How to setup your Zendesk - Ticketing (part 2)

In today’s video we are discussing Zendesk ticketing, workload visibility and improving agent productivity. The following topics are covered in the video:

• Views

• Macros

• Tags

• Ticket Settings

The Process and what has been covered:

1. Learn/Discovery - The phase which we discuss everything related to your business

   • Kickoff - Meet and greet and establishing project participants ✅

   • Customer preparation

     • Business requirements - Details about a project scope and objective ✅

     • Business flows - A collections of everything that will be handled in your customer service tool and beyond ✅

     • Training - Zendesk trainings are free now trainings.zendesk.com ✅

   • Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features ✅

2. Design sessions

   • General walkthrough - What the system can do given the processes discussed ✅

   • People - Defining types of users, How TOs and Best practices ✅

   • Ticketing - Defining data collection, How TOs and Best practices ✅

   • Channels - Setup for different channels How TOs and Best practices

   • Business rules - Automating How TOs and Best practices

   • Reporting - Overview of data How TOs and Best practices

3. Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows

4. Technical assistance - An overview of security, email and domain setup

5. Launch - A review checklist for setup

6. Handover

I mark with ✅ what has been covered already.

The video

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