Overview

Quickie, a key feature of the Lovely Views app, brings advanced ticket search, efficient view management, quick bookmarking, and real-time ticket monitoring right into your Zendesk workflow.

You can get Quickie as part of Lovely Views or on its own. It helps you organize views into folders with the Views tab and perform powerful ticket searches with the the Seek tab. These features make finding and managing tickets easier, improving your overall workflow.

Quickie also adds extra convenience with features like the dedicated Bookmarks tab for saving and accessing important tickets. The Activity tab lets you keep track of your active and previously viewed tickets, while the Heart tab provides essential app information, announcements, updates, and configuration options.

With easy-to-use Home, Bookmark and Pin buttons, Quickie makes ticket management a breeze, helping you stay organized and efficient.

Find Quickie

To install a trial of the app, please visit Lovestock & Leaf's Quickie page. Once installed, you can find Quickie in the top toolbar or sidebar in Zendesk.

Quickie in the top toolbar

1. Click the Quickie icon in Zendesk's top toolbar.



2. This will launch the Quickie app.

When Quickie is unpinned in the sidebar

1. Click Apps in Zendesk's right sidebar menu.



2. A new tab will appear showing all available apps. Scroll to find the Quickie app.

When Quickie is pinned in the sidebar

1. Click the Quickie icon in Zendesk's right sidebar menu.



2. A new tab will appear showing the Quickie app.

Note: If you can't find Quickie in the usual sidebar location, it might be positioned differently due to custom layout features. Check with your Zendesk administrator.

Key features

Dedicated tabs

Navigate easily using designated tabs: Views for folder and views management, Seek for advanced search, Bookmarks for privately bookmarking important tickets, Activity for ticket tabs and previously viewed tickets, and Heart for preferences and announcements.

Organized views

Structure your views by organizing them into a folder hierarchy for enhanced management. Combine personal views seamlessly with shared views, providing you with comprehensive access tailored to your needs. You can also tailor your workspace by customizing the placement of personal view folders, whether at the top or bottom of your list.

Advanced ticket search

Discover Seek's search capabilities and ensure instant identification of specific tickets in even the most extensive lists. Use order, conditions, and columns to tailor your search criteria. Manage and customize each criterion for a personalized search experience.

Save and reuse searches

Easily save your custom search criteria from Seek for future use. Quickly access saved searches in Views, saving time and ensuring consistency in ticket management.

Fast bookmarking and easy access

Quickly retrieve privately flagged tickets of interest using the personal Bookmarks feature, now with its own dedicated tab. 

Real-time ticket monitoring

Explore real-time insights into ongoing ticket interactions via the Activity tab, which lists ticket tabs and previously viewed tickets. This feature contributes to a more dynamic and organized workflow.

Essential information hub

The Heart tab serves as the go-to spot for vital app information, including announcements, updates, and configuration options. This ensures that users have easy access to essential details to stay informed and up-to-date.

Favorites at your fingertips

Individual agents can select their favorite views, which will then appear in a Favorites folder at the top of the views list. This feature provides agents with quick and easy access to the views they use most frequently, boosting their productivity.

Home view shortcut

Clicking the Home button automatically opens a designated view in Zendesk or a saved search in Seek, giving you instant access to your most important tickets or searches. This feature ensures a smoother workflow by bringing your preferred view or search to the forefront every time you use Quickie.

Quick bookmarking

Simplify your private bookmarking process with a larger Bookmark button on the left for easy access.

Handy pin feature

Keep Quickie open after clicking on a view or bookmark with the more visible Pin button on the right.

Easy keyword search

Use the keyword search feature for swift and efficient location of views and bookmarks.

Make your Zendesk tasks easier with Quickie's practical features. From organizing views to advanced search options, Quickie helps you manage tickets more efficiently, making your daily workflow smoother and more productive.

Views

Learn how to organize and customize your Zendesk views with Quickie’s practical tools. Structure views, create a hierarchy, and manage personal and shared views effortlessly.

