How do agents enhance their efficiency in Zendesk?

Agents enhance their efficiency in Zendesk significantly through the use of shortcuts. Shortcuts are predefined snippets of text, responses, or actions that agents can easily insert into their interactions with customers. This allows them to respond more quickly to customer inquiries and reduce repetitive typing. By using shortcuts, agents can provide consistent answers, save time when addressing common issues, and focus on more complex customer queries that require personalized attention. This streamlined approach leads to improved productivity and quicker response times, ultimately enhancing the overall customer experience.

In contrast, relying solely on customer suggestions or avoiding internal communications can hinder an agent's ability to resolve issues efficiently, as they may miss out on valuable insights or collaboration that could enhance customer service. Similarly, working without templates can lead to inconsistencies in responses and create a slower workflow, as agents may struggle to formulate replies from scratch for frequently occurring inquiries.