Adam: Another great thing too is prioritization so use Gmail outlook. In Gmail it’s filters and labels, outlook it’s a folder system. In Help Shift we call them Shared Smart Views so I can make a cue for high priority customers. In here I’m an Admin right now and I have agents. Agents are below admins. For agents I want to make sure they work under these cues so they stay hyper focused. Of course I can put them in different groups and only allow them to see certain issues because I segment my agents based on certain things. For instance, if I supported EFIG (English French Italian German)
I want my French agents to only see French issues, my Italian only see Italian. You can do this with Smart Views. If I go into this gear icon you can see what you can customize with this smart view - platform: iOS, Android, Web or Email. You can go at the app level as well. Remember this is a checkbox so I can do multiple apps into one view. Language – 34 different languages. Status – Is it a new issue? Is it an In-progress issue? Easy to do that as well.
If I wanted to put it to a certain agent maybe I’m an Admin or a manager I want to check upon what issues my coworker Alex is doing I can do that as well and then tags as well. So having a tag makes your Smart Views even better, like I mentioned before. Here is issue types and user types. Issues types it’s a bug. It’s a payment issue. User type - new user, VIP user so you can get very customized with these views and have a really great work flow set up so I can do new user. If I had any it would show up there so I can do iOS and all those come up. I can do multiple tags so you can get very customized with this Smart View.
Also what’s really great is issue Created date filters created after a date or certain time or Created before. This is really great if you see a surge in tickets over a certain period. Maybe it was a weekend shift and the next week you want to go back and say, “Who wrote in? What were the problems? Maybe it was a big bug. Can we go and ask them for feedback a little bit better or see which users wrote in.” You can do that with these time filters as well.
Now of course sharing this view I can share with certain groups. Here’s my EFIG group. I’m making my ‘Billings and Orders’ team able to see this view. It’s really great to stay very focused and that’s what we want. We want agents to stay focused to get tickets that they’re only qualified to answer so you get faster turnaround time, faster respond times and overall a better user satisfaction.