Access the Views tab

To access your views:

1. Click the Views tab located at the top of the Quickie interface.
   
   
   
2. You will see a list of all your views.

Navigate folders

Organize views into folders to simplify your workflow. Folders improve navigation, enhance collaboration, and keep your workspace tidy.



Click on a folder name or the triangle icon to expand or collapse it.



Views are grouped into hierarchical folders based on naming conventions. You will also find special folders in the Views tab.

My user profile

This contains four profile views: Requested, Assigned, CCd and Followed.

Personal

This holds an agent's personal views.

Misc

This holds views without a hierarchy, as well as Suspended and Deleted tickets.



Note that visibility is subject to the permissions set for each agent. Admin users enjoy expanded access, including special views such as Suspended and Deleted.



Next to each view name is the ticket count, with a grayed-out appearance for views without tickets. 

Search for a folder/view

Use the search box at the top to filter and search for views or folders.



Use Tab or the Up/Down arrows to navigate results. Press Enter to open the selected item. Press Escape to clear a search.

Open a view

Clicking on a view name takes you to the regular Zendesk view unless configured to open in Lovely Views. The app closes unless pinned using the Pin button.

See more options

Select a view and click More options (three vertical dots) to see different actions you can take.



A dropdown menu will appear, offering various actions for you to choose from.

Show only my views

This setting is visible to administrators and agents with roles permitting them to edit shared views. If a view is crucial for other agents but not within the current user's groups, selecting Show only my views will hide that view from the user's views list. It will reappear when the Show only my views option is deselected.

1. Click More options (three vertical dots).



2. Select Show only my views.



Agents can edit toggle access for agents via the Enable 'Show only my views' toggle option in Views settings.

Set as Favorite view

Keep your most-used view easily accessible by setting it as a favorite.

1. Choose a view, then click More options (three vertical dots).



2. Select Favorite this view.



3. The chosen view moves to the top of your views list, inside the Favorites folder.



4. To remove a view from Favorites, select the view, click More options (three vertical dots) and uncheck Favorite this view.



5. That particular view will no longer appear as a Favorite in your list.

Set as Home view

Designate a Home view or search with a house icon. Clicking the Home tab on Quickie will automatically open up the view on Zendesk or the saved search on Seek.

1. Choose a view, then click More options (three vertical dots).



2. Select Set as Home view.



3. The chosen view showcases a home icon.



4. Click the Home tab.



5. Zendesk will automatically open up your chosen home view. Or, if you've set a saved search as a home view, Seek will automatically open up the search.



6. To undo the action, select the view, click More options (three vertical dots) and uncheck Set as Home view.



7. The Home icon will no longer appear next to that particular view or search on your list.

Edit a view

Edit views to customize descriptions, conditions, and formatting options. If using custom Roles, note that agents will need to be permitted to add and edit personal, group, and global views. Agents will receive an error message if not given the permission.

1. Choose a view, then click More options (three vertical dots).



2. Select Edit view.



3. You will be taken to Zendesk Admin Center - Views, where you can edit the view's description, conditions, and formatting options. More information on editing a view can be found at Zendesk | Managing your views.



4. Scroll down and click Save after making changes.

Rename a view

Change the title of the view via the Zendesk Admin Center.

1. Choose a view, then click More options (three vertical dots).



2. Select Edit view.



3. You will be taken to Zendesk Admin Center - Views, where you can change the view name by clicking the pen icon next to the title.



4. The full title will appear on the box, ready for editing.



5. To set up the hierarchy, you just need to set the title in the following format:

Folder :: Subfolder :: View name

The double colon :: is the same delimiter used by Zendesk for the drop-down menus. You can have as many levels of subfolders as you require.



To achieve the hierarchy for "Consumer services / Customer inquiries" you would have the following title:

Consumer services :: Customer inquiries

To achieve the hierarchy for "Consumer services / Customer inquiries / General questions" you would have the following title.

Consumer services :: Customer inquiries :: General questions

Quickie will automatically set the folders and the hierarchies based on the View titles. You do not need to create any intermediate views for each level of the hierarchy.

