Zendesk Explore - How to Create Dashboards and Queries

Zendesk Explore for reporting and analytics is designed to help you analyze, understand, and share your business information. Explore provides powerful, built-in reports that help you to view and analyze key information about your customers, and your support resources.

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

     • Email channel setup ✅

     • Chat ✅

     • Agent workspace ✅

     • Social Messaging ✅

   • Business rules - Automating How TOs and Best practices

     • Triggers ✅

     • Automations ✅

     • SLAs ✅

   • 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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