesk capabilities that can help you and your
agents work more efficiently, be more productive, and consequently make your customers
happy.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="move_me_boost_productivity__ul_lgc_tqc_v3b">
<li class="li"><a class="xref" href="#topic_kxq_jqc_v3b">Helping your agents focus on the right tickets</a></li>
<li class="li"><a class="xref" href="#topic_ix2_tzd_v3b">Helping your agents to understand your customers</a></li>
<li class="li"><a class="xref" href="#topic_zzy_jqc_v3b">Optimizing the ticket handling workflow for agents</a></li>
<li class="li"><a class="xref" href="#topic_qnz_jqc_v3b">Encouraging collaboration among your agents</a></li>
<li class="li"><a class="xref" href="#topic_e1c_dfj_x3b">Enabling agents to easily share knowledge</a></li>
<li class="li"><a class="xref" href="#topic_cyz_jqc_v3b">Extending functionality for your agents</a></li>
<li class="li"><a class="xref" href="#topic_ts1_kqc_v3b">Monitoring your progress</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kxq_jqc_v3b">
<h2 class="title topictitle2" id="ariaid-title2">Helping your agents focus on the right tickets</h2>
<div class="body">
<p class="p">A key way for you to improve your agents handling of tickets is to make sure tickets
are well-organized and easy to find. This will help you get tickets to the right
agent as quickly as possible. Additionally, several ticket routing features help you
to assign tickets to the agent best suited to work on them.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_pyz_mq4_vyb">
<h3 class="title topictitle3" id="ariaid-title3">Views</h3>
<div class="body">
<p class="p"><em class="ph i">Views</em> display tickets in logical buckets based on rules you create. For
example, you can add a view for tickets from high-priority customers or a view
for tickets that are about to exceed SLA policies. Agents can also create their
own personal views for tickets they want to track. </p>
<p class="p">Using views can help you quickly determine which tickets need attention from you
or your team and plan accordingly.</p>
<p class="p"><img alt="Support views example" class="image img-screenshot" id="topic_pyz_mq4_vyb__image_pc5_bb2_v3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_boost_productivity_1.png"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Using views to manage ticket
workflows</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lv1_nq4_vyb">
<h3 class="title topictitle3" id="ariaid-title4">Groups</h3>
<div class="body">
<p class="p">Groups are used to create collections of agents based on criteria those agents
have in common. All agents must belong to one group, but they can also belong to
multiple groups.</p>
<p class="p">Groups can work closely with views. The example below shows a view for the
<em class="ph i">Documentation</em> group. This contains only tickets assigned to members
of the Documentation group, and only members of that group can see it.</p>
<p class="p"><img class="image img-screenshot" id="topic_lv1_nq4_vyb__image_jln_31j_x3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_boost_productivity_4.png"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Creating groups</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_apb_nq4_vyb">
<h3 class="title topictitle3" id="ariaid-title5">Ticket routing</h3>
<div class="body">
<p class="p">Zendesk Suite features several ways of getting tickets to the right person to
work on them.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_xb3_nq4_vyb">
<h4 class="title topictitle4" id="ariaid-title6">Skills-based routing</h4>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826" target="_blank">Skills-based routing</a> lets you
define skills (for example, languages, locations, or technical knowledge)
that you apply to users. When a ticket comes in, you can define what skills
it needs. The ticket is then automatically assigned to the right agent.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_jw3_nq4_vyb">
<h4 class="title topictitle4" id="ariaid-title7">Omnichannel routing</h4>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">Omnichanel routing</a> saves you time
by automatically assigning tickets from many sources to agents based on
their availability, capacity, and with Professional plans and above, the
ticket's priority. Agents no longer have to spend time looking for tickets
to work on as they are automatically assigned. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770" target="_blank">Capacity rules</a> ensure that tickets
are assigned evenly between agents.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_mpj_nq4_vyb">
