Support Pods is an initiative to introduce subject-specific ticket views and ways that support engineers can work them in Zendesk. This was previously knows as Areas of Focus. History and context behind this can be found in this epic.
Note: we are piloting this with a few support engineers at the moment, with the intent to roll this out globally within the next few months.
Working on tickets with the Support Pods view has several positive impacts for both customers and us. Some of them are listed below, in no particular order:
As a support engineer, you might sign up to a Support Pod for one of the following reasons:
If you have signed up to a pod, you can use the below prioritization guidelines. This is a slightly modified version of our general ticket prioritization guidelines:
Yes. Since the intent for signing up to a pod can be different (learning vs helping), you might have a need to sign up to more than 1 pod at the same time.
If you are a part of more than one pod and are confused about which pod to begin with, you can use the guidelines below. Note that these are only guidelines, and you should feel free to make a judgement call based on the situation and your needs: