At Zendesk, we aim to keep raising the bar when it comes to the design and usability of our product. We want to provide a product that is beautifully simple, whether you’re completing an easy task, or a complicated one. And given that quick resolution times are such a key factor in customer satisfaction, we wanted to increase agent productivity, through features like keyboard shortcuts, instant search and the ability to solve ticket after ticket without interrupting your flow. And finally, we wanted to reinforce the human aspect of customer service, moving the focus of interactions from the ticket to the individuals you’re helping by surfacing more information about your end users when viewing their tickets. This more holistic view of the customer will also result in faster resolution times, and happier customers for you.
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