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Does Zendesk have an end-user user guide for new customers?

Ollie Parker
asked this on December 08, 2010 08:49

Good evening,

I am currently in the process of bringing Zendesk in to the organisation I work for. As the support analyst and web developer for the company I need the transition to be quick and easy and I need each member of the company to be able to pick up the new system quickly. I was wondering if anyone knew of a standard user manual for the end-user (not the administrator or agent) which could be sent out to inform people of how Zendesk works.

I was going to create one myself but just wanted to check if anyone had any ideas before I did! You could potentially save me a lot of time!

I look forward to your replies.

Thanks.

 

Comments

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Gareth Kemp
Check Answer

This would be very useful - any news on it Zendesk?

March 06, 2011 00:25
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Zack Urlocker
Zendesk

Yes, we've recently created a Zendesk user guide as well as a getting started tutorial.  You can find the information here:

https://support.zendesk.com/categories/12128-using-zendesk

https://support.zendesk.com/forums/20025588-getting-started-guide

Please let us know what you think of the materials and what else you'd like to see.

April 28, 2011 18:29
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Ollie Parker
martinco

Thanks for your comment Zack, however, this hasn't really addressed my question. I know how to use Zendesk but I wanted some guides that can be given to my users because not all of them are great on computers. A quick 'Getting Started' guide for end users is what I was looking for really. Basically, it would be document explaining how the log a ticket, submit an idea or post to the forum.

As all of these are aimed at the Admin / Agent they do not help me.

Thanks,
Ollie

May 03, 2011 02:10
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Siva Devaki

We are looking for the same thing. Please let me know when you have it ready.

May 20, 2011 15:22
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Luke Healey
integrityservices
I think maybe the term "End-User Cheat Sheet" would be a more appropriate term...
September 04, 2011 14:38
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Don Cameron
optalertltd

This would be very useful in my area.

Thanks

December 04, 2011 22:09
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Stafford Vaughan

We're offering a range of training courses on our website at http://university.zendesk.com that may assist with this process. I know that it's not a user guide, but many users find it really helpful to onboard to Zendesk with the "101" course.

December 08, 2011 14:53
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Anton de Young
Zendesk
Check Answer

We now do have a guide for end-users. It's generic - doesn't refer to Zendesk - and covers what end-users can do in the Web portal. It's currently in doc format so that it's easy for you to customize. For example, you may not implement all the Web portal features and therefore will want to remove the content that describes how to use them. The end-user getting started guide will be included on the getting started page in Zendesk soon. For now, send me an email if you want a copy (anton@zendesk.com). 

January 09, 2012 09:37
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Manoj Ranaweera
edocr

Hi, we uploaded few documents of zendesk's to edocr.com to explain to our community what Zendesk is. All of these could be accessed through here www.edocr.com/Zendesk-integration. And using the FREE widget, you can actually add these to your Zendesk Help Desk. If you like more details, please contact me direct on manoj.ranaweera@edocr.com

March 08, 2012 13:05
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Anton de Young
Zendesk

The end user guide is now available to download here:

end_user_guide.doc.zip

July 09, 2012 14:45
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Justin Koehler

Hi ZenDesk, I am looking through this document and first of all wanted to thank the author and ZenDesk for providing it's staff to write such an article. SO USEFUL!

The second part of my comment is a request to update and revise this document per any new feature or product change since the time it was wrote. 

Hope someone on your end might be able to do that! 

March 31, 2013 18:18
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Manoj Ranaweera
edocr

Hey Anton, is there a more recent user manual than http://www.edocr.com/doc/18617/zendesk-user-guide? If so, we like to update it

April 01, 2013 00:55
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Anton de Young
Zendesk

The PDF versions of our guides are available here: 
http://www.zendesk.com/support/documentation

April 09, 2013 10:15
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Tim Brown

Hi

http://www.zendesk.com/support/documentation still doesn't appear to have an end user guide though (apologies if I've missed something obvious)

 

January 14, 2014 07:48
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Jennifer Rowe
Zendesk
January 15, 2014 15:01