How to Use Zendesk

Getting started with Zendesk

In this guide, you'll learn how to set up Zendesk for your customer support needs, create your first support ticket, and optimise your workflow for better results.

Step 1: Sign up and set up

1. Go to Zendesk's website.
2. Click on the "Get started" button at the top right corner.
3. Choose the "Start free trial" option. Fill in your details and create an account.
4. Once logged in, follow the onboarding prompts to set up your account. You'll be guided to customise your support channels, such as email and chat.

Step 2: Your first support ticket

1. In the Zendesk dashboard, click on the "Tickets" tab on the left sidebar.
2. Click the "Add ticket" button.
3. Fill in the customer’s email address, subject, and description of the issue.
4. Assign the ticket to an agent by selecting their name from the "Assignee" dropdown.
5. Click the "Submit" button to create the ticket.

Step 3: Get better results

1. Use tags to categorise tickets effectively. While creating a ticket, add relevant tags in the "Tags" field to help with reporting and ticket management.
2. Set up triggers in the "Admin" section to automate responses for common queries.
3. Enable AI-powered features under the "Settings" menu, such as "Answer Bot," to assist customers instantly.

Pro tip

Take advantage of the "Macros" feature in Zendesk. Create pre-set responses for frequently asked questions to save time when responding to tickets.

Common mistake to avoid

A common mistake is neglecting to customise your automated responses. Make sure to tailor them to match your brand's voice and include relevant information to avoid confusion.