Thank you for this! I have an interview for a job where they said they'd prefer someone who had experience with zendesk. I obviously don't so I was looking for a tutorial that could help me understand so that I can at least tell them I have a decent understanding of how it works lol
Hi, I am totally new to Zendesk. While applying for a job as a Freelancer, I came across requirement for Zendesk knowledge multiple times and I had no idea about it. Finally I got to know the basics of it. Thank you for making such a great and simple to understand video. A lot of more is still to be learned about Zendesk, however, it has been a good start today. Thanks again. Astral Web Inc.
Thank You for offering this learning tutorial on Zendesk for Beginners. I have just entered back into the workforce, and i was applying for amazon to work remotely from home, and that was one of the requirement, so I came here and fount your basic beginner strategy. I truly appreciate you, and I'm hoping it all works out for me wish me luck. 🙂Also, I have subscribed as well !
This was excellently done. I appreciate you so much. I took extensive notes, I feel like I could quickly learn how to use ZenDesk now as a support agent.
Wooow bro ty so much, my English in not really good , but the way that you explained the whole tutorial was really clear ! I will be back if need some help on my way !!
@Amy Bradley yes the customers are the first ones to ask a question and the business will answer back. it's good for your team to share with you their flow and how to answer questions as a standard
currently only one other video on how to allow opening tickets directly from email (ua-cam.com/video/0LfBuGmKSYI/v-deo.html) . We have received many requests, so i will try to expedite the next batch of tutorials. if you have any specific topics you'd like us to cover, let me know. :)
Would you please explain if I can auto response to the new tickets just came to the Q by respond depending on the Customer Language as a welcome respons till an Agent replays ?
depends how customers create tickets (via form, via email)? - and also on the language. you can check - support.zendesk.com/hc/en-us/articles/203663346-Detecting-an-end-user-s-language-from-an-email-message
Is it possible to assign specific tickets or situatoins to specific agents as well ? Like if i have an employee that is doing well in different kind of stuff but i dont wanna give him an admin role... can i asign him to many different topics?
yes you can. you will want to consider 2 parts. #1 - you will want to create "groups" and assign specific agents only to specific business groups. #2 - you will want to edit each of the agents and assign the relevant "access". for example "access" to tickets in agents group you may also want to think about "triggers" that can automatically assign tickets to specific agents or groups based on ticket data/fields, etc
thanks for the awesome tutorial! If i wanted to have a view that only included tickets between certain times (for example 12am - 12pm) is there a way to do that?
unfortanely you cannot do that easily. in theory you can use the apis to scan the tickets and create a "hidden" field that had the hour of the ticket and then create a view based on it but you would need a developer to make that work.
There are different types of views. Personal and shared. If you have a personal one that you change only for yourself. If admin changes a shared view then it changes for everybody
Hei hei. Thank you so much for this video. I am working for a company using zendesk and being responsible for our customer service. Wow, this gives me a better idea of how to optimize the basics. Yet one important question remains : how can we change the optic of our email template? Currently, the emails our end-users get are white and plain and not very friendly. I want to integrate our brand logo, our corporate colors and maybe a hyperlink and just make it look more professional. Can you give us an advice, please? Or maybe we can email? Best wishes and Thank you. :)
hi lou. you will need to add html styling to change the look of these emails. are you familiar with code? if not, you will need a frontend developer. task is pretty simple and straight forward for any frontend developer.
@@Astralwebincloves heii. Thank you so much for your answer. So great. Actuallly, I have no profound experiences with html, only When I edit something on our web Page (but I switch from html Review to the Text edit viewer). So do you think I can do that ? Unfortunately, a Frontend Developer close by here could be difficult to find. Or do you know simeone who can do this online? Best wishes, Lou
@@lougabbiana4802 in this case you would have to hire a developer to assist you. the best way to proceed is to make a design you want and then find a developer online to assist code it. depending on the complexity of the design i would probably estimate code to be between $50-$150
yes the video is showcasing the "pro" plan. a far majority of the walkthrough features are in the "basic" plan.for a comparison you of features you can view at www.zendesk.com/support/compare/
Hi, please tell me regarding the work flow i mean if the ticket is open,pending, or new then the notification will be send to the cc management. How i can do this in the settings.