6. Scroll down and click Save after making changes.

Clone a view

Create a copy of a view to modify and use for other purposes.

1. Choose a view, then click More options (three vertical dots).



2. Select Clone view.



3. You will now have a copy of the original view that you can rename, edit, or leave as is.



4. Scroll down and click Save after making changes.



5. The copy will now appear on Quickie:

Deactivate a view

You have the option to delete or deactivate a view that is no longer required. Deactivating a view places it in the Inactive tab in the Views page on Zendesk, allowing for reactivation if necessary.

1. Choose a view, then click More options (three vertical dots).



2. Select Edit view.



3. You will be taken to Zendesk Admin Center - Views.



4. Click More options next to the view title, then select Deactivate view.



5. You can find the deactivated view via the Inactive tab in the Views page on Zendesk.



6. To reactivate the view, click More options (three vertical dots) and then select Activate view.

Delete a view

You have the option to delete or deactivate a view that is no longer required. Deleting a view removes it permanently and cannot be recovered.

1. If you decide to permanently delete a view, you must first deactivate it as described above.

2. Click More options (three vertical dots), and then select Delete view.



3. Click the Delete view button to complete the deletion process, or click Cancel if you've changed your mind.

Dark mode

Change the app background to black.

1. Click More options (three vertical dots).



2. Select Dark mode.



3. Quickie now shows a sleek black background color.

Dark mode (lighter)

Change the app background to dark gray.

1. Click More options (three vertical dots).



2. Select Dark mode (lighter).



3. Quickie now sports a dark gray background color.

Reload views list

Refresh your view list instantly, ensuring you have the latest and most up-to-date information.

1. Click More options (three vertical dots).



2. Select Reload views list.



3. Quickie will show you your updated views list.

Download views list CSV

Export your view list to keep a record or share your view data.

1. Click More options (three vertical dots).



2. Select Download views list CSV.



3. A popup will appear, with three options:

Cancel - Do not proceed with the download.

Download Now - Immediately download the CSV with the current view counts. Note that any missing counts will not be included.

Fetch missing counts, then download = First, fetch any missing counts in the background. Once all counts are available, the CSV will automatically download with complete data.

4. Once Download is clicked, a CSV copy of your views list is downloaded to your device.

Seek

Seek is an advanced ticket search system that allows you to customize your search query's order, conditions, and columns. It is designed to simplify your search process, eliminating the need for complex commands and providing an intuitive interface for effortless customization of your search criteria. All your saved searches on Seek also appear on Views. Visit Seek's dedicated user guide to learn more.

Bookmarks

The personal Bookmarks tab allows you to access privately flagged tickets easily. This section outlines how to manage, search, expand or compact records, reload bookmarks, and remove bookmarks.

Access the Bookmarks tab

To view your bookmarked tickets:

1. Click the Bookmarks tab located at the top of the Quickie interface.
   
   
   
2. You will see a list of all tickets that you have privately bookmarked.
   
   
   

Search for a bookmarked ticket

1. Click the Search bookmarks bar at the top of the Bookmarks tab.
   
   
   
2. Enter a keyword related to the ticket, such as the ticket's title or subject. As you type, all bookmarked tickets that match the keyword will automatically appear.
   
   
   

Reload the Bookmarks list

1. Click the Reload button located at the top right of the Bookmarks tab.
   
   
   
   
2. The list will refresh to display the most up-to-date set of bookmarked tickets.
   
   

Show all column fields/less fields

You can control the fields shown for ticket comments:

1. Click the Show all column fields button to show all fields for each ticket.
   
   
   
   
   
   
2. Click the Show less fields button to hide extra fields for all tickets, displaying only the requester, ticket title, status, date updated, and ticket number.
   
   
   
   
   
   

Expand/compact a ticket record

You can expand or collapse the comment details of a single ticket:

1. Next to each bookmarked ticket, you will see either a downward arrow icon or an upward arrow icon if the ticket has a lengthy initial comment.
   
