When I work I like to focus. For me focus means eliminating all distractions and only seeing items that need my attention right now. By focusing my attention I can get more done in less time.
You may have heard of Inbox Zero. Inbox zero means that you don't see any items in your inbox that don't require your attention right now. In Zendesk your inbox is essentially the default view titled "Your unsolved tickets."
It is one of the default views that come with Zendesk.
The "Your unsolved tickets" view is fine. But it also shows Pending tickets. Pending tickets don't require any action from you but having them show up in the view makes it impossible to acheive inbox zero.
To solve this, we have created a view called "My Working tickets." This is the view where I spend 90% of my time in Zendesk.
This view shows me only New and Open tickets that are assigned to me. Only New and Open tickets require a response. Once I plow through all of the tickets in the "My Working Tickets" view I have acheived inbox zero (at least as far as Zendesk is concerned) and the universe is in balance one again.
How to set up the view
Select More ».
Select add view
Set up the filter according to the screenshot below. By setting the status to Less than Pending you will exclude all Solved and Pending tickets.
I also like to customize the included columns. The main one I add is Latest update by requester. This column shows me the last time the customer updated the ticket.
I then group the tickets by Status and sort them Ascending. This will show me New tickets before Open tickets and then order by Latest update Descending.
We also make this view available to all agents. Once you have it all set up just click Create view.
Then reorder the views and stick this view at the top.
That's it. You now have a view that will help you focus on the tickets that need your attention right now. And a view that will allow you to acheive inbox zero.
Get more tips like this
This post was taken from our weekly Zendesk Tips email newsletter. If you would like to subscribe and get tips like this delivered weekly to your inbox just click here.
