How can agents keep track of customer interactions effectively in Zendesk?

Utilizing the customer history feature in Zendesk allows agents to effectively track customer interactions by providing a comprehensive view of all past communications with the customer. This feature includes previous tickets, messages, and notes that help agents understand the context and history of customer interactions. With this information readily accessible, agents can provide more personalized and informed responses, leading to improved customer satisfaction.

The other options do not support effective tracking of customer interactions. Resetting ticket statuses regularly may create confusion about the current progress of customer inquiries. Limiting access to previous tickets prevents agents from reviewing important historical context that can guide their interactions. Ignoring old tickets during busy hours undermines the ability to maintain continuity and consistency in customer service, as important information may be overlooked. Hence, relying on the customer history feature is essential for a holistic approach to managing customer relationships within Zendesk.