Your company has important customers who provide over 40% of your business. You can use Zendesk to help you expedite and prioritize support requests from these customers to make sure they stay happy.

Groupscollect agents together, allowing admins to manage agent ticket assignments based on an agent’s special skills. For VIP customers, it’s good to identify senior agents on your team who are best-suited to help these customers.

To create the group

1. InAdmin Center, clickPeoplein the sidebar, then selectTeam > Groups.
2. ClickAdd group.
3. Enter a group name. In this case, name the groupVIP Triage.
4. Select the agents you want to add to the group. Pick the senior agents who are best suited to handle important customers.
5. ClickCreate group.

   

Organizationsare meaningful collections of your end users. You can use organizations to group users from the same company or department. By default, users can only belong to a single organization, but, if your Zendesk plan supports it, you can enable multiple organizations for users and create a special organization that identifies your VIP customers.

Steps to do this include:

• Enabling multiple organizations
• Creating a VIP organization

An organization's tickets can be automatically assigned to a group of agents. This is referred to asgroup mapping. When you map yourVIP Triagegroup to yourVIP客户organization, new tickets that come in from your important customers are automatically sent to your senior agents.

Triggers are business rules you define to run immediately after tickets are created or updated. Once your groups and organizations are set up, create atriggerthat instantly replies to your VIP customers as soon as they submit a ticket and gives the ticket a high priority.

To add the trigger

1. InAdmin Center, click对象一个d rulesin the sidebar, then selectBusiness rules > Triggers.
2. ClickAdd trigger.
3. Enter the following information for the trigger.

   For the triggerNameandDescription:

   

   For the triggerConditions:

   

   For the triggerActions:

   

4. When you’ve finished adding the trigger name, description, conditions, and actions, clickCreate.

With this trigger, when these conditions are met:

• A new ticket is created.
• The person who created the ticket belongs to theVIP Customerorganization.
• The ticket hasn’t been solved, yet.

The following actions are performed:

• An email notification is sent to the ticket requester. See example below.
• The ticket priority is set toHigh.

The following is an example of an email notification sent to a VIP customer who submits a ticket. The ticket has been assigned to theVIP Triagegroup and the ticket priority isHigh.

Viewsdynamically organize tickets based on specific criteria that you define. Using views can help you determine what tickets need attention from you or your team and plan accordingly. To keep an eye on how our VIP tickets are progressing, create a shared view that you and other members of your team can use to monitor ticket status.

To create the view

1. InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Views.
2. ClickAdd view.
3. Enter the following information for the view. ThisVIP Triageview will show any unsolved tickets that come from members of theVIP客户organization.

   

4. To test your view conditions, clickPreview match for the conditions aboveto see which tickets will appear in the view.

   

5. Scroll down to theFormatting optionssection to customize the table columns that appear in the view.
6. Because it’s important for you to quickly see when a ticket was last updated for VIP customers, drag theLast updatecolumn from theColumns not included in tablelist to theColumns included in tablelist.

   

7. Make sure the view isAvailableforAll agents.
8. ClickCreate view.

一旦你创建视图,你可以click the Views icon () in the sidebar, then selectVIP Triageto view your VIP ticket status. This view includes when the tickets were lastUpdated.

To help manage your ticket workflow, you can automatically remind agents if an important ticket hasn’t been assigned in a timely manner. In these cases, use anautomation, instead of a trigger to send the reminder.

Triggers are event-based business rules that can fire every time a ticket is created or updated. Automations are time-based business rules that perform an action in your account based on time elapsed.

To add the automation

1. InAdmin Center, click对象一个d rulesin the sidebar, then selectBusiness rules > Automations.
2. ClickAdd automation.
3. Enter the following information for the automation.

   For theAutomation titleandConditions:

   

   For the automationActions:

   

4. When you’ve finished adding the automation title, conditions, and actions, clickCreate automation.

With this automation, when these conditions are met:

• The ticket was sent to theVIP Group.
• The ticket priority isHigh.
• The ticket was created more than2 business hoursago.
• The ticket does not have an agent assigned, yet.

The following actions are performed:

• An email notification is sent to all members of theVIP Triagegroup. See example below.
• The ticket priority is changed fromHightoUrgent.

The following is an example of an email notification sent to members of theVIP Triagegroup when the automation conditions are met. The ticket priority has changed toUrgent.

Other useful automations include reminding agents if a ticket hasn’t been solved after a certain period of time, gently reminding customers who haven’t replied to an agent request for more information, and so on. To learn more about automations, check out the default Zendesk automations available in seeAbout automations and how they work.