   
   
   
2. Click the downward arrow to expand the ticket and view the full initial comment.
   
   
   
3. Click the upward arrow to collapse the ticket.
   
   
   
   • If the Show all column fields button is selected, only the first part of the initial comment will be shown, along with other fields.
     
     
     
   • If the Show less fields button is selected, no initial comment will be shown.
   
   
   

Expand/compact all ticket records

To expand or collapse all tickets at once:

1. Click More options (three vertical dots).
   
   
   
2. Select Expand all records to view the full initial comments of tickets at once.
   
   
   
   
   
3. Select Compact all records to collapse the initial comments for all tickets:
   
   
   
   
   • If the Show all column fields button is selected, only the first part of the initial comment will be shown.
     
     
     
   • If the Show less fields button is selected, no initial comments will be shown.
     

Open a bookmarked ticket

1. Click on the ticket title. This action will open the ticket directly in Zendesk, allowing you to view or edit its details.

Delete a single bookmark

To remove a specific bookmark:

1. Click the purple bookmark icon on the right side of the ticket's subject line.
   
   
   
2. Once clicked, the ticket will be removed from your saved bookmarks list.
   
   
   

Remove all bookmarks

To remove all saved bookmarks at once:

1. Click More options (three vertical dots).
   
   
   
2. Select Remove all from the dropdown menu.
   
   
   
3. A confirmation popup will appear. Click OK if you'd like to proceed.
   
   
   
4. All saved bookmarks will be deleted, and your Bookmarks tab will be empty.

Activity

The Activity tab in Quickie helps you keep track of your recent ticket interactions by displaying open and previously viewed tickets. This section outlines how to search, group, expand, and manage ticket details in the Activity tab.

Access the Activity tab

To view your recently accessed tickets:

1. Click the Activity tab at the top of the Quickie interface.
   
   
   
2. You will see a list of tickets. If you select Group by ticket tab, the tickets will be grouped under Ticket tabs (open tickets) and Previously viewed tickets.
   

Search for a recently viewed ticket

To quickly find a ticket within the Activity tab:

1. Click the Search recently viewed tickets bar at the top.
   
   
   
2. Type in a keyword related to the ticket, such as the title or subject.
   
   
   
3. As you type, matching tickets will automatically appear.
   

Group recently viewed tickets

To organize tickets based on their status:

1. Click the dropdown above the list of tickets.
   
   
   
2. Select Group by ticket tab to separate open tickets from previously viewed tickets.
   
   
   
3. Choose No grouping to display all tickets in a continuous list without separation.
   
   

Show all column fields/less fields

To quickly change the number of fields shown for all tickets:

1. Click the Show all column fields button to show all fields for each ticket.
   
   
   
2. Click the Show less fields button to hide extra fields for all tickets, displaying only the requester, ticket title, status, date updated, and ticket number.
   
   
   

Expand/compact a ticket records

You can expand or collapse the details of a single ticket if it has a lengthy initial comment:

1. When you hover over a ticket with a long initial comment, a downward arrow icon or an upward arrow icon will appear when you hover over.
   
   
   
   
2. Click the downward arrow to expand record and view the full initial comment.
   
   
   
   
   
3. Click the upward arrow to compact record.
   
   
   
   • If the Show all column fields button is selected, only the first part of the initial comment will be shown, along with other fields.
   • If the Show less fields button is selected, no initial comment will be shown.
     

Expand/compact all ticket records

To manage the visibility of all tickets at once:

1. Click  More options (three vertical dots) in the top-right corner of the Activity tab.
   
   
   
2. Select Expand all records to show the full initial comments of all tickets at once.
   
   
   
   
   
3. Choose Compact all records to show only the first part of initial comments.
   
   

Open a recently viewed tickets

To view and manage a ticket directly in Zendesk:

1. Click the ticket title in the Activity tab. The ticket will open in Zendesk, allowing you to work on it from the main interface.
   
   
   
   

Heart

The Heart tab is your central hub for app information, announcements, updates, and configuration options. Access essential details to stay informed and in control.

Access the Heart tab

To access news and configuration settings:

1. Click the Heart tab located at the top of the Quickie interface.
   
   
   
2. About/News is the default page that first appears, and you can select and open up the other pages via the menu on the left.
   
