Join the Zendesk team for the last episode of the Zendesk essentials series that will be about "Building your ideal Zendesk account - Part 6: Managing ticket escalations". The team will discuss how to optimize your escalation workflows, by creating skilled groups, personalized macros, automatic routing through triggers, and customized views .

Why you should attend

By participating in this webinar, you will be able to:

• Improve operational efficiency 
  Learn to streamline the escalation process to allocate resources effectively, reducing response times and improving overall productivity
• Retrieve data-driven insights
  Analyzing escalation patterns provides valuable insights into recurring issues, enabling you to implement proactive measures and improve service quality
• Ensure customer retention
  Properly handling escalations fosters trust and loyalty among customers, leading to higher retention rates and positive word-of-mouth

What you’ll learn

After attending this session, you will learn how to:

• Manage your escalation queue
• Create an escalation group
• Create escalation macros
• Create your escalation triggers
• Create your escalation view

Each topic will be accompanied by a live demo of the feature of workflow to give you a practical understanding of how to implement them in your own Zendesk account.

At the end of the presentation, there will be space for the team to answer your questions during the live Q&A session. This is your chance to ask anything related to the features and workflows covered.

How to register

Don’t miss out on this opportunity to build a strong foundation for your Zendesk account. Click the RSVP button to secure your spot today. The Zendesk team looks forward to seeing you on April 15th, 2025 - 11:00 AM (UTC-06). Let’s work together to create a great Zendesk experience for you and your team.

Useful resources

• Creating groups 
• Managing groups 
• Creating macros for repetitive ticket responses and actions
• About triggers and how they work
• What is the difference between ticket triggers and automations
• Creating views to build customized lists of tickets
• Workflow recipe: Managing your escalation queue