On Jun 17, 2025, the Zendesk team successfully continued the series, 5 Steps to Provide Email Support, with the third episode: Step 3: Building the Agent Experience. This week’s session focused on empowering support teams by enhancing the agent experience through smarter ticket routing and workflow management. The goal: to help agents focus on what truly matters—delivering timely, consistent customer service that drives satisfaction.
Our specialists walked us through key strategies for setting up Zendesk Support with triggers, views, and macros to streamline workflows, prioritize tickets, and automate repetitive tasks.
Highlights include:
- Effective ticket routing: We explored how to use Zendesk triggers to automatically route tickets to the right teams or agents, saving precious time and eliminating manual sorting. Plus, we clarified when to use triggers versus automations — essential knowledge for keeping your workflows sharp and efficient.
- Organization with views: Views are your virtual ticket dashboard, helping agents quickly find what needs urgent attention. Views emerged as a powerful tool for organizing workload by grouping tickets based on criteria like status, assignee, and ticket age.We covered how to build clear, manageable views that spotlight priority tickets and monitor ticket “age” to prevent delays in responses.
- Speed up responses with macros: Macros aren’t just time-savers — when designed thoughtfully, they improve consistency and let your team tailor replies effortlessly, so customers always get clear, professional, and friendly service.
- Building workflows with automation and apps: We were introduced to handy apps, such as the Out of Office app, that prevent ticket assignments to unavailable agents, keeping the workflow smooth and ensuring no customer request gets overlooked due to staffing gaps.
What we learned
Participants learned about the critical role of building an optimized agent experience to boost support efficiency and customer satisfaction.
Attendees gained valuable insights into:
- How to design and configure automated ticket routing using triggers to ensure tickets quickly reach the right teams or agents with minimal manual intervention.
- Organizing and prioritizing tickets using views, so agents can easily focus on what matters most—whether that’s urgent requests, reopened tickets, or tickets nearing SLA deadlines.
- Crafting clear and effective macros that help agents respond quickly while maintaining a personal and consistent communication style.
- Utilizing automation tools and apps to manage workload more effectively, including features that handle agent availability and ticket reassignment.
- Documenting workflows clearly to maintain a scalable and team-friendly Zendesk setup.
The live Q&A session at the end provided a valuable opportunity for attendees to ask questions related to the features and workflows discussed, fostering an interactive learning environment.
Next Steps
Ready to take the next step? Join us for the upcoming session in the series, “Building the Customer Experience,” (link)— you won’t want to miss it!
Webinar resources
Useful Resources
To further assist you in your Zendesk journey, feel free to leverage these helpful resources:
