This topic provides an introduction to the tasks shown in the Zendesk Suite onboarding wizard and gives you guidelines on where to find more information. Zendesk Suite provides a full-service, cross-channel experience for your customers with the ticketing system, the help center, live chat and messaging, and voice all working together.
Your new Suite account features the Zendesk Agent Workspace. This workspace is enabled by default on your account. To learn more, see Documentation resources for the Zendesk Agent Workspace.
Follow the instructions on the Welcome page to get started. Topics you will learn about include:
Welcome! Experience Zendesk Suite
After you complete a sample ticket demonstration, a Welcome to Zendesk page appears. Use this page to complete additional onboarding tasks and learn about Zendesk Suite. You will see how Zendesk Suite works by learning about your account details, the ticketing system, live chat and messaging, help center, and agent productivity.
Zendesk recommends you complete the onboarding tasks in order. The wizard tracks your progress as you complete each task.
- To begin, click Go to setup.
Your account
In this task, you'll learn some essential details about your account and add a few team members. It should take about three minutes to complete.
View details
Some essential details about your account are already set up for you. You'll learn more about each of these contact points as you work through the onboarding tasks.
- Email: This is your default Support email address where customers can send their support requests.
Any email sent to this address automatically becomes a ticket in your Zendesk account. Zendesk created a default support address for you, but you can change it or add more addresses. After you complete the onboarding tasks, you can add additional email addresses, set email preferences, or customize your email templates. See Getting started with email
- Live chat and messaging: One key element of a winning support strategy is to enable customers to connect with your agents over the channel of their choice. You can use live chat and messaging to instantly connect.
Later in this onboarding, we'll provide you with the code you need for customers to connect directly from your website. When customers connect from your website, you can automate your responses with self-serve options and your agents can chat with them directly. You can also set up your account to support popular social messaging applications. See About messaging channels.
- Voice: Your Talk number where customers can call for help.
When customers call this number, Zendesk automatically creates a ticket so you have a record of the call. Zendesk created a default phone number for you, but you can change it later or forward an existing number. Zendesk Talk includes a variety of features you can use to set up your call center, enable call recordings, add voicemail, and so on. See Getting started with Zendesk Talk.
- Help center: Your help center location where you can post articles and teach your customers to be self-sufficient.
You help center consists of a knowledge base and a customer contact portal. As a Guide admin, you can create and publish FAQs, articles, and videos in the help center and work with your agents to make sure customers have the latest, up-to-date information about your products. See Getting started with Guide.
Add your team
Another key element of a winning support strategy is to assemble a great team of agents and give them the best tools possible to do their jobs. Now that you are familiar with your account details, add some team members to try out the workspace. Team members can be agents or admins. For this onboarding task, we recommend only adding a few agents to test-drive your site. Later, after you plan how to arrange agents into groups and organizations, you can add them using a bulk import or through the Zendesk API.
To add your team
- Enter an Email address for each team member you want to add.
- Select a Role for each team member.
Typically, you'll have lots of agents on an account, but only a few admins.
- When you've finished adding team members, click Add team.
Each team member you added will receive an email message with an invitation to join your Zendesk account.
To learn more about users and team members, see Understanding Support user roles. To add agents to Zendesk, see Adding agents and administrators.
Ticketing system
In this task, you'll learn some essential details about the Zendesk ticketing system. It should take about three minutes to complete.
Mange all tickets in one place
The Zendesk Agent Workspace provides a single, unified interface your agents can use to manage customer conversations. In this workspace, conversations with customers can flow across channels as part of a seamless, natural process.
- Click the play icon (
) to watch the video.
This video shows you how interact with your customer on a social messaging channel and use customer context to learn more about your customer. It also shows you how to use side conversations to loop in team members outside the ticketing system.
Take a tour
In this section, you'll watch a guided tour that shows you how the Zendesk ticketing system works.
To see how ticketing works
- Click See how ticketing works.
- Follow the on-screen instructions to complete the tour.
To learn more, see About the Zendesk Agent Workspace.
Live chat and messaging
The easier you make it for customers to reach you, the faster you can help them. In this task, you'll learn how your agents can help customers the moment they need it by connecting with live chat and messaging. It should take about 12 minutes to complete.
Connect on web, mobile, and social
In this section, you'll watch a video that shows you how customers can use the Web Widget to connect to directly from your web sites. It also provides an overview on how to set up the Web Widget.
- Click the play icon () to watch the video.
