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Fine Tuning: Agent productivity

Published January 29, 2015
Last modified January 29, 2015

Is your ticket volume growing, causing your support agents to stress about staying ahead of the game? Today is your day! We’re hosting a discussion in our forums today focused on increasing agent productivity, while creating the best experience for your customers.

[Update: While the live discussion is over, you can still learn from the posted tips and comments about agent productivity that were shared that day.]

Throughout the day, I’ll post suggestions and best practices to improve the agent experience and increase agent efficiency. But this is a two-way street—I welcome your tips and ideas on how you have made an impact on your agents’ productivity, so please share those in the comments!

The discussion is already underway; we kicked it off with best practices on triggers, automations, macros, and keyboard shortcuts, including tips for how to:

  • Automatically assign tickets by text or ticket field
  • Notify a team when a new ticket remains unassigned for a certain number of hours by using the 'Hours since created' condition
  • Create macros to shed seconds off each ticket
  • Use keyboard shortcuts to take action on a ticket without taking your hand off the keyboard

Head over to the forums to join the conversation

This discussion continues our Fine Tuning series: a monthly discussion in our forums about a specific topic. Hosted by a member of the Zendesk Customer Success team, each day-long discussion includes Zendesk-posted content, as well as tips and ideas from our customer community.

The next Fine Tuning is scheduled for February 26. Mark your calendar!