Zendesk 101: How to use Zendesk for customer support

Getting Started with Zenesk 101

Introduction to Zenesk

• The session welcomes participants and introduces the purpose of learning customer support software, specifically Zenesk.

• Emphasizes the importance of understanding ticket management for efficiency and effective customer support.

Agenda Overview

• The agenda includes a demo on ticketing, editing triggers, creating macros, and connecting email accounts.

• Highlights the transition from shared inboxes (like Outlook or Gmail) to a more scalable ticket interface for managing customer requests.

Ticket Management Workflow

• Introduces the agent dashboard as a central hub for viewing open tickets and updates on ongoing issues.

• Discusses how views can help prioritize tickets based on specific criteria, enhancing organization within teams.

Understanding Ticket Context

• Explains how agents can assess customer inquiries by reviewing ticket details such as requester information and assigned agents.

• Mentions features like auto-assignment of tickets that aid in task delegation, especially beneficial for early-stage companies transitioning from shared inboxes.

Customer Insights and Interaction

• Describes how agents can access customer context through their profiles to personalize interactions based on previous engagements.

• Highlights integration with apps (e.g., Shopify), which provide additional context directly within tickets, improving resolution efficiency compared to traditional inbox methods.

Responding to Tickets Efficiently

• Details the structure of ticket responses, including options for internal notes versus public replies to customers.

Understanding Ticket Statuses in Zenesk

Overview of Ticket Statuses

• The admin center is the primary location for managing account settings, including ticket statuses.

• New Status: Indicates a request has been received but not yet opened or assigned to an agent.

• Open Status: Signifies that a ticket is ready for an agent's attention and the customer awaits a response.

• Pending Status: Used when waiting for additional information from the end user to resolve their issue.

• On Hold Status: Requires enabling; recommended when awaiting third-party information. Best practice includes informing customers before placing tickets on hold.

Finalizing and Closing Tickets

• Solved Status: Indicates no anticipated follow-up questions; if further inquiries arise, Zenesk will reopen the ticket.

• Once a solved ticket transitions to closed status, it cannot be reopened. Zenesk automatically closes tickets after 4 days in solved status, though this timing can be adjusted.

Autoresponse Configuration

• Confirming successful submission of support requests is considered an industry best practice.

• To set up autoresponses, navigate to triggers within the admin center under objects and rules.

• It’s advised not to delete default triggers; instead, deactivate them if unnecessary by selecting the option from the menu.

Editing Trigger Messages

• The trigger named "notify requester" sends confirmation emails upon ticket creation.

• Default message copy contains placeholders (e.g., ticket number), which should be retained for dynamic content generation.

Utilizing Macros for Efficiency

• Macros allow agents to send templated responses quickly and update ticket properties simultaneously.

• Admin-created shared macros can streamline communication across all agents or specific groups.

Example Macro Creation

Zenesk 101: Streamlining Customer Support

Creating and Using Macros

• A macro can be created to send a separate message to the shipping partner for updates while keeping the context within the ticket hidden from the customer.

• To save a macro, click "create macro" at the bottom of the interface. This allows agents to apply multiple actions with ease.

• Agents can navigate back to support and select a ticket, where they will find an option to apply macros previously created.

Connecting External Email Addresses

• In the admin center, locate the channel section and click on email settings. Select "connect external address" for integration.

• Choose your email provider; for Gmail, follow specific setup wizard instructions after selecting it as your connector.

• After connecting an email account, a verification process occurs, allowing incoming customer emails to be converted into tickets in Zenesk.

Ticket Management and Reporting

• A test email sent to the connected Gmail account demonstrates how it appears as a ticket in Zenesk. Public replies confirm successful ticket creation.

• Most components of a ticket are usable for creating reports in Explore, providing insights that can inform product decisions or improve support workflows.

Navigating Your Account

• The help center is accessible via a question mark icon; it offers quick assistance through chat widgets available Monday to Friday.

• Users can find billing information by navigating through account settings. Access additional products like Help Center and Chat if using Zenesk Suite.

Conclusion of Demo