Add Zendesk to your website
In this section, you'll learn how to customize the Web Widget to match your brand colors and embed it on your website.
To add the Web Widget
- Open the color picker and choose a color for the Web Widget.
The color you pick will appear in the Web Widget interface to match your website branding. When you change colors, you'll see a Preview of the widget on the right side of the page.
- To embed the Web Widget, copy the Web Widget code and add it to your website.
Include the Web Widget code on any web page where you want the widget to appear. This code is specifically designed to work with your Zendesk account. For details, see Adding the Web Widget to your website.
- If you need help or you don't have permission to make changes to your website, you can Email the code to a developer.
If you don’t have a default mail client configured, the button may not work. In this case, just copy the Web Widget code from the wizard and email it to a developer.
Set up on social channels
In addition to the Web Widget, you can complete your customer connections by adding social messaging channels to your account. When you install and configure social messaging channels in your account, your agents can view social messages that customers send to Zendesk as part of a support request and they can reply to these messages, all from a single, unified interface. You add messaging channels like Facebook Messenger, WhatsApp, WeChat, Twitter DM, and LINE in Admin Center.
The onboarding wizard shows you how to add a Facebook Messenger channel. You must be a Facebook page admin to add this social messaging channel. Facebook Messenger is a social messaging application from Facebook that you can use for private messaging. Messages your customers send from Facebook Messenger appear as tickets in the Zendesk Agent Workspace.
If you don't have a Facebook Messenger account, you can skip this section.
To add a social messaging channel
- Click Go to Facebook.
- When prompted, log into your Facebook account. Follow the on-screen instructions to authorize Zendesk Support to use your Facebook account.
- Select a Facebook page from the drop-down list.
Select all of your pages, or the integration will not work.
- Click Add Facebook page.
If the integration is successful, you'll see a Channel added confirmation.
To learn more about social messaging, see About messaging channels for the Zendesk Agent Workspace.
Help center
In this task, you'll learn how you can use your help center to help customers help themselves. It only takes about 10 minutes to complete. As part of this task, the onboarding wizard automatically activates your help center for you.
Help customers help themselves
Self-service support equips customers with round-the-clock information without having to wait for a response. It is one of the lowest-cost channels for providing excellent customer service and high resolution rates. However, the success of online self-service depends on the quality, quantity, and accessibility of your company’s knowledge-base content.
To learn more about Zendesk Guide, see Welcome to Guide. To set up your help center, see Getting stared with Guide.
Design your help center
This section shows you how to customize your help center by giving you a tour. You can customize your help center by branding your help center, adding custom themes, and so on.
To start the tour
- Click Design help center.
- Follow the on-screen instructions to complete the tour.
Create and publish content
You help center consists of a knowledge base and a customer contact portal. As a Guide admin, you can create and publish articles in the help center and work with your agents to make sure customers have the latest, up-to-date information about your products.
This section shows you how to create an article for your help center by giving you a tour.
To start the tour
- Click Create article.
- Follow the on-screen instructions to complete the tour.
Agent productivity
This task includes a set of videos and tours that show you how to increase your agents' productivity by helping them efficiently manage customer conversation and solve tickets faster. It should take about 8 minutes to complete.
- Filtering your ticket queue: With views, you can organize tickets by grouping them into lists based on certain criteria. For example, you might have a view for unassigned tickets or tickets that need immediate attention.
- Using prepared responses: Macros enable your agents to perform standard or common actions with just a few clicks. For example, you might have a macro that answers a frequently-asked question or sends a friendly reminder that asks a customer to respond. Macros enable you to standardize your approach to similar tickets.
- Automating repeat actions: Triggers and automations are simple, but powerful tools that perform actions only if certain conditions are met. From simple auto replies to complex escalations and adjustments, triggers and automations are designed to free-up your agents from repetitive tasks so they can focus on more important things.
Follow the videos and tours in this task to learn how Zendesk can increase productivity for your agents.
To learn more, see Creating views to manage ticket workflow, Using macros to update tickets, and Designing automated ticket workflows.
About your trial
Congratulations! You have completed the onboarding tasks.
After you onboard Zendesk Suite, refer to these documents to learn more.
- Evaluating your Zendesk trial account
This article describes how to evaluate all the products in Zendesk Suite, including Support, Guide, Chat, and Talk to see how they will work best for you.
- Launch guide for Zendesk Suite products
This article describes how to install Zendesk Suite in a production environment with a full set of features.
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