What is the role of Views in Zendesk Support?

The role of Views in Zendesk Support is primarily to allow agents to sort and organize tickets for efficient management. Views are customizable ticket displays that help agents manage their workload effectively by allowing them to filter and prioritize tickets based on various criteria such as status, priority, tags, and assignee. This organization enables agents to focus on the most important tickets and act on them promptly, thereby improving the overall efficiency of ticket resolution and customer service.

Using views, agents can quickly access specific groups of tickets, such as those assigned to them or tickets that lack responses, facilitating a more streamlined workflow. The ability to create different views tailored to individual or team needs supports flexibility in managing customer inquiries, ensuring high levels of service quality.

The other options do not fully capture the primary function of views. While grouping tickets is inherently part of organizing them, views are not just about arbitrary criteria; they focus on helping agents handle ticket management more effectively. Filtering solely based on customer satisfaction ratings or displaying tickets in chronological order also doesn't convey the broader organizational capabilities that views provide.