• Organizing tickets and users

  In the previous lesson, we introduced views. Views are used to organize all your tickets at all stages in the ticket life cycle. In this lesson, we'll take a more in-depth look at how views can be used to organize your tickets. We'll also look at the tools you have available for organizing users. Your users include both your customers and your support staff.

  Let's begin with views.

  Views are essential for managing the ticket workflow because they enable you to create meaningful groupings of tickets as they progress through the ticket lifecycle.

• Segmenting agents and their tickets with groups

  You may have noticed that several of the pre-defined views refer to groups. In Zendesk Support you organize your agents into groups. When you assign a ticket to an agent you're also assigning it to a group that the agent belongs to (agents can belong to more than one group).

  

  You can also assign a ticket to just a group and not a specific agent within the group. Doing this allows the agents within that group to determine who should be assigned to the ticket.

  You can create groups of agents for any reason you'd like. Typically, groups are used to organize agents by specialty or expertise (product support vs advanced support for example) or by location or language.

• Organizing customers

  To help manage your support workflow, you can add each of your customers to one or more organizations. You can then provide different types of support for each organization.

  

  The default organization a user belongs to is associated with every ticket they create and can be used to automate how incoming tickets are handled.

  Common uses of organizations include supporting a service level agreement you have with customers, tracking and managing tickets by company names or email domain, and by location or language.