   
   

About/News

Navigate through the latest updates, news, and essential information about Quickie in the About / News section. Stay informed about new features, announcements, and any pertinent details related to Quickie's functionality. This section serves as your reference point for staying up-to-date with the latest developments and insights.

This page is divided into three areas: the About section, the Help section, and the News & Announcements section.

About

This section provides detailed information, including the current Quickie version, app ID, installation ID, installation date, and the date of the last update, offering a comprehensive overview of your Quickie setup.

Help

Get quick access to Quickie resources with links to the User guide, Support, and the Lovestock & Leaf site.

Zendesk links

Click to access your Zendesk Admin Center and the Zendesk Status page.

News & Announcement

Stay informed and up-to-date with the latest news and announcements. This section is further divided into four tabs: Latest, Quickie, Release notes, and Status.

Latest

Click the tab to show all Lovestock & Leaf updates, with the most recent news showing at the top. This includes announcements, release notes, service incidents and fixes.

Quickie

Click the tab to read in-depth announcements about new features or enhancements for Quickie.

Release notes

Click the tab to see a general overview of app changes and updates.

Status

Click the tab to check for any known Lovestock & Leaf issues or incidents and their causes. If resolved, the status is updated with the date and time of fix.

New settings

Explore recently added or updated settings along with their respective dates on this page. Simply click on the setting name to be directly directed to its location within the preferences, streamlining your navigation and providing quick access to the settings you need.

General

Find key configurations for your Quickie setup. This area has two sections: Title and Disable keyboard shortcuts.

Title

This section allows you to change the title that appears on top when you launch the app. The default title is 'Quickie'.

Disable keyboard shortcuts

Toggle this on to disable your keyboard shortcuts.

Note: After making any changes, remember to click Save to apply the modifications, or select Reset if you've reconsidered.

Views

This page enables you to personalize the appearance of your views to suit your preferences.

Additional view grouping separator

When setting up the view title, include the parent folder name before the view's name. To distinguish between the view's name and parent folder names, use a double colon (::) as a separator.

For example: Folder :: Subfolder :: View name

If you prefer a different separator, like a forward slash, you can specify it here. Whatever you enter will be used in addition to the double colon (::).

For example: Folder ::/ Subfolder ::/ View name

Hide 'Suspended' tickets view

Toggle the option on to hide the special 'Suspended tickets' view from all non-Admin agents.

Hide 'Deleted' tickets view

Toggle the option on to hide the special 'Deleted tickets' view from all non-Admin agents.

Disable the 'Misc' folder

By default, all views not otherwise grouped will be placed together in a 'Misc' folder. Toggle the option on to disable the default behavior.

Rename the 'Misc' folder

By default, all views not otherwise grouped will be placed together in a 'Misc' folder. You can change the name from the default 'Misc' to another preferred title.

Display the 'Misc' folder / root level views at bottom

This option is turned off by default. Toggle the option on to display the 'Misc' folder or root level views (if 'Misc' folder disabled) at the bottom of the view list.

Subfolder order

Within a parent folder, the subfolders will always be ordered alphabetically, but with this setting you get to decide to have them appear all at the top (above the views in the parent folder), or all at the bottom (below the views in the parent folder), or they can be alphabetically mixed in with the views.

Disable the 'Personal' folder

By default, your personal views are grouped separately from other views under a 'Personal' folder. Toggle this option on to remove the folder so personal views are organized together with other views.

Rename the 'Personal' folder

You can change the name from the default 'Personal' to another preferred title.

Place 'Personal' folder at bottom

By default, this option is disabled and the 'Personal' folder is displayed above the list of shared views. Toggle this option on to move the Personal folder to the bottom.

Disable the 'My user profile' folder

By default, the 'My user profile' folder contains 4 profile views: Requested, Assigned, CCd and Followed. Toggle this option on to disable the folder.

Show 'Download view list CSV' feature

Toggle this option on to allow users to download visible views and their counts to a CSV file.