1. you can add "cc" on a ticket to get all email notifications. 2. you will need to use trigger if you want to add more specific notifications can you specify more about your desired business flow?
is there an easy way to add categories & subcategories when closing a ticket? I want agents to be required to put all tickets into a category & select a subcategory (based on the category chosen) to help do report readouts on customer tickets worked on thru zendesk.
there is no simple way to do this as far as relationships bteween fields. in the past we have created the first level of categories and created multiple additional secondary fields that have all options and a new field that combines the two and saves it. its a custom workaround that is done in the background that needs a specialist.
Who can hire us as an agent on zendesk? Where to apply can you help? I have customer jn service experience and Email handling experience 13 months experience
you will want to pay attention to the ticket status. especially you should save a ticket update as "pending" when you want to know that customer needs to feedback back to you and when they update back to "open"
I am just getting my account set up and it will be taking over my companies traditional email customer service. I will be integrating 4 separate email addresses into Zendesk. Each agent has their own email right now. Is there a way to keep it so that the agents who have always been assigned to one email address get only the emails that go to that email address?
Hello I’m trying to determine how to set up the Marcos we do a device repair and maintenance and believe communication is key to the client how would the Marcos play apart I that ?
Macros are saved responses that are common answers or text for your business and customers. You would use these to keep a consistent voice and save time of your customer service REP's by saving responses to questions that are asked repeatedly. For example if you repair watches, you would have a pricing macro, a shipping pricing macro, a faq macro, etc.
you can use automations to set a certain number of hours to email yourself. see more at support.zendesk.com/hc/en-us/articles/203660276-Use-automations-to-send-alerts-when-a-ticket-needs-a-reply
Great video but I was hoping to see how a user would actually submit a ticket. I know they can email a ticket but can't they be sent to a web form with the dropdowns and choices?
Sorry but currently don’t have a video for this. Will note for future content ideas. For time being the best reference is support.zendesk.com/hc/en-us/articles/203661616-Creating-ticket-forms-to-support-multiple-request-types-Professional-add-on-and-Enterprise-
Is Zendesk capable of multi level escalations automatically w/o choosing the assignee? How? ex: Once agent submits a case the ticket will escalate to Operations team to validate. If they click Submit case or ticket will escalate automatically to technical group.
yes. zendesk can achieve this by using "triggers". note that depending on the level of "validation" you might have to create apps for this but in general you can achieve this. for "triggers" you will need to look into "conditions" and then "actions" part of a trigger. for example - condition -> "ticket is updated" then "action" -> "assigne = "new group you want to assign".
depending on what you need and which package you have, you can build your own of you can use existing reports (for example for SLA - support.zendesk.com/hc/en-us/articles/208018217-SLA-reporting-dashboard-overview-Professional-and-Enterprise-)
here's a starting point: What type of work, usually one of these: Migration, integration, help center, process improvement, assessment, app development, configuration. Overall: • How many agents - approximates total complexity • How many Triggers/automations? • How are you using tags? • How many Views do you have? • How many custom fields do you have? • What are you main workflows? • How large is your backlog? Is that consistent or varies widely? Migrations: • What is the origin system? Desk, Freshdesk, Zendesk, Parature, Salesforce, other • What is the ticket volume? • What data is needed on the tickets? • Metadata (fields, dates, etc) • Ticket comments * Are attachments needed? • Agents • How granular - can all agent comments be attributed to the assigned agent? Or do we need individual comments attributed to each agent (Note: this is a mapping complexity. Less complexity saves time). Integration: • What are we integrating? - Salesforce, Magenta, Shopify, Jira, Instagram, etc • Is there a Marketplace app available? • Does it meet the needs? • If not, what is missing? • If missing - can we redefine requirement to use the existing app. Alternatively, can we use the existing app then supplement with custom code to just pull in additional information using data the app has already gotten Help Center: • What scope of changes? • Organization - help categorize and move articles around • Build Design - client has a design with specifications. Varies from “copy this site” to “we have a style guide” • Create Design - create a design from an existing site or from client description Process Improvement • What processes are we looking to improve? • Need information. About workflows • What happens when a ticket comes in? • Categorization? • How do groups work in your organization? • What are pain points? • Ticket management • Backlog • Time spent per ticket • Ticket deflection needed • Agent quality varies • Customer satisfaction low • Etc • What apps are installed? How are they used? Assessment: • People - users, agents, groups - how are they organized • Organizations - how are you using them? Have you added fields or tags? • Tagging - how are tags used • Forms - how many, what are purpose of each? • Macros - how many, how are they used? Are there agent responses often used but not captured in macros? • Brands - in use? How many? Are agents the same across brands? How do responses and process change with each brand? • Views - how many? Are views actionable? What columns are used to sort and group in Views? Do you have more than 12 (means. Lovely Views should be used) • SLAs - are they in place? What criteria? Do you have actual SLAs with your customers? • Time Tracking - are you using it? Do know know/care how long a ticket takes to solve? What are your goals for responsiveness and closing out tickets? • Channels - what intake points do you have? Do you take cols outside of Zendesk? What about other communications? • Business Rules - how many Triggers, what are they for (high level). When you close tickets do they often reopen? What reopens ticket? How are you using ticket status? • Search - what terms are being searched for? Do articles cover search terms well? When searches redone and tickets are submitted, why? • Global settings - can any one submit a ticket? Are business hours setup and used? How do responses change outside business hours? • Extensions - external targets, what are they? How are external tools like Slack or Hipchat used? How are agents notified about tickets? Do they “live” in zendesk or get emails? • Reporting - how do you use reports? Do the standard insights reports work for you? What other metrics have you created? What else do you need to measure (driven by business objectives) • Apps - whaat is installed, how are they used? • Skills based routing - are you using skills? How are they setup? App Development • What functions do you need? • Are there existing marketplace apps? • Can the function be handled with triggers and targets or is aa script required? • Who would host the scripts? Who will update and maintain scripts? Configuration - • Mostly same as assessment but focused on changes to be made.
