This launch guide describes the key tasks to get up and running with Zendesk Suite.
For more information about Zendesk Suite, see Getting Started with Zendesk Suite.
The order of these launch tasks is important, although many steps are optional, because there are dependencies between them (one should happen before the other). You should follow the sections in order to get the most from this article.
This article contains the following sections:
Setting up |
|
Defining your organizational structure |
|||||
| Add groups | Intro | Article | Advice | Video | |
| Define custom roles * | Intro | Article | Advice | ||
| Customize user fields | Intro | Article | Advice | ||
| Create organization fields | Intro | Article | Advice | Video | |
| Create organizations | Intro | Article | Advice | ||
| * Available in Enterprise and Enterprise Plus plans. |
|||||
|
Defining your customer support experience |
|||||
| Create brands | Intro | Article | Advice | Video | |
| Add support addresses | Intro | Article | Advice | ||
| Set business schedules | Intro | Article | Advice | Video | |
| Create custom ticket fields | Intro | Article | Advice | Video | |
| Create multiple ticket forms * | Intro | Article | Advice | Video | |
| Customize email notifications | Intro | Article | |||
| * Available in Zendesk Suite Growth plan and above. |
|||||
|
Configuring user access security and authentication |
|||||
| Configure security settings | Intro | Article | Advice | ||
| Configure end-user settings | Intro | Article | |||
| Configure single sign-on | Intro | Article | |||
|
Integrating external apps and services |
|||||
| Add marketplace apps | Intro | Article | Advice | Video | |
| Add 3rd-party integrations | Intro | Article | |||
| Set up notifications to external targets | Intro | Article | Advice | ||
|
Adding your staff members and end users |
|||||
| Create skills for routing * | Intro | Article | Advice | Video | |
| Add agents | Intro | Article | |||
| Set agent roles and access | Article | ||||
| Assign agents to skills * | Intro | Article | Advice | Video | |
| Import end-users | Intro | Article | |||
| * Skills based routing is available in Zendesk Suite Professional plan and above. |
|||||
|
Setting up your help center and creating your knowledge base |
|||||
| Set Guide roles for agents | Article | Advice | |||
| Create user segments | Article | Advice | |||
| Create management permissions | Article | Advice | |||
| Brand your Help Center | Article | Advice | |||
| Customize your Help Center | Article | Advice | |||
| Add categories and sections | Article | Advice | |||
| Add knowledge base content | Article | Advice | |||
| Set team publishing workflows * | Article | Advice | Video | ||
| Set Knowledge Capture workflows ** | Article | Advice | Video | ||
| Create a community | Article | Advice | |||
| Configure content moderation | Article | ||||
| Customize your domain | Article | ||||
| Set up Google Analytics | Article | Advice | |||
|
* Available in Zendesk Suite Growth, Professional, Enterprise, and Enterprise Plus plans. ** Available in Zendesk Suite Enterprise and Enterprise Plus plans. |
|||||
|
Automating support with Answer Bot |
|||||
| Activate and enable Answer Bot | Article | Advice | |||
| View and manage Answer Bot settings | Article | ||||
|
Setting up the Zendesk messaging and live chat channels |
|||||
| Enable Zendesk messaging | Article | ||||
| Create conversation flows in Flow Builder | Article | ||||
| Organize agents into a live chat agent group(s) * | Article | ||||
| Configure chat limits to control how many messaging conversations your live chat agents receive | Article | ||||
| Customize and configure the Web SDK for your help center or website | Article | ||||
| Customize and configure Zendesk messaging for Android and iOS | Article | ||||
|
Setting up the voice channel |
|||||
| Prepare your network | Article | ||||
| Understand Talk number availability | Article | ||||
| Enable Talk | Article | ||||
| Give your agents access to Talk | Article | ||||
| Add telephone numbers | Article | ||||
| Add address | Article | ||||
| Configure general settings | Article | ||||
| Create greetings | Article | ||||
| Configure interactive voice response (IVR) * | Article | ||||
| Configure individual number settings | Article | ||||
| Set up an overflow number | Article | ||||
| Configure voicemail options | Article | ||||
| Enable callback | Article | ||||
| Set up a failover number | Article | ||||
| Enable Text for SMS support | Article | ||||
| * Available in Professional plans and above. |
|||||
|
Defining ticket routing and workflows |
|||||
| Create triggers | Intro | Article | Advice | Video | |
| Set up triggers to route messaging tickets | Intro | Article | |||
| Creating and managing triggers for Answer Bot | Article | ||||
| Create automations | Intro | Article | Advice | Video | |
| Create views | Intro | Article | Advice | ||
| Create macros | Intro | Article | Advice | ||
| Create SLA policies | Intro | Article | Advice | Video | |
Going live |
|
Training your agents |
|||||
| Get started with the Agent Workspace | Article | ||||
| Zendesk agent guide | Guide | ||||
| Zendesk agent training courses | Training | ||||
|
Testing before going live |
|||||
| Test changes in the standard sandbox | Article | ||||
| Use the premium sandbox to test changes * | Article | ||||
|
* Available in Enterprise and Enterprise Plus plans. |
|||||
|
Going live to customers |
|||||
| Activate email forwarding | Intro | Article | |||
| Configure voice channel call forwarding | Article | ||||
| Activate your Help Center | Article | Advice | |||
| Embed Zendesk messaging into your help center or website | Article | ||||
| Embed Zendesk messaging into an iOS or Android app | Article | ||||
|
Adding social messaging channels |
|||||
| Add the Twitter DM channel | Article | ||||
| Add the WhatsApp channel | Article | ||||
| Add the Facebook Messenger channel | Article | ||||
| Add the WeChat channel | Article | ||||
| Add the LINE channel | Article | ||||
| Add Sunshine Conversations channels | Article | ||||
|
Monitoring performance with reporting and analytics |
|||||
| Activate Explore * | Article | ||||
| Give your agents access to use Explore * | Article | ||||
| Create Explore queries and dashboards * | Article | ||||
|
* Explore is available in the Zendesk Suite Professional plan and above. |
|||||
Optimizing and enhancing |
|
Providing global support |
|||||
| Configure your Zendesk to use a follow-the-sun model | Advice | ||||
| Configure Support for your locale and language | Article | ||||
| Set business schedules | Intro | Article | Advice | Video | |
| Add multiple languages to Support * | Article | ||||
| Provide multiple language support with dynamic content * | Article | ||||
| Configure your help center to support multiple languages * | Article | ||||
| Localize help center content * | Article | ||||
| * Available in Zendesk Suite Growth plan and above | |||||
|
Boosting agent and team productivity |
|||||
| Set up agent collaboration using CCs, followers, and @mentions | Article | ||||
| Enable side conversations * | Article | ||||
| Install the Knowledge Capture app | Article | ||||
| Install the Slack app | Article | ||||
| Install the User Data app | Article | ||||
| Install the Time Tracking app | Article | ||||
| Install the Show Related Tickets app | Article | ||||
| * Available in the Zendesk Suite Professional plan and above | |||||
|
Retaining and growing your customer base |
|||||
| Enable CSAT (customer satisfaction) rating | Article | ||||
| Enable satisfaction prediction * | Article | ||||
| Set up Net Promoter Score℠ (NPS®) surveys ** | Article | ||||
| Install the Proactive Tickets app | Article | ||||
| Use Explore to track metrics that improve customer support | Article | ||||
|
* Available in Enterprise and Enterprise Plus plans ** Available as a paid add-on to the Zendesk Suite Growth plan and above |
|||||
Comments
0 comments
Please sign in to leave a comment.