When it comes to working with an environment such as Zendesk, which was built to communicate with millions of customers, it is absolutely crucial to understand how we can manage our user accounts and their tickets without losing track of our processes. However, even when working with a smaller customer base, keeping scalability in mind, we should apply the same diligence when it comes to planning our agent roles, groups, organizations, and user tags.

Not only do we allow more efficient workflows to be planned and added in the future, but a carefully planned setup of your agent roles, groups, organizations, and user tags will also enable us to create more detailed and meaningful performance reports.

That is why, in this chapter, we will examine each of the options provided by Zendesk and dissect their individual capabilities. We will review where these options fit in our overall setup and how we can implement our desired workflows...