What strategy can improve ticket resolution time in Zendesk?

Utilizing a strategy that involves streamlining processes and employing macros is highly effective for improving ticket resolution time in Zendesk. By streamlining processes, you can create a more organized workflow that helps agents handle tickets more efficiently. This can include predefined workflows, automating repetitive tasks, and ensuring that tickets are directed to the most appropriate agents based on their expertise and availability.

Macros, in particular, are pre-defined responses that can be quickly applied to tickets. By using macros, agents can save time when responding to common queries or issues, which reduces the time spent on each ticket. This not only speeds up the resolution process but also ensures consistency in responses, improving the overall customer experience.

In contrast, other strategies such as randomly assigning tickets (which can lead to inefficiencies and a lack of accountability), delaying responses (which could frustrate customers), or solely relying on customer feedback (which, while valuable for insights, doesn’t directly expedite the resolution process), do not contribute positively to ticket resolution time. Therefore, focusing on streamlining processes and using macros is a targeted and proven approach to enhancing operational efficiency in Zendesk.