Zendesk Support offers a centralized solution that organizes and tracks all incoming customer support requests from any channel.
Navigation: Getting around in Support
|Dashboard||Summary information page. View summary information and vital statistics.|
|Getting Started||Task list for configuring. Follow a step-by-step checklist of items to configure to get up and running.|
|Views||Ticket groupings. Views define a collection of tickets based on a set of criteria. You create and use views to group tickets into one area, such as "My open tickets" or "Recently solved tickets."
See Using views to manage ticket workflow.
|Reporting||Analytics of your support performance. Use pre-built reports or create custom Insights reports (Professional and Enterprise) for your business. Measure your customers’ satisfaction and the performance of your support team.|
|Admin||Manage and settings pages. Browse and install apps or manage user profiles, views, ticket fields, macros, tags, business rules, account security settings and more.|
Roles: Who uses Zendesk
Everyone at your company plays a role in supporting your customers. Depending on their assigned role, what they can see and what they can do in your Zendesk changes. For more, see Understanding Zendesk user roles.
|Owner||Person who created your Zendesk||
The account owner is a type of administrator. The account name is associated with this person's name, usually the person who created the account. There can only be one account owner; however, account ownership can be reassigned by the account owner to another administrator if needed. The account owner has access to areas of your Zendesk that other administrators do not, such as invoicing, payment options, and benchmarking for the account.
|Administrator||Person in charge of your Zendesk||
Administrators are agents with additional privileges to manage and customize your Zendesk. Administrators can be assigned tickets, like agents, but can do many more things, such as edit business rules, change settings, assume another user's identity, and more. There can be multiple administrators.
|Agent||Your support personnel||
Agents are the customer support individuals on your staff. They are assigned tickets and interact with customers as needed to resolve support issues.
End-user refers to people who generate support requests from any of the available support channels (for example, via your Help Center, email, Twitter, or Voice). End-users can submit and track tickets and communicate with agents publicly (meaning their comments can never be private).
Ticket: Record of the support request conversation
Zendesk manages support requests by creating a ticket for each request. A ticket is simply a record of all conversations, from any channel. A ticket keeps everything in one place and keeps your entire team in the loop.
By creating a series of recorded events tied to one ticket, agents and end-users can stay on the same page. This also creates a level of accountability that can ensure a problem is solved quickly.
|Ticket||Support request with question or issue from customer||Support requests received from any of your channels (see Channels: Ways to engage with customers ) become tickets. Each ticket is assigned to an agent to solve, and all activity related to solving the support request is captured as comments within the ticket.|
|Ticket fields||Containers for information about the ticket||Ticket data is included in fields such as Subject, Email, Description, Status, Type, Priority, Group, Assignee, Tags, and any other custom fields you create.
See About ticket fields.
|Custom ticket fields||Containers for specific information about your tickets||You can add custom fields to tickets that are visible to agents only or to both agents and end-users. Custom fields are typically used to gather more information about the support issue or product or service.
See Adding custom ticket fields.
|Status||Current ticket situation||Each ticket is assigned a status. There are five values for status: New, Open, Pending, Solved, Closed.
See About ticket fields.
|Type||Support request category||Each ticket is assigned a type. There are four values for type: Question, Incident, Problem, Task. The ticket type is used throughout your Zendesk to generate views and it's also used as a condition in automations, macros, and triggers.|
|Priority||Urgency of the ticket||Each ticket is assigned a priority. There are four values for priority: Low, Normal, High, and Urgent.
See About ticket fields.
|Tag||Word(s) associated with the ticket or article to categorize it||To help you categorize, act on, or search for tickets and forum articles, you can add tags. Once added, you can create views by tags, search for tags and the tickets in which they are included, and use tags in your triggers, automations, and macros.
See Using tags.
|Requester||Person who made the support request||
Requester refers to the person who opened the ticket and made the support request.
Channels: Ways to engage with customers
The following table provides an overview of some ways you can customize your email. For a complete introduction, see Getting started with email in Zendesk.
|Personalized email replies||Your reply-to email name||
The email address used in replies to end-users can be configured to show the agent's name as the friendly name rather than your Zendesk account name. For example, "Claire Grenier < firstname.lastname@example.org >" instead of "MondoCam Support Center < email@example.com >".
|Email forwarding||Send email from your company support email address to your Zendesk||
When you set up your Zendesk account, a default email address is created that end-users can use to submit support requests. You might prefer to use your own email address rather than the Zendesk-provided address. You can use email forwarding to accept email at your own address (for example, firstname.lastname@example.org)) and then forward it to your Zendesk address (email@example.com).
|External email domain||Change email address “From” field||
You can change your email address to an email domain other than myaccount.zendesk.com, making it appear that it originated from your own email address (firstname.lastname@example.org mailto:email@example.com ).
|Email pass-through||Identical reply-from email addresses||
When forwarding email from external email addresses or using an external email domain for outgoing email, the Reply-From address (the address that end-users see in email responses to their support requests) can be configured to use the same email address that was used to submit the request.