Article | 2 min read

Building your Zendesk workflow brick-by-brick

By Don Newton

Last updated September 22, 2016

Building your Zendesk is a lot like building with LEGOs. Like those wonderful plastic building blocks, Zendesk is modular and each component is made to work in harmony with the others, so you can create the strongest spaceship—or ticketing system—that you can imagine.

In today’s Fine Tuning discussion in the Zendesk support forums, I’ll walk through some key features, or building blocks, of your Zendesk. For each feature, I’ll provide you with some best practices from our customer success team, warn you about any potential pitfalls along the way, and provide you with some helpful questions to ask yourself when configuring or modifying your Zendesk.

Join the conversation
Head over to the forums any time today to join the discussion. We started with part 1 at 8 a.m. Pacific time, focused on groups and roles. Part 2 kicks off at 11 a.m. and takes a close look at user and organization roles. By 2 p.m. Pacific time, we’ll turn our attention to working with ticket fields and ticket forms. All that’s required on your end is to read through the best practices and, if you’d like, to leave a comment to ask a question or share your own tips or experience.

Everything is awesome—when you use Groups to organize your agents
The discussion began this morning with a few ways to utilize groups in Zendesk. Depending on your workflow and how you want to organize agents, you can utilize groups in Zendesk in the following ways:

  • Assign tickets to a specific group of agents
  • Create views for a specific group of agents
  • Create macros for a specific group of agents
  • Send notifications to a specific group of agents
  • Report on performance within a group of agents

Ideally, you only need a few groups. In our experience, less tends to be more, so that you keep the agent experience simple. Each group you set up should have an explicit purpose.

Many companies create a handful of groups for the purpose of assigning tickets. Those same groups could have dedicated views, macros, and notifications. This is the most straightforward way to use groups.

But there are also cases in which you may want to assign a single macro or view to multiple groups. Zendesk allows you to limit a view or macro to a single group, so you’ll need to think about whether you want to:

  1. Create duplicate views or macros and assign them to each group.
  2. Create an additional group and add all applicable agents for the view or macro.

If you create multiple views or macros, agents in both groups will see the same view or macro in each group. And if you create additional groups, your agents will need to be trained not to assign tickets to those groups.

How do you manage your groups? Read the full post and chime in.