when you setup zendesk configuration, you can specify an email address (from your own domain) (visit - settings - channels - email - create new address). Any emails incoming to address setup will open a ticket. you can also look at triggers to specify what you want to do. for example - content of email has word "MOT" and then do a specific action of open ticket, etc. hope that helps
Do you have a video that helps set up a company specific email with an automatic reply? If so, does that video also show how to set up the DNS properly?
each ticket/question is opened by a customer/a person. "user" fileds are specific information that are connected to the "user"/the customer. ticket fields are pieces of information connected to the ticket/ the question. hope that helps.
Useful, couldn't watch all, this video needs to be cleared of audio spikes. Painful experience using studio headphones. 14:0915:0915:36 and everywhere...
if you would like to create multiple forms on your site with different setup, you will need to have the "professional" or "enterprise" plans . You can visit Admin > Manage > Ticket Forms for setup and read more at support.zendesk.com/hc/en-us/articles/203661616-Creating-multiple-ticket-forms-to-support-different-request-types-Professional-add-on-and-Enterprise-
1. are you sending emails from zendesk email OR your own business domain email? 2. Have you modified any default email sending settings? 3. Has customer checked spam box? 4. Is this issue consistent with all customers or only some? 5. Can you replicate the issue yourself with your domain email?
@@Astralwebincloves 1. own business domain email. 2. yes 3. i did a few test emails with my personal email, none sent through. 4. all. 5. yes i did. The main issue is that when i add a new ticket (brand new email) to a customer i have not previously contacted, they will not recieve the email. Then if i send a second email, they recieve both
@@alanahchammas5690 please check a ticket that you think should have sent an email, open that ticket, scroll to bottom and click on "conversations" dropdown. then change to "events". Do you see a "email notification" row? If not, your trigger is probably set up in the wrong way. Try to test it with a new ticket again and check "events"
sorry not yet. since the video was made, zendesk changed the reporting system and we havent had a chance yet to make it. it's in our todo list but will honestly take some time. as soon as its ready i can update you and also this video description
@@Astralwebincloves Yes, the new function called explore. I startet two weeks ago with the configuration of zendesk and the explore feature is complete new. It would be great when you could inform me.
yes very sorry about this. the video was a big hit (for our channel size) and we decided to keep it to not remove all the views and especially comments with important questions and answers. we have since purchased a shure sm7b microphone and audio quality is much much better now.
@@Astralwebincloves nice of you to get back to me anyway. I'm building a new ZenDesk instance after years of Salesforce, so this bud was a great primer :)
Please buy pop-filter so you don't hurt everyone's ears with the "PHH(s)" and hard transitions. Also please move the mic ABOVE your mouth so you're not speaking DIRECTLY into it. It will also help prevent these flairs with the mic. It happens across the entire video 15:3316:1018:4919:0219:2819:33 ... You get the idea
depends on your setup. you can either setup a form on your website using the embed form, have the customer send an email to your domain email which you connected or custom code with a developer.
@@Astralwebincloves So there are 3 options in zendesk - online , away and invisible. When I click invisible I am not really invisible are the other agents can still see me logged in. Any idea what to about this?
