Folder Reprioritization

Zendesk folders have gotten out of control. This is what they currently look like:

This is what the folders will look like starting next week:

There are two main reasons for this overhaul. 1) Make it easier on all agents to see what they need to work on from a bird's eye view. 2) Re-sort users into the correct folders based on the value they might provide (using data!)

This means that we'll be supporting SquareSpace, Shopify, and Business users first and foremost, and many of the other platforms have been sorted into Medium / Low Priority based on their wobbly conversion potential.

Tier 2 agents will work primarily from the top down, while Tier 1 agents will work from the bottom up (starting with Wix).

In an additional step to make things simpler, everyone should shift from personal playlists to a single view - My Assigned Tickets.

Everyone should have one of these personal views. If you don't, just slack me and I'll help you get set up 😄

Now, you just need to make sure to start with your assigned tickets, then follow the flow of the folders to continue crushing tickets.

Example workflows:

For Tier 1: My Assigned Tickets > Billing > Wix > Low Priority > Medium Priority

For Tier 2: My Assigned Tickets > Escalated Tickets > High Priority > Medium Priority