How should support tickets be grouped, filtered, and displayed in Zendesk so that agents can work faster and more easily?
What are the best practices for organizing tickets and views to improve agent efficiency?
Group tickets by agent role and specialization so each team only sees relevant work.
Create simple views filtered by status, priority, and SLA risk to highlight what needs action first.
Use custom fields and tags to organize tickets by product or issue type.
Keep the number of views small and consistent to avoid clutter.
Combine views with macros and Agent Workspace to reduce clicks and speed up handling.
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To help agents work faster and more easily in Zendesk, it’s best to customize ticket views by filtering and grouping tickets based on status, priority, SLA, agent roles, and specific attributes like product or issue type using tags and custom fields. Organizing views to match team specializations ensures agents focus on relevant tickets, while including priority and SLA indicators aids efficient triaging. Combining these views with macros and utilizing the Zendesk Agent Workspace further streamlines workflows. Regularly reviewing and refining views ensures they stay aligned with evolving support needs, ultimately reducing agent workload and speeding up resolutions.