Another meetup is in the books! Thank you to everyone who was able to join! It was so great to see so many of you, and lots of new faces too! Reminder, our meetup is always the 3rd Wednesday of every month at 12PM ET. Block your calendars so nothing else gets in the way!
This month, we reviewed some thoughts to help get ready for your peak period. Here is the list of areas you want to consider evaluating in your domain.
User Utilization – Is my users list up to date? Do I have enough licenses? Do I need to add/subtract any users or groups? Are my groups accurate for my workflow?
Role Review – Are my users permissioned correctly? Can I utilize Light Users for some users?
Macro Management – What macros are not being used? Do I have the right macros in place? Is the content in my macros still accurate? Are my macros locally organized?
Guide Guru – Are my articles up to date? Am I missing some content? What are people searching for?
Activate Automations – Have I automated repetitive tasks? Can automations help with daily clean up?
Trigger Tuning – Are tickets going to the right place? Are there triggers that can be optimized?
Explore Examination – Do I have the right reports to communicate with my business partners? Are we taking advantage of all the metrics that we can?
We also discussed investigating Early Access Programs and BETAs that Zendesk may be offering. Taking advantage of these programs could help you solve a long terms problem. Here are the upcoming EAPs/Betas I am aware of:
Here is a complete list that is updated time to time by Zendesk - https://support.zendesk.com/hc/en-us/articles/4408829663642-Current-and-upcoming-Zendesk-betas
Is there an EAP you found helpful or want to discuss? Comment down below so we can all benefit.
The highlight of our meeting was the presentation by Paul x 2 on Layout builder. It was great to hear firsthand about this EAP and the improvements to come. You can sign up for the beta here. We ran a little short of time, but if you still have a question, you couldn’t get answered during the presentation, please use this community post, comment below and tag Paul Lalonde and Paul Von. (I hope you can join us again at a future Meetup!)
I hope you were able to get some useful information from our meetup this month. If you haven’t had a chance, please signup for all our events below. October is still a work in progress, I am looking forward to seeing you there!
Make it a great day!
PS – I forgot to hit the record button (Again!). So sorry!
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