Zendesk is considered a leader amongst customer service software providers for its extensive features. It allows you to track, prioritise, and solve support tickets with ease. There are several creative ways you can leverage this powerful tool to enhance the efficiency of your support team. This article highlights ten business Hacks you can employ when using Zendesk.

1. Use Tags To Organise Your Workflow

You can leverage on tags to organise and manage your support workflow. Tags give you the flexibility to assign and track tickets to various departments. You can further apply tags to distinguish tickets relating to specific products and services.

2. Utilise Zendesk Skill-base Routing

“Hold on while I consult with our technical team.” You must have heard that or said it yourself. Routing eliminates the need for consultation and research. You will be able to set up the system, so tickets are forwarded directly to agents based on their expertise.

3. Create And Update Content With Zendesk Knowledge Capture

Building a knowledge base to help your customers resolve issues themselves can be time-consuming. The Zendesk knowledge capture app provides predesigned templates that can be updated on the go. Your agents can document their experiences without abandoning their standard workflow. It also allows flagging off outdated procedures.

4. Use Triggers To Automate Urgent Actions

The key focus when setting up online customer support is for customers to find what they want when they want it. And triggers allow you to do just that. For instance, if a customer raises an urgent ticket, rather than having it pass through the routine ticketing system, you can use the trigger feature to CC a selected team. Thus anyone who receives the notification and is available at that moment can promptly resolve the issue.

5. Use Shortcuts to fasten workflow

Instead of clicking and clicking to perform a specific task, you can press the shortcut for it. For instance, to open a macro, you can press – Ctrl + Alt + M. To save or update a ticket as pending you can use – Ctrl + Alt + P, and to move to the next ticket – Ctrl + Alt + down.

6. Automated Reminders To Get Agents To Act

There is need to always make sure a customer’s complaint has been resolved before closing a ticket. You can set up automated reminders, which will fire up after a certain number of days to alert the agent on the status of the ticket.

7. Add Multiple languages to Zendesk Support

Zendesk only supports specific languages. However, if a significant number of your client base speaks non-mainstream languages, then you can use the feature to include other languages.

8. Use Macros for Better Escalation

You can use Macros to make part of your workflow hands-off. You can update ticket property, send reminders to customers that aren’t responding, and send answers with automated responses in just a few clicks.

9. Use Internal notes to update ticket status

Tickets are transferred from one support rep to another, and adding notes to each ticket ensures a smooth follow-up. The notes provide additional info about the issue and the steps taken so far. This will save time and ensure problems are quickly resolved.

10. Group Similar Incidents

In a situation where your support team receives multiple tickets about a single problem. They can link all the tickets together and send updates about the resolution at once instead of individually until the issue is solved. This can come handy in a situation when there’s a failure in your system.

The focus in setting up your customer help should be to ensure they find information quickly.