@@maxdogmaddo HI Marcus. You are probably referring to "zendesk chat". This video is for "zendesk support" a different product. In short, the status for zendesk chat is what the frontend customer sees not the internal business/agents see.
Thank you for this! I have an interview for a job where they said they'd prefer someone who had experience with zendesk. I obviously don't so I was looking for a tutorial that could help me understand so that I can at least tell them I have a decent understanding of how it works lol
Good luck on the interview!
Hey I’m in the same boat as you, hope your interview went well!
How did you make?
I also have an interview coming up as well; that’s why I’m on here also.
@@davinaspinks2614 Thank you
Hi, I am totally new to Zendesk. While applying for a job as a Freelancer, I came across requirement for Zendesk knowledge multiple times and I had no idea about it. Finally I got to know the basics of it. Thank you for making such a great and simple to understand video. A lot of more is still to be learned about Zendesk, however, it has been a good start today. Thanks again. Astral Web Inc.
Rajneesh Malhotra your welcome. Happy you liked it
This was one of the BEST tutorial overviews I have ever seen!!! Fantastic job.
Thanks Marcia! appreciate it!
@@MrRusell86 she said what she said, fuck off man
@@MrRusell86 Your papa left yansh, carry learning for head like idiot, fuck off fo
Fool**
@@MrRusell86 your father left Yansh Werey, God punish you.
We migrating to Zendesk.. This was my first video and bloody brilliant.. 👏 👏 👏
happy to hear. good luck.
I love this.Most of the clients i encounter is looking for someone who knows zendesk.
This is easy to understand.Great job :)
thanks!
Thank You for offering this learning tutorial on Zendesk for Beginners. I have just entered back into the workforce, and i was applying for amazon to work remotely from home, and that was one of the requirement, so I came here and fount your basic beginner strategy. I truly appreciate you, and I'm hoping it all works out for me wish me luck. 🙂Also, I have subscribed as well !
This was excellently done. I appreciate you so much. I took extensive notes, I feel like I could quickly learn how to use ZenDesk now as a support agent.
much appreciated! this is why we make these videos. thanks again
This is so helpful and gives more than enough insight to a beginner
Wooow bro ty so much, my English in not really good , but the way that you explained the whole tutorial was really clear ! I will be back if need some help on my way !!
Perfect tutorial for basics. Thank you so much!
Have my thumbs up Sir, I'm applying to jobs where "zendesk knowledge is a plus", so very helpful! Thanks
good luck on your next job!
Very helpful for beginners! At least I have some knowledge about Zendesk. Thx a lot 👍🏾
THANK YOU!! Very helpful for an absolute beginner. :)
:)
This seems really straightforward and simple.
happy you see it as simple!
gonna have to keep watching this to get the hang of it.
The best tutorial I have ever seen. Thank you for making such a useful video 😊😊
thanks! REALLY appreciate it!
Looking for Libby
Thx so much fo great tutorial we just started to use it today but seemed so confusing but watching your video I got the concept
happy to hear its a little bit easier now. feel free to ask more questions if you have
You guys offer the best tutorials .Love this
This is the best tutorial ever on Zendesk
Wondeful, You Help me a lot
very happy to hear. continuing to make more videos
Thank you for this video! It is exactly what I was looking for!
Ivan Vugrin your welcome!
@Amy Bradley yes the customers are the first ones to ask a question and the business will answer back. it's good for your team to share with you their flow and how to answer questions as a standard
Thank you. Zendesks own overview video makes it looks like a bag of bones
This was SOOOOO HELPFUL! Did you ever create the video for ZenDesk reporting?
happy to hear. unfortunately havent created it yet. its in todo list.
It was great learning about macros, copy paste!!
:)
Very informative video , thank you for your efforts!!
your welcome. happy you liked it
This was an excellent tutorial. Thank you!
Diane Michaels your welcome. Happy you liked it!
@@MrRusell86 thanks for the comment. noted
Thank you.., very good guidance for a beginner.
your welcome~
Great video for the basics which is exactly what I needed. 🎉 but you need a new mic
Very informative and helpful. Thanks a lot!
your welcome!
Awesome video, Thanks for making
Your welcome
This is a tremendous help! Thanks!
thanks for the passion. your welcome!
This video is perfect.
Thank you for your video it helped me greatly.
your welcome!!
nice one! easy to understand for beginners...
thanks Emz!!!
Hi, please, can I set call option on Zendesk ? Can I chat customers in Zendesk instead of solving their tickets via email ? How can I set this up ?
