How to setup Zendesk - People (Customers and Agents)
Hi peeps,
Happy you made it this far.
I know you’ve been waiting for a while for this to happen, but worry no more as in this video we finally dive into Zendesk and setup your users: end-users and staff members. In Zendesk Support, I demo the following:
Adding End-users
Adding Agents
Adding Custom roles
Adding User fields
Adding Organisational fields
Adding Groups
Adding Organisations
Settings for Agents
Settings for Customers
Lots of theoretical advice and best practices which have been gathered from my 8 years of experience.
The Process and what has been covered:
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 ✅
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
Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
Technical assistance - An overview of security, email and domain setup
Launch - A review checklist for setup
Handover
I mark with ✅ what has been covered already.
The video
f you have any questions or thoughts on the video, I encourage you to please write to me.