Enable 'Show only my views' toggle

This setting, located in the 3-dot menu, is available for non-Admin agents who can access all shared views. Admins always have this toggle enabled by default.

You can set restrictions by clicking Apply restriction to this setting and then entering Roles or Groups that the setting will be enabled for.







You can also click Don't apply restrictions instead if you've changed your mind.

Behavior

• ON: Agents will only see restricted shared views (those assigned to their group or role) and their personal views.
• OFF: Agents will see all shared views, including public shared views, restricted shared views, and their personal views.

Eligibility

• The toggle is available only to non-Admin agents with the "can edit global view" criterion, allowing access to all shared views. If an agent does not meet this criterion, the toggle will not appear, even if enabled in the settings.
• Admins can pre-select Roles and Groups for this setting, which will apply automatically as agents gain eligibility (e.g., if they are assigned the required permission later).

Enable favorites

Toggle this option on to allow the agent to set favorite views/searches for fast access.

Note: After making any changes, remember to click Save to apply the modifications, or click Reset if you've reconsidered.

Bookmarks

This page allows you to enable or disable Bookmarks for topbar and for ticket sidebar.

Note: After making any changes, remember to click Save to apply the modifications, or click Reset if you've reconsidered.

Activity

This page allows you to enable or disable the Activity feature. With Activity enabled, you can view the ticket tabs currently open, as well as previously viewed tickets.

Note: After making any changes, remember to click Save to apply the modifications, or click Reset if you've reconsidered.

Backup & Restore

This page facilitates the backup and restoration of your Quickie configuration.

Backup

You can backup your configuration by copy-pasting all of the JSON from the backup field into a text document or into anything else that is appropriate for storing plain text. Then if the configuration is somehow lost or corrupted, you'll be able to restore by pasting the backed up version into the Restore field.

Restore

You can paste your backed up JSON into the field and then click Restore. This will restore your app configuration.

Handy tools

Use the Home, Bookmark, and Pin buttons for effortless access to your Home view, quick bookmarking, and keeping Quickie open.

Home button

Clicking the Home button automatically opens a designated Home view in Zendesk or search in Seek, giving you instant access to your most important tickets or saved searches. This feature ensures a smoother workflow by bringing your preferred view to the forefront every time you use Quickie.

Bookmark button

A bigger Bookmark button on the left ensures swift and easy bookmarking, enhancing accessibility. 



Click once to bookmark the current ticket; the purple icon indicates it has been saved in Bookmarks. Another click removes it.

Pin button

Keep Quickie open after clicking on a view or bookmark with a more visible Pin button on the right.



Click once to keep the app in view; the black icon shows it's pinned. Another click to unpin.

Solutions, tips, and tricks

Discover practical solutions, helpful tips, and clever tricks to get the most out of Quickie.

How to track rated CSAT tickets via Views

To enhance customer service and closely monitor customer feedback, it's essential to track tickets with CSAT ratings in Zendesk, which can then be integrated into Quickie. This system allows for efficient review and action on customer feedback categorized as 'Good', 'Bad', 'Good with Comment', or 'Bad with Comment'.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:

1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

Here's how to set up a Zendesk view for tracking rated CSAT tickets:

1. Navigate to the Admin Center and select Manage views to begin creating a new view for CSAT rated tickets.

2. Click Add view to start setting up your criteria for filtering CSAT rated tickets. Give your view a descriptive name, such as "Rated CSAT tickets in Quickie," to easily identify its purpose.

3. In the conditions section, specify the criteria for tickets you want to include in this view. Use the following conditions to filter tickets by their CSAT rating:

Meet ALL of the following conditions:
Ticket: Status Less than Solved (This ensures the view includes active tickets that are yet to be closed).
Ticket: Satisfaction Is Offered (This filters tickets where a CSAT rating has been offered).

Meet ANY of the following conditions (to capture all rated tickets):
Ticket: Satisfaction Is Good
Ticket: Satisfaction Is Bad
Ticket: Satisfaction Is Good with Comment
Ticket: Satisfaction Is Bad with Comment

4. After configuring the settings, save the view. It will now appear in the views section of Zendesk and can be accessed using Quickie's Views tab to track customer feedback efficiently.