Thanks for the good tutorial this will help me a lot on my first job!
marc librea good luck on your new job
great easy to follow Thank you
:)
Thank you for great tutorial. Do you have any additional videos about Zendesk? Or is this only one?
currently only one other video on how to allow opening tickets directly from email (ua-cam.com/video/0LfBuGmKSYI/v-deo.html) . We have received many requests, so i will try to expedite the next batch of tutorials. if you have any specific topics you'd like us to cover, let me know. :)
Thank you for this! ❤️
Your welcome !
Excellent effort! Thanks!
your welcome!
Awesome work, thank you so much.
your welcome!
This is really helpful. Thank you!
Maria Moran your welcome
Would you please explain if I can auto response to the new tickets just came to the Q by respond depending on the Customer Language as a welcome respons till an Agent replays ?
depends how customers create tickets (via form, via email)? - and also on the language. you can check - support.zendesk.com/hc/en-us/articles/203663346-Detecting-an-end-user-s-language-from-an-email-message
Do you have a video on how to create Custom Forms in Zendesk?
sorry but currently dont have one. placing this idea for video in to do lists.
Is it possible to assign specific tickets or situatoins to specific agents as well ? Like if i have an employee that is doing well in different kind of stuff but i dont wanna give him an admin role... can i asign him to many different topics?
yes you can. you will want to consider 2 parts.
#1 - you will want to create "groups" and assign specific agents only to specific business groups.
#2 - you will want to edit each of the agents and assign the relevant "access". for example "access" to tickets in agents group
you may also want to think about "triggers" that can automatically assign tickets to specific agents or groups based on ticket data/fields, etc
thanks for the awesome tutorial! If i wanted to have a view that only included tickets between certain times (for example 12am - 12pm) is there a way to do that?
unfortanely you cannot do that easily. in theory you can use the apis to scan the tickets and create a "hidden" field that had the hour of the ticket and then create a view based on it but you would need a developer to make that work.
Hi Astral,
If we change the view or etc will that reflect to all of our team or just for me?
There are different types of views. Personal and shared. If you have a personal one that you change only for yourself. If admin changes a shared view then it changes for everybody
such a helpful video! Cheerz!
Happy to hear!
I like this program
:)
Thanks so much for this!
:)
Great video Thank You! Which plan do you have?
the one recording in this video was the "professional" plan
None
Hei hei. Thank you so much for this video. I am working for a company using zendesk and being responsible for our customer service. Wow, this gives me a better idea of how to optimize the basics. Yet one important question remains : how can we change the optic of our email template? Currently, the emails our end-users get are white and plain and not very friendly. I want to integrate our brand logo, our corporate colors and maybe a hyperlink and just make it look more professional. Can you give us an advice, please? Or maybe we can email? Best wishes and Thank you. :)
hi lou. you will need to add html styling to change the look of these emails. are you familiar with code? if not, you will need a frontend developer. task is pretty simple and straight forward for any frontend developer.
@@Astralwebincloves heii. Thank you so much for your answer. So great. Actuallly, I have no profound experiences with html, only When I edit something on our web Page (but I switch from html Review to the Text edit viewer). So do you think I can do that ? Unfortunately, a Frontend Developer close by here could be difficult to find. Or do you know simeone who can do this online? Best wishes, Lou
@@lougabbiana4802 in this case you would have to hire a developer to assist you. the best way to proceed is to make a design you want and then find a developer online to assist code it. depending on the complexity of the design i would probably estimate code to be between $50-$150
Good job.....very helpful
:)
This was great!!
:)
I created a zendesk trial account and was immediately locked out so I couldn't practice and know how the interface look like.
In the views.. can we export the tickets data may be to an excel sheet Or some other format… .
yes you can export. see instructions at support.zendesk.com/hc/en-us/articles/4408886165402-Exporting-data-to-a-JSON-CSV-or-XML-file
Thanks a lot! It was so useful.
:)
In order to be able to use everything you discussed in your video, we would have to purchase pro or is that included in the basic plan?
yes the video is showcasing the "pro" plan. a far majority of the walkthrough features are in the "basic" plan.for a comparison you of features you can view at www.zendesk.com/support/compare/
Great Video Thanks :)
your welcome!
thank you for the video but i will need your help personally. I look forward to you reaching out.
you can email us from www.astralwebinc.com/contact/ . looking forward.
this is very helpful
happy to hear!
Hi, please tell me regarding the work flow i mean if the ticket is open,pending, or new then the notification will be send to the cc management. How i can do this in the settings.
