10 Ways to Improve Zendesk Workflows Using Views
If eyes are the window to the soul, Zendesk views are the window to the help desk.
Views are one of the most helpful features of Zendesk when used properly. They can be used in so many ways to help keep teams running efficiently. Most teams use Views in three distinct ways:
- A group of tickets to work through from top to bottom,
- A dashboard to keep watch on the volume in each queue
- A bucket to keep tickets sorted for future analysis
If you aren’t fanatical about your views yet, we hope you will be by the end of this post. Read on to discover 10 new ways to get the most out of Zendesk views.
Work like a Model T Factory
Mass production was a huge leap forward for productivity because doing the same task over and over again is efficient. The same thing is true for agents working through tickets. By grouping similar tickets together, teams can minimize context switching and maximize efficiency.
To use the Model T trick, identify commonly asked questions – like refunds, cancellations or shipping requests. One agent can log into all the necessary systems and power through these common, easy questions. Tag these tickets using Zendesk Triggers or manual triaging, and set up a view based on that tag.
Assign one agent to the view, and watch your queue numbers shrink.
Keep a birds eye view of the queue
Managers have enough on their plate without micromanaging the queue. But sometimes it’s critical to have an overview of how busy certain teams are. This where views can help teams manage resources and prioritize tickets.
Organizing views so that managers can glance at the view count and see where their attention is needed is important. Consider the following views to help get an overview of volume:
- New, Open and Pending Tickets
- Views sorted by Product
- A view for SLA breaches
Keep an eye on (almost) overdue tickets
Instead of waiting for tickets to breach SLAs, be proactive in working through tickets that are just about to expire. This only requires basic SLAs to be set up in order to be very effective in working through the queue. We recommend setting up a First Reply SLA and a Next Reply SLA for all tickets as a start, but this view works for any amount of complex SLA policies.
Set up a view with “Hours until next SLA breach” set to “less than 1”
Include any other filters necessary. We’ve added one to show only tickets that are assigned to the current user’s group. We’ll make this view available to every agent.
Once you’ve set up the view, agents are empowered to keep track of their own SLAs and divert resources to tickets as needed. When the view contains a lot of tickets, teams can work together to power through the queue.
View tickets created from Slack
If you’ve set up the BubbleIQ Zendesk Slack integration, you can set up a view to display them.
The BubbleIQ integration automatically creates a field called “slack_channel” for all tickets created from the Slack to Zendesk integration.
Learn more about linking Zendesk ticket forms to Slack here.
Create a view for tickets where “slack_channel is present”, and agents will automatically be able to view any tickets that were sent in from Slack. This makes it super easy for any community managers who send a Slack conversation to Zendesk to find the ticket and follow up.
Create a heat sink
Released an unpopular update? It might be advantageous to funnel all of the resulting tickets into one (angry) view. That way, one heroic agent can focus on getting through the tough tickets, and the rest of the team can focus on business as usual.
Brian Covey from the Omni Group gave a great talk at UserConf about how their team managed a really unpopular release (seriously, even Alyssa Milano tweeted about the release) by containing the hate in one view.
Brian Covey – The Omni Group – Portland 2015 from Elevate Support Summit on Vimeo.
Triage tickets as they come in, and tag exceptionally unhappy users with a specific tag for the release. This also helps with reporting after the incident is handled.
Set up a custom inbox
Zendesk will convert any email sent to @yourdomain.zendesk.com to a ticket. It’s a really cool feature that you can use to set up new inboxes on the fly. For example, say you want a custom inbox for a job application. You can have candidates email email@example.com and tag every new ticket with the job ID through a trigger.
Then, set up a view to see all tickets with that tag. A brand new inbox, just like that!
Battle Cherry Picking
Cherry pickers are agents that skip over those tough, sticky tickets at the top of the queue and jump right to the easy, juicy happy tickets. Nicereply explains the trouble with cherry picking on their blog here.
But well organized views are a great way to battle cherry picking. Using the “Play” function, agents should start with the top priority ticket in their view and keep working their way through. This should clear up any confusion about where agents are working.
If you’re still seeing agents skipping through, try installing the Skipper app . It reports on agents who are passing over tickets, pointing out where more training is needed.
A very common feature request is a better way to organize views. Zendesk only shows 12 views by default, which can make it difficult for teams that rely on multiple views for workflows.
Fortunately, the Quickie App for Zendesk is a free App that helps organize and display multiple views. Once installed, views can be categorized using the same shorthand Zendesk uses for dropdown fields (Category::Item)).
Agents can quickly access and search through all their views by hovering over the Quickie app at the top right of the toolbar.
Not enough? Try the Lovely Views App
Still not enough View organization for you? I get it. I, too, have a lot of views.
The Lovely Views app is $1.49/agent/month, but gets you a lot more functionality in your View column. It’s possible to sort views by multiple columns, nest views within categories and displays searches in a neat view format.
So very view-sful!
No matter how you use views, it’s clear they are a pretty useful tool in your Zendesk belt. Did we miss any of your favorites? As always, make sure to leave them below and we might feature you in an upcoming post!
Apps featured in this post:
BubbleIQ – Yep, that’s us! Integrate Zendesk with Slack (Pricing here)
Skipper – Uncover agents that frequently pass over tickets in Play mode and identify training opportunities ($14.99/month)
Quickie – See more views, and keep them categorized for easy sorting (free)
Lovely Views – Expand view functionality with categorization, better searching and easy ticket previews ($1.49/agent/month)