<h4 class="title topictitle4" id="ariaid-title8">Guided mode</h4>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825479066" target="_blank">Guided mode</a>, available on
Enterprise plans ensures that tickets are addressed in the appropriate
order. It's a custom role option that requires agents to work through
tickets using a <strong class="ph b">Play</strong> button.</p>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_ix2_tzd_v3b">
<h2 class="title topictitle2" id="ariaid-title9">Helping your agents to understand your customers</h2>
<div class="body">
<p class="p">Having convenient access to information about your customers helps your agents
provide faster, more efficient, and more personal service. Every ticket contains a
<em class="ph i">customer context</em> menu that gives you an at-a-glance overview of your
customer and their recent ticket activity. The at-a-glance menu is known as the user
essentials card and contains basic information including the customer name, time
zone, preferred language, and more.</p>
<p class="p">If you're on a Professional plan or above, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5768595554714" target="_blank">configure additional information in the context panel</a>,
such as custom fields, birthdays, and more.</p>
<p class="p">It's a great way to find out more about your customer and to see their recent
interactions. Agents can additionally add notes about the customer that other agents
can see.</p>
<p class="p">Agents can toggle this view from the ticket properties menu. It's a good idea to
educate agents about this feature in your agent training and onboarding.</p>
<p class="p"><img alt="customer context menu" class="image img-screenshot" id="topic_ix2_tzd_v3b__image_hw4_xb2_v3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_boost_productivity_2.png"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" target="_blank">Viewing customer context in a ticket</a>.</p>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_est_lmz_x3c">
<h3 class="title topictitle3" id="ariaid-title10">Using AI-generated ticket summaries</h3>
<div class="body">
<p class="p">If you're on a Suite or Support Professional plan or above, your agents can
quickly understand a customer's journey with an AI-generated ticket summary.
Ticket summarization uses AI to recap all public comments and internal notes
added to a ticket so far. </p>
<p class="p"><img class="image img-screenshot" id="topic_est_lmz_x3c__image_owj_r34_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_view.png" width="600"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634" target="_blank">Summarizing ticket comments using generative
AI</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_zzy_jqc_v3b">
<h2 class="title topictitle2" id="ariaid-title11">Optimizing the ticket handling workflow for agents</h2>
<div class="body">
<p class="p">As your agents work with tickets, you'll begin to see repetitive processes that
agents take again and again. For example, if a customer requests warranty
information, you'll want to send out the same information every time. </p>
<p class="p">To save time performing operations like this, your agents can use <a class="xref" href="#topic_tbc_bl5_m3c">macros</a> and <a class="xref" href="#topic_k1s_2l5_m3c">generative AI writing tools</a>.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're using Suite Enterprise, you might benefit from
<em class="ph i">contextual workspaces</em> which can automatically present a ticket
workspace containing only the fields, macros, and apps an agent needs based on
conditions you specify such as the agent group or the organization name. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906" target="_blank">Setting up contextual
workspaces</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_tbc_bl5_m3c">
<h3 class="title topictitle3" id="ariaid-title12">Using macros</h3>
<div class="body">
<p class="p">Macros can perform a range of different actions on tickets including:</p>
<ul class="ul" id="topic_tbc_bl5_m3c__ul_qrp_wyy_4jb">
<li class="li">Add comment text</li>
<li class="li">Change the assignee</li>
<li class="li">CC other people on the tickets</li>
<li class="li">Add attachments</li>
</ul>
<p class="p">For example, you can create a macro to use when customers ask for warranty
information about your product that takes the following actions on the
ticket:</p>
<ol class="ol" id="topic_tbc_bl5_m3c__ol_mtb_xzy_4jb">
<li class="li">Sets the <strong class="ph b">About</strong> field to <strong class="ph b">Warranty</strong>.</li>