1. you can add "cc" on a ticket to get all email notifications.
2. you will need to use trigger if you want to add more specific notifications
can you specify more about your desired business flow?
is there an easy way to add categories & subcategories when closing a ticket? I want agents to be required to put all tickets into a category & select a subcategory (based on the category chosen) to help do report readouts on customer tickets worked on thru zendesk.
there is no simple way to do this as far as relationships bteween fields. in the past we have created the first level of categories and created multiple additional secondary fields that have all options and a new field that combines the two and saves it. its a custom workaround that is done in the background that needs a specialist.
Thanks for the tutorial
your welcome! :)
Who can hire us as an agent on zendesk? Where to apply can you help?
I have customer jn service experience and
Email handling experience
13 months experience
Hi. Great Vid. Very helpful. I'd like to ask tho, how do you know if a new comment has been added to an open ticket by the end user?
you will want to pay attention to the ticket status. especially you should save a ticket update as "pending" when you want to know that customer needs to feedback back to you and when they update back to "open"
@@Astralwebincloves understood. Thanks much.
@@moody2439 your welcome
why i dont see Dashboard on homepage .... instead i see The Support Suite ..... can anyone help me pls.....
Internal note doesn't work properly when I tested it - anything I typed in the internal note automatically appeared in the public note..
can you share more about your step or even post a walkthrough video so we can see how to help?
I am just getting my account set up and it will be taking over my companies traditional email customer service. I will be integrating 4 separate email addresses into Zendesk. Each agent has their own email right now. Is there a way to keep it so that the agents who have always been assigned to one email address get only the emails that go to that email address?
yes you can . you will want to setup a "trigger" with the "received at" email address and then use "action" to assign a ticket
Hello I’m trying to determine how to set up the Marcos we do a device repair and maintenance and believe communication is key to the client how would the Marcos play apart I that ?
Macros are saved responses that are common answers or text for your business and customers. You would use these to keep a consistent voice and save time of your customer service REP's by saving responses to questions that are asked repeatedly. For example if you repair watches, you would have a pricing macro, a shipping pricing macro, a faq macro, etc.
Hello,
If a customer requests me to call back, can i set an alert to remind me to complete the outbound call ?
you can use automations to set a certain number of hours to email yourself. see more at support.zendesk.com/hc/en-us/articles/203660276-Use-automations-to-send-alerts-when-a-ticket-needs-a-reply
Great video but I was hoping to see how a user would actually submit a ticket. I know they can email a ticket but can't they be sent to a web form with the dropdowns and choices?
dibbkd dibbkd yes customers can fill out a form either created by zendesk or developer coded apis and embedding on site.
@@Astralwebincloves OK cool, do you have a video showing that feature? That's kinda where I'm stuck at.
Sorry but currently don’t have a video for this. Will note for future content ideas. For time being the best reference is support.zendesk.com/hc/en-us/articles/203661616-Creating-ticket-forms-to-support-multiple-request-types-Professional-add-on-and-Enterprise-
@@Astralwebincloves OK thanks I will check it out. I appreciate your very prompt replies!!
@@kevindibb6534 your welcome. let us know if you have any issues with instructions in link
Is Zendesk capable of multi level escalations automatically w/o choosing the assignee? How?
ex: Once agent submits a case the ticket will escalate to Operations team to validate. If they click Submit case or ticket will escalate automatically to technical group.
yes. zendesk can achieve this by using "triggers". note that depending on the level of "validation" you might have to create apps for this but in general you can achieve this. for "triggers" you will need to look into "conditions" and then "actions" part of a trigger. for example - condition -> "ticket is updated" then "action" -> "assigne = "new group you want to assign".
Hello Astral Web. where can i get sample tasks to solve on zendesk so i can practice in case i get a job.
just think of times that you have contacted customer services as a customer and make those.
Just wanted to check, if Zendesk is used for technical documentation?
not sure i understand. can you explain your question in more detail?
Watch at 1.25x speed.
good idea.
How can I generate a reports in Zendesk (productivity, SLAs..) can it be exported to exel
depending on what you need and which package you have, you can build your own of you can use existing reports (for example for SLA - support.zendesk.com/hc/en-us/articles/208018217-SLA-reporting-dashboard-overview-Professional-and-Enterprise-)
Hi nice video, I would like to ask whether it is possible for end users ( not agent) to view their ticket in web not in their email. thank You
yes it is but you will need to add "zendesk guide" plan on top of "support"
awesome!
