Zendesk Setup - Social Messaging

In today’s Design lesson, we are looking at Zendesk Social Messaging. With social messaging, you can add your company’s social messaging channels to Zendesk. When customers send messages to these channels, the messages become tickets. When your agents reply to the tickets from Support, your customers receive the reply from the social messaging account.

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

   • 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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