Creating a dedicated view in Zendesk for tracking rated CSAT tickets offers a streamlined approach to understanding and improving customer satisfaction. By regularly reviewing these ratings, your team can identify areas for improvement, celebrate successes, and maintain a customer-centric approach in your service delivery.

How to track Good and Bad rated CSAT tickets via Views

To ensure high-quality customer service and to effectively respond to customer feedback, it's crucial to monitor both positive and negative customer satisfaction (CSAT) ratings. Zendesk offers the functionality to categorize and track these ratings, which can be integrated into Quickie for a comprehensive overview and quick access to customer feedback.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:

1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

This guide will walk you through the steps of creating separate views in Zendesk for Good and Bad CSAT tickets.

Tracking Good CSAT

1. Navigate to the Admin Center and select Manage Views to begin creating a new view for CSAT rated tickets.

2. Click Add view. Title this view to reflect its purpose, such as "Good CSAT tickets".

3. Set conditions for the view

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to specifically filter for positive feedback:
Ticket: Satisfaction Is Good
Ticket: Satisfaction Is Good with Comment

4. Adjust your view settings to sort and display tickets according to your preference. Save the view to make it accessible in Quickie's Views tab.

Tracking Bad CSAT

1. Navigate to the Admin Center and select Manage Views to begin creating a new view for CSAT rated tickets.

2. Name this view accordingly, for example, "Bad CSAT tickets".

3. Specify conditions for Bad CSAT.

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to capture negative feedback:
Ticket: Satisfaction Is Bad
Ticket: Satisfaction Is Bad with Comment

4. Save the view to be used for tracking negative customer feedback.

How to track Good and Bad rated CSAT tickets with comments via Views

To ensure high-quality customer service and to effectively respond to customer feedback, it's crucial to monitor both positive and negative customer satisfaction (CSAT) ratings. Zendesk offers the functionality to categorize and track these ratings, which can be integrated into Quickie for a comprehensive overview and quick access to customer feedback.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:

1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).
2. Ensure CSAT surveys are enabled and customize the survey message if needed.

This guide will walk you through the steps of creating separate views in Zendesk for Good and Bad CSAT tickets.

Tracking Good CSAT with comments

1. Navigate to the Admin Center and select Manage views to begin creating a new view for CSAT rated tickets.

2. Click Add view. Name the view in a way that reflects its purpose, for example, "Good CSAT with comments".

3. Configure view conditions

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to specifically capture positive feedback with comments:
Ticket: Satisfaction Is Good with Comment

4. Save the view to make it available in your Zendesk for quick access.

Tracking Bad CSAT with comments

1. Navigate to the Admin Center and select Manage Views to begin creating a new view for CSAT rated tickets.

2. Initiate the creation of a new view and name it descriptively, such as "Bad CSAT with comments".

3. Set conditions for the view.

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to filter for negative feedback with comments:
Ticket: Satisfaction Is Bad with Comment

4. Save your changes to ensure the view is accessible for monitoring customer feedback.

Use cases

See how Quickie excels in various real-world scenarios:

Customer support teams

Scenario: A customer support team in a busy e-commerce company handles hundreds of tickets daily. They need to quickly sort through these tickets, prioritize urgent ones, and manage them effectively.
How Quickie helps: With Quickie's Views feature, the team can organize tickets into hierarchical folders based on urgency, type of query, or customer tier. This organization makes it easier to prioritize and address high-priority tickets first. The Seek feature enables agents to perform advanced searches for specific issues, reducing the time spent sifting through tickets. The Bookmark feature allows agents to quickly access their frequently referenced tickets, enhancing response time.