:)
Thank you that was helpful
your welcome! anything else we can make to help you out?
How I can Perform requirements gathering and process mapping of Zendesk modules?
here's a starting point:
What type of work, usually one of these:
Migration, integration, help center, process improvement, assessment, app development, configuration.
Overall:
• How many agents - approximates total complexity
• How many Triggers/automations?
• How are you using tags?
• How many Views do you have?
• How many custom fields do you have?
• What are you main workflows?
• How large is your backlog? Is that consistent or varies widely?
Migrations:
• What is the origin system? Desk, Freshdesk, Zendesk, Parature, Salesforce, other
• What is the ticket volume?
• What data is needed on the tickets?
• Metadata (fields, dates, etc)
• Ticket comments
* Are attachments needed?
• Agents
• How granular - can all agent comments be attributed to the assigned agent? Or do we need individual comments attributed to each agent (Note: this is a mapping complexity. Less complexity saves time).
Integration:
• What are we integrating? - Salesforce, Magenta, Shopify, Jira, Instagram, etc
• Is there a Marketplace app available?
• Does it meet the needs?
• If not, what is missing?
• If missing - can we redefine requirement to use the existing app. Alternatively, can we use the existing app then supplement with custom code to just pull in additional information using data the app has already gotten
Help Center:
• What scope of changes?
• Organization - help categorize and move articles around
• Build Design - client has a design with specifications. Varies from “copy this site” to “we have a style guide”
• Create Design - create a design from an existing site or from client description
Process Improvement
• What processes are we looking to improve?
• Need information. About workflows
• What happens when a ticket comes in?
• Categorization?
• How do groups work in your organization?
• What are pain points?
• Ticket management
• Backlog
• Time spent per ticket
• Ticket deflection needed
• Agent quality varies
• Customer satisfaction low
• Etc
• What apps are installed? How are they used?
Assessment:
• People - users, agents, groups - how are they organized
• Organizations - how are you using them? Have you added fields or tags?
• Tagging - how are tags used
• Forms - how many, what are purpose of each?
• Macros - how many, how are they used? Are there agent responses often used but not captured in macros?
• Brands - in use? How many? Are agents the same across brands? How do responses and process change with each brand?
• Views - how many? Are views actionable? What columns are used to sort and group in Views? Do you have more than 12 (means. Lovely Views should be used)
• SLAs - are they in place? What criteria? Do you have actual SLAs with your customers?
• Time Tracking - are you using it? Do know know/care how long a ticket takes to solve? What are your goals for responsiveness and closing out tickets?
• Channels - what intake points do you have? Do you take cols outside of Zendesk? What about other communications?
• Business Rules - how many Triggers, what are they for (high level). When you close tickets do they often reopen? What reopens ticket? How are you using ticket status?
• Search - what terms are being searched for? Do articles cover search terms well? When searches redone and tickets are submitted, why?
• Global settings - can any one submit a ticket? Are business hours setup and used? How do responses change outside business hours?
• Extensions - external targets, what are they? How are external tools like Slack or Hipchat used? How are agents notified about tickets? Do they “live” in zendesk or get emails?
• Reporting - how do you use reports? Do the standard insights reports work for you? What other metrics have you created? What else do you need to measure (driven by business objectives)
• Apps - whaat is installed, how are they used?
• Skills based routing - are you using skills? How are they setup?
App Development
• What functions do you need?
• Are there existing marketplace apps?
• Can the function be handled with triggers and targets or is aa script required?
• Who would host the scripts? Who will update and maintain scripts?
Configuration -
• Mostly same as assessment but focused on changes to be made.
how do you create a ticket from an email with a particular word that will always be in the email content from the user ie. MOT
when you setup zendesk configuration, you can specify an email address (from your own domain) (visit - settings - channels - email - create new address). Any emails incoming to address setup will open a ticket. you can also look at triggers to specify what you want to do. for example - content of email has word "MOT" and then do a specific action of open ticket, etc. hope that helps
Do you have a video that helps set up a company specific email with an automatic reply? If so, does that video also show how to set up the DNS properly?
sorry but currently we do not have such a video. have placed it in the "future list" for videos to do.
Bummer! Thanks for your quick response! Are you of anybody who would be able to walk me through the process? @@Astralwebincloves
Hi, please let me know the difference between ticket fields and user fields?
each ticket/question is opened by a customer/a person. "user" fileds are specific information that are connected to the "user"/the customer. ticket fields are pieces of information connected to the ticket/ the question. hope that helps.
