Best Practices for Setting Up Helpdesk Views


Helpdesk views are an essential part of any customer support team’s workflow. They allow agents to prioritize and manage customer inquiries efficiently. Here are some best practices for setting up helpdesk views:

Categorize tickets by priority

Assign a priority level to each ticket based on the urgency and impact on the customer. This will help agents to focus on high-priority tickets first and avoid missing critical issues. If priority level isn’t a built-in field in your helpdesk, you can use tags.

Use tags to organize tickets

Create tags to categorize tickets based on the type of inquiry, product, or service. This will help agents to quickly filter and find tickets related to a specific topic. Depending on the helpdesk you use, you may be able to build out ticket fields and/or macros that automatically apply the tags you need.

Set up automation rules

Automate repetitive tasks by setting up rules to automatically assign tickets to agents or move them to specific views based on their properties. This will save time by automatically triaging tickets and reduce errors.

Customize views for different teams

Create shared views that are tailored to each team’s specific needs. For example, the sales team may need a view that shows only tickets related to sales inquiries.

Regularly review and optimize views

Review and optimize your views regularly to ensure they align with your team’s goals and workflows. Remove views that are no longer needed and update views based on feedback from agents and customers.

Set up top-level views to keep an eye on performance

Have views set up to review all open tickets to ensure there’s nothing “stale” hiding between views. That will catch any tickets that were left out of the views you are setting up. We recommend one all new tickets view and one all open tickets view.

By following these best practices, you can set up helpdesk views that enable your team to provide excellent customer support efficiently.

Getting Started
Jenny Li

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