IT helpdesk teams

Scenario: An IT helpdesk team in a large corporation frequently deals with a diverse range of technical issues, from simple password resets to complex server issues. They need a way to keep track of ongoing and past issues while ensuring quick access to specific tickets.
How Quickie helps: Seek's advanced search capabilities enable the IT team to find tickets based on specific conditions like issue type, severity, or department. The Activity tab helps them keep track of currently active tickets, ensuring that no issue gets lost in the shuffle. For recurring issues, the Bookmark feature allows quick retrieval of privately flagged tickets, providing valuable reference points for consistent problem-solving.

HR departments

Scenario: An HR department uses Zendesk to manage employee queries and requests. They need an efficient way to categorize and respond to various types of queries, from leave applications to policy questions.
How Quickie helps: Quickie allows the HR team to categorize tickets into folders like 'Leave requests', 'Policy queries', and 'Employee onboarding'. This organization makes it easier for the team to manage and respond to tickets in a structured manner. The Pin feature keeps the app open on relevant views, aiding in multitasking during busy periods. Additionally, the Heart tab provides quick access to app updates and configurations, keeping the team informed and efficient. In each of these scenarios, Quickie enhances efficiency, organization, and responsiveness, demonstrating its versatility across various departments and use cases.

FAQs

Discover quick insights into Quickie's features and find troubleshooting tips in the FAQs below. If you face challenges or have more questions, our Support Team is ready to assist you.

• Q1: How do I install Quickie?
  A: Visit the Lovestock & Leaf's Quickie page to install a free trial of the app. After installation, access it from Zendesk's top toolbar or right sidebar menu.
  
  

• Q2: Can I use Quickie as a standalone application?
  A: Yes, Quickie can be used within Lovely Views or as a standalone app through the Zendesk top toolbar menu.
  
  

• Q3: What is the Seek tab in Quickie?
  A: The Seek tab is an advanced ticket search system that enhances your search capabilities within Zendesk, allowing for customized search queries.
  
  

• Q4: How can I bookmark tickets using Quickie?
  A: A large Bookmark button on the top-left of the app allows you to privately bookmark or unbookmark tickets for quick retrieval. Click the Bookmark tab to view all your privately flagged tickets. 
  
  

• Q5: What are the benefits of using the Pin feature in Quickie?
  A: The Pin button, located on the top-right of the app, keeps Quickie open after clicking on a view or bookmark, providing a more visible way to manage your workflow efficiently.
  
  

• Q6: Can I customize the appearance of my views list in Quickie?
  A: Yes, visit the Heart tab, navigate to the Views list section, and customize various aspects such as hiding specific views, renaming folders, and more.
  
  

• Q7: How do I back up and restore my Quickie configuration?
  A: Go to the Heart tab, select Backup & Restore, and use the Backup feature to copy-paste the JSON configuration. If needed, restore by pasting the backed-up JSON into the Restore field.
  
  

Conclusion

As we wrap things up, let’s quickly recap what you’ve learned about using Quickie for Zendesk. We’ll highlight the key features and share some practical tips to ensure everything runs smoothly. This section will help you get the most out of Quickie, making ticket management efficient and effective.

Key takeaways

Efficient view management

Quickie simplifies your Zendesk view management with easy-to-organize folders and advanced search options.

Personalization and customization

Tailor Quickie to fit your workflow. Arrange views, set favorites, and choose display options that work best for you.

Bookmarking for quick access

The Bookmarks tab makes it easy to privately flag and find important tickets quickly, improving your ticket management.

Stay informed

Use the Heart tab to stay updated with the latest developments and announcements.

Next steps

• Explore more features in folders and controls to further customize your experience.
  
  
• Try out Dark mode settings to find your preferred visual style.
  
  
• Use the advanced search capabilities of the Seek tab to find information quickly.
  
  
• Regularly check the Heart tab's News & Announcements to stay proactive and informed.
  
  
• Get familiar with the Backup & Restore feature in the Heart tab to keep your Quickie configuration safe.

To sum up, Quickie is designed to make your Zendesk usage more efficient and straightforward. With features like Seek for advanced search and intuitive tools for view management, Quickie simplifies your ticket handling.

As you apply these learnings, remember to stay updated on new features, experiment with different configurations, and reach out to our Support Team when needed. Here's to a smoother ticket management experience with Quickie!