<li class="li">Adds the tag <strong class="ph b">Warranty question</strong>.</li>
<li class="li">Adds your standard company warranty text to the ticket comments.</li>
<li class="li">Solves the ticket.</li>
</ol>
<p class="p">In addition to saving time, this also ensures that actions you take on a ticket
and messages you send to customers in ticket comments are standardised. To
personalize messages, you can use <em class="ph i">placeholders</em>. When the macro is run,
placeholders are replaced by fields from the ticket, for example, the customer
name.</p>
<p class="p">To perform the process, the agent selects the macro from the ticket. . </p>
<p class="p"><img alt="customer context menu" class="image img-screenshot" id="topic_tbc_bl5_m3c__image_zxr_v1z_4jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_boost_productivity_3.png"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602" target="_blank">Using macros to update tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_k1s_2l5_m3c">
<h3 class="title topictitle3" id="ariaid-title13">Using generative AI writing tools</h3>
<div class="body">
<p class="p">If you're on a Suite or Support Professional plan or above, your agents can
further optimize these workflows by using generative AI writing tools. These
tools help agents refine their comments or macro text to ensure it hits the
right tone and clarity for each specific customer.</p>
<p class="p">Writing tools can help agents improve the content of their ticket comments and
macro content in different ways:</p>
<ul class="ul" id="topic_k1s_2l5_m3c__ul_dbt_gl5_m3c">
<li class="li">
<strong class="ph b">Expand</strong>: Rephrases the content with additional language. For example,
changing <em class="ph i">"Sorry, damage happened in shipping. Replacement sent"</em> to a
more complete message.</li>
<li class="li">
<strong class="ph b">Simplify</strong>: Rephrases the content to be more concise and focus on the
main idea.</li>
<li class="li">
<strong class="ph b">Adjust tone</strong>: Changes the tone of content to be more <strong class="ph b">Friendly</strong>
or more <strong class="ph b">Formal</strong>.</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> These tools are available on a limited, monthly basis for Professional plans
and above (5 uses per agent, pooled across your team). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050" target="_blank">Managing limited Copilot usage</a> to
monitor your account's usage. For unlimited access, you can upgrade to the full
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026#topic_l3r_rrt_yhc" target="_blank">Zendesk Copilot add-on.</a>
</div>
<p class="p">See <a class="xref" href="https://www.google.com/search?q=https://support.zendesk.com/hc/en-us/articles/5608712782362" target="_blank">Enhancing ticket comments using generative
AI</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9882403344410" target="_blank">Enhancing macro content using generative
AI</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_qnz_jqc_v3b">
<h2 class="title topictitle2" id="ariaid-title14">Encouraging collaboration among your agents</h2>
<div class="body">
<p class="p">Zendesk offers solutions to help your agents collaborate and share knowledge. This
can be as simple as making detailed comments on tickets and holding meetings
regularly. </p>
<ul class="ul" id="topic_qnz_jqc_v3b__ul_l4m_lcz_4jb">
<li class="li">
<strong class="ph b">CCs</strong> lets you include end users and agents on ticket notifications.
Internal and external users can add CCs to tickets. CCs can respond to ticket
notifications publicly, or they can remove the requester from the notification
to submit a private response.</li>
<li class="li">
<strong class="ph b">Followers</strong> lets you to include additional internal users (agents or
administrators) on ticket notifications. Internal users can add followers to
tickets.</li>
<li class="li">
<strong class="ph b">@mentions</strong> lets agents and admins to add other agents to the tickets by
typing <strong class="ph b">@</strong> and the agents name. The agent is added to the ticket as a
CC.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" target="_blank">Using CCs and followers</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4928739064986" target="_blank">Using @mentions</a>.</p>
<ul class="ul" id="topic_qnz_jqc_v3b__ul_hvs_vp4_vyb">
<li class="li">Turn on <em class="ph i">side conversations</em> which lets agents quickly contact people who
are not in the agent's support team or from another company and might not have
access to your tickets (like Finance, Purchasing, third-party Vendors, etc.).
