Best practices and how-tos

This article contains a reference list for all of our best practices documentation.

Workflows

• Best practices to prepare for the holiday rush
• Best practices for using Zendesk Advanced AI in your industry
• Boosting team productivity
• Fine Tuning: What to consider when going live with Zendesk Support
• Fine Tuning: How to piece together your ideal Zendesk
• Fine Tuning: Succeeding with SLAs — why, when, and how!

Agents

• Best practices for creating contextual workspaces
• Best practices for setting up your account to get the most out of Agent Home
• Best practices for removing agents
• Best practices for deleting groups
• Zendesk best practices for assessing business impact

Security

• Security best practices

Business rules

• Triggers best practices and recipes reference
• Automations best practices and recipes reference 

Tickets

• Best practices for creating views
• Fine Tuning: Best Practices for Ticket Deflection
• Best practices: using a 'Resolution' field

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You can use our recipes to enhance your support. This article contains a reference list for all of our recipes.

Workflow recipes

• Recipe: Funneling orders through Zendesk Support
• Recipe: Using an About field
• Recipe: Setting up Zendesk Support for gaming
• Gaming companies share tips on using AI in customer support
• Recipe: Setting up basic request ticket forms (Software example)
• Configuring a follow-the-sun global support model
• Tips for better one-touch resolution
• Tips for lowering first reply time
• Tips for improving your customer satisfaction ratings

Approval recipes

• Recipe: Utilizing the light agent role for a customer approval workflow
• Recipe for Approval process

Customer-centric recipes

• Cookbook for the customer-centric company
• Gather customer info for every support request
• Collect customer insights and act on them
• Gather customer info for every support request
• Create meaningful views of your customers
• Collect customer insights and act on them
• Enhancing customer communication, comprehension, and retention with the use of media
• Support recipe: Creating a view to replicate the legacy agent dashboard
• Support recipe: Creating a view to show CSAT ratings without the legacy agent dashboard

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Configuring and managing your Zendesk instance effectively is crucial for delivering outstanding customer support. To kickstart your journey, we've assembled a series of informative videos to equip you with the fundamental knowledge you need. These videos are designed to help new Zendesk administrators understand the basics of Zendesk so that you can confidently navigate, manage, and optimize your account. 

 

Understand the resources you can use to learn about Zendesk, how to access them, and how to get more help when needed. 

 

In this video, you'll learn the foundations of the Zendesk platform, including the types of users you can add and the capabilities each of them has access to.

 

This video explores the three main types of users in Zendesk and their role in managing workflows.

 

Groups and organizations allow you to create specific ticketing workflows. Learn about how these features come together to keep your account organized and efficient.

 

Get to know the Zendesk Marketplace, where you can connect your tech stack for a more seamless agent experience.

 

This video will demonstrate how to automate repetitive manual tasks that your agents must do today using business rules like triggers and automations.

 

Learn how macros can help your team reduce their manual efforts on tickets while saving time and creating consistency across your support processes.

For more information, see these articles:

• Getting started with Zendesk Suite
• Understanding Zendesk Support user roles
  
• About organizations and groups
  
• Zendesk Marketplace
• What is the difference between triggers and automations?
• Creating macros for repetitive ticket responses and actions

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This video series will:

• Deepen your understanding of the differences between chat and messaging for agents and end-users.
• Demonstrate the value of messaging and its impact on the customer experience.
• Give you the tools you and your team need to successfully implement and scale this channel.

In this video, you'll get an introduction to the messaging platform, what it can do, and how it can benefit your team, your agents, and your customer experience.

Looking to learn more? Check out this resource:

• About messaging

This video discusses the differences between Zendesk Chat and Zendesk Messaging to assist you in deciding which is best for you and your team. 

Looking to learn more? Check out these resources:

• Difference between chat and messaging 
• Messaging vs. Live Chat
• 5 types of customer service

In this video, you'll receive a demonstration of the messaging tool and how it works from both the end user and the agent perspectives.

Looking to learn more? Check out this resource:

• Zendesk Messaging resources

This video explores bot builder, which is included with Zendesk’s Standard Bot offering, and an integral part of the messaging experience.

Looking to learn more? Check out these resources:

• Bot and bot builder resources
• Best practices: creating a messaging bot
• Messaging bots

This video walks you through the five steps to a successful implementation of Zendesk Messaging.

Looking to learn more? Check out these resources:

• Messaging best practices 
• Welcome to messaging
• Planning for messaging

We know there's more to messaging than basic configuration and enabling new features; in this video, we explore the value behind Zendesk Messaging, how to prepare for rollout, and how messaging can help your team provide an end-user experience that your customers expect and deserve.

Looking to learn more? Check out these resources:

• CX Trends 2023
• Messaging deployment guide
• Zendesk Messaging: Customer service in a digital-first world

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