Zendesk Onboarding Guide

    Learn how to master Zendesk with Scribe. 📝

    (written by Maddy Osman of The Blogsmith. See full article here.)

    The Zendesk suite offers several products, like support, chat, talk & (of course) sell. 

    In this Page, we'll outline how Zendesk Support to create a simple ticketing system to improve customer experience.

    Share these workflows with your team to get them started with Zendesk and boost productivity.

    Getting started with Zendesk

    If you're new to the platform, check out this video for a quick intro on what Zendesk is and what your team can expect.

    Now, let's get you started. Signing up for Zendesk is simple. All you need is an email address to sign up for the platform’s 14-day free trial — and you don’t even need to enter your credit card details. 

    Scribe Workflow: Getting Started With Zendesk

    Accepting customer tickets through Zendesk

    After you create your Zendesk account, the next step is to set up channels where customers can submit tickets. Zendesk lets you accept tickets through multiple channels, such as: 

    • Text.

    • Voice calls.

    • Email.

    • Social media messengers. 

    Let’s see how you can set up these channels to accept service tickets. 

    Accept Customer Tickets Through Zendesk

    Assigning, merging and solving Zendesk tickets

    Let’s start the Zendesk basics by learning how to manage tickets. 

    Customers may open tickets through multiple channels, but you can view them all on your Zendesk dashboard. Then, you need to assign the ticket to a member of your customer support team. 

    After solving tickets, the customer support agent needs to mark them as solved. In some cases, they may also need to merge two similar tickets. 

    Here’s how the Zendesk ticketing solution works.

    Assign, Merge and Solve Tickets in Zendesk

    Adding a view in Zendesk

    View is a key Zendesk feature. It works by grouping customer issues or tickets based on specific criteria. A view gives the customer support agent an overview of all the tickets relevant to them.

    You can create views based on:

    • The submitter.

    • Assigned date.

    • Organization.

    • Due date.

    Adding a View in Zendesk

    Customizing ticket form in Zendesk

    Customizing ticket form in Zendesk

    You can customize the fields in a customer support ticket form. You’ll have a default ticket form when you first sign in to Zendesk Support, but you can change it based on your needs. 

    Customizing Ticket Form in Zendesk

    Adding agents and admins to a Zendesk account

    Zendesk lets you add an unlimited number of agents and admins to your support account. You can also add a light agent and end users.

    Both agents and end users can create customer support requests.

    Adding Agents and Admins to a Zendesk Account

    Adding Zendesk Chat to your website

    Zendesk offers a chat solution so you can communicate with your customers in real time. You just need to log in to Zendesk Chat to create the widget code, then add that code to your website to enable customer interactions through chat. 

    Adding Zendesk Chat to a Website

    Be a Zendesk Pro!

    Learning how to use Zendesk will empower your customer support team to answer customer questions and solve issues proactively. The platform can also help them streamline the ticket resolution process. 

    Use this template to make your own Zendesk workflows with Scribe — it’s completely free! Create your first Scribe in less than 4 minutes.

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