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">Using side conversations in
tickets</a>.</li>
<li class="li">Create <em class="ph i">Light Agents</em>, internal staff who have limited permissions but can
leave internal comments on tickets and provide other input. For example, an
engineer might want to view ticket information to identify issues, but does not
need permissions to update tickets or reply to customers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding and setting light agent
permissions</a>.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested1" id="topic_e1c_dfj_x3b">
<h2 class="title topictitle2" id="ariaid-title15">Enabling agents to easily share knowledge</h2>
<div class="body">
<p class="p">If you're using a help center, agents can access it using the knowledge section in
the context panel (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826700570" target="_blank">Searching for content in the knowledge section</a>). They
can do this without leaving the ticket.</p>
<p class="p"><img class="image img-screenshot" id="topic_e1c_dfj_x3b__image_fdm_tqp_vyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-knowledge-context-panel.jpg" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested1" id="topic_cyz_jqc_v3b">
<h2 class="title topictitle2" id="ariaid-title16">Extending functionality for your agents</h2>
<div class="body">
<p class="p">As your experience increases, you might find that you want to extend the capabilities
of the product or integrate information from another business tool into your ticket
workflow.</p>
<p class="p">The <a class="xref" href="https://www.zendesk.com/apps/" target="_blank">Zendesk
Marketplace</a> contains hundreds of apps written by Zendesk and companies
who use Zendesk that provide a wide range of product integrations and
enhancements.</p>
<p class="p"><img class="image img-screenshot" id="topic_cyz_jqc_v3b__image_myx_m42_v3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/app_marketplace_new.png" width="850"></p>
<div class="p">Here are some app suggestions to get you started:<ul class="ul" id="topic_cyz_jqc_v3b__ul_hz1_lpg_w3b">
<li class="li">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/972305/slack/" target="_blank">Slack app</a> lets you:<ul class="ul" id="topic_cyz_jqc_v3b__ul_af4_xpg_w3b">
<li class="li">View ticket notifications in Slack channels</li>
<li class="li">Create new tickets in Zendesk from within Slack</li>
<li class="li">Comment on existing ticket from within Slack</li>
</ul>
</li>
<li class="li">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/10/salesforce/" target="_blank">Salesforce app</a> lets you import CRM
data, including custom objects, so your support team can see a complete
Salesforce customer profile next to a live ticket in Zendesk.</li>
<li class="li">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/6536/user-data/" target="_blank">User data app</a> provides your agents
with a complete picture of the customer right from the ticket to provide the
best and personalized support.</li>
<li class="li">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/" target="_blank">Time Tracking app</a> helps you to
track the time agents spend working on tickets. You can use this information
to create detailed reports using Explore Professional.</li>
<li class="li">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/5131/show-related-tickets/" target="_blank">Show Related Tickets app</a> analyzes
your ticket subject and shows you other tickets with matching terms. This
can help you discover multiple incidents with the same issue and link the
incident tickets together.</li>
</ul>
</div>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you can't find the app you want, you can create your own app with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9034700691866" target="_blank">App Builder</a>. See <a class="xref" href="https://developer.zendesk.com/apps" target="_blank">Getting started with Apps</a> in the Zendesk developer
documentation.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested1" id="topic_ts1_kqc_v3b">
<h2 class="title topictitle2" id="ariaid-title17">Monitoring your progress</h2>
<div class="body">
<div class="p">A major part of maintaining an efficient and productive team is to continuously
monitor performance and make adjustments when necessary. All suite plans feature
Zendesk Explore, our reporting and analytics software. Depending on which plan you
have, you gain access to the following features:<ul class="ul" id="topic_ts1_kqc_v3b__ul_scb_vw4_vyb">
<li class="li">
<strong class="ph b">Suite Team and Growth plans</strong> feature <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846844826" target="_blank">prebuilt reporting dashboards</a> for
most suite features.</li>
<li class="li">
<strong class="ph b">Suite Professional plans and above</strong> let you <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298911258" target="_blank">create your own reports</a> in
addition to the prebuilt dashboards.</li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_ts1_kqc_v3b__image_ubs_4p2_v3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore-support-dashboard.png" width="850"></p>
<p class="p">Key metrics you should be measuring include how fast agents respond to tickets, how
often a ticket is passed between agents before it's solved (known as
<em class="ph i">touches</em>), and the number of tickets solved and unsolved at the end of the
day.</p>
<p class="p">For details about how you can use Explore and the business information it gives you
to improve your support, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832234394" target="_blank">Analyzing the metrics that matter to improve customer
support</a>.</p>
<p class="p">Don't forget to check in with your agents regularly. Are they happy with your
processes? Do they have input that could make things more efficient? </p>
</div>
</div>
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