Useful, couldn't watch all, this video needs to be cleared of audio spikes. Painful experience using studio headphones. 14:09 15:09 15:36 and everywhere...
Oh, I really thought it's my headset having a static sound. Thinking gonna need a new one.
I put it on 1.75 speedm perfection
David Thompsom :)
I did the same. 👍
Hi everyone,How do i put prospect option on the add drop box to set up leads?...pls help im a beginner.
can you explain your requirement in more detail (maybe give an example)?
@@Astralwebincloves I wanna add lead,so the add option after import there should be PROSPECT option but i do not have it
@@tinovalentine9592 what method are you importing? can you explain more?
Can we set up a one on one video conference? I have some questions?
email me at info@astralwebinc.com . we can offer consultation sessions.
Can we call external API's with zendesk ?
Yes with development of apps
As this is free for 14 days only...Is there any alternative which is free for lifetime
Sorry not familiar with try alternatives that are as good
Anybody knows how to merge tickets on the mobile app?
I Want to add A new submittion forms how i can do this ?
if you would like to create multiple forms on your site with different setup, you will need to have the "professional" or "enterprise" plans . You can visit Admin > Manage > Ticket Forms for setup and read more at support.zendesk.com/hc/en-us/articles/203661616-Creating-multiple-ticket-forms-to-support-different-request-types-Professional-add-on-and-Enterprise-
URGENT: I am having problems with new tickets (emails).
Everytime i send an e new ticket, the reciever is not getting them! Do you know why?
1. are you sending emails from zendesk email OR your own business domain email? 2. Have you modified any default email sending settings? 3. Has customer checked spam box? 4. Is this issue consistent with all customers or only some? 5. Can you replicate the issue yourself with your domain email?
@@Astralwebincloves
1. own business domain email.
2. yes
3. i did a few test emails with my personal email, none sent through.
4. all.
5. yes i did.
The main issue is that when i add a new ticket (brand new email) to a customer i have not previously contacted, they will not recieve the email. Then if i send a second email, they recieve both
@@alanahchammas5690 have you modified the "trigger" called "Notify requester of received request" in anyway?
@@Astralwebincloves yes
@@alanahchammas5690 please check a ticket that you think should have sent an email, open that ticket, scroll to bottom and click on "conversations" dropdown. then change to "events". Do you see a "email notification" row? If not, your trigger is probably set up in the wrong way. Try to test it with a new ticket again and check "events"
Is there a number
Is the reporting video also available?
sorry not yet. since the video was made, zendesk changed the reporting system and we havent had a chance yet to make it. it's in our todo list but will honestly take some time. as soon as its ready i can update you and also this video description
@@Astralwebincloves Yes, the new function called explore. I startet two weeks ago with the configuration of zendesk and the explore feature is complete new. It would be great when you could inform me.
@@simonmiller2292 will do
Too late now, but there is a ton of painful, painful mic clipping in this video... gotta turn the dynamic range or the gain up or something.
yes very sorry about this. the video was a big hit (for our channel size) and we decided to keep it to not remove all the views and especially comments with important questions and answers. we have since purchased a shure sm7b microphone and audio quality is much much better now.
@@Astralwebincloves nice of you to get back to me anyway. I'm building a new ZenDesk instance after years of Salesforce, so this bud was a great primer :)
@@HateSpeechMoreLikeBasedSpeech anytime. Happy to hear it helped!
Please buy pop-filter so you don't hurt everyone's ears with the "PHH(s)" and hard transitions.
Also please move the mic ABOVE your mouth so you're not speaking DIRECTLY into it.
It will also help prevent these flairs with the mic.
It happens across the entire video 15:33 16:10 18:49 19:02 19:28 19:33 ... You get the idea
That''s good.
:)
The basis of income is like what?
what do you mean? can you explain more?
How can the customer send me a ticket?
depends on your setup. you can either setup a form on your website using the embed form, have the customer send an email to your domain email which you connected or custom code with a developer.
Hey I try to go invisible but other agents can still see me. Any solution ?
can you explain more about your requirement? not sure i understand
@@Astralwebincloves So there are 3 options in zendesk - online , away and invisible. When I click invisible I am not really invisible are the other agents can still see me logged in. Any idea what to about this?
@@maxdogmaddo HI Marcus. You are probably referring to "zendesk chat". This video is for "zendesk support" a different product. In short, the status for zendesk chat is what the frontend customer sees not the internal business/agents see.