This topic provides an introduction to the tasks shown in the Support Suite onboarding wizard and gives you guidelines on where to find more information. The Support Suite provides a full-service, cross-channel experience for your customers, including Help desk ticketing, knowledge base and smart self service, live chat and messaging, and call center software.
Follow the instructions on the Support Suite Welcome page to get started. For a basic setup, each topic should take about 10-15 minutes to complete.
Learn about Support tickets
To get onboard with Support, add email addresses and agents, set up the Web Widget, and view a sample support ticket. Follow the links on the onboarding page to perform these tasks.
Onboarding tasks in this section include:
- Manage email addresses
Use the Email administration page to add any additional email address you want to use on your site, set email preferences, or customize your email templates. For more information, see Adding support addresses for users to submit tickets.
When you set up Zendesk Support, by default you have one related email address to submit tickets: firstname.lastname@example.org, but you can provide your end users with alternative email addresses, called support addresses. You can add as many support addresses as you need. Support addresses can be either variations of your Zendesk email address or external email addresses.
For onboarding, we recommend using the single, default email address provided by Zendesk. You can customize this later as needed.
- Add agents
Use the People administration page to add and manage Zendesk users, groups, and organizations. Each new agent you add receives a welcome email and verification link. For more information, see Adding agents and administrators.
For onboarding, we recommend only adding a few agents to test-drive your site. Later, after you plan how to arrange agents into groups and organizations, then you can add them using a bulk import or through the Zendesk API. When you add agents, make sure you activate the Support Suite features on the Add agent page that you want them to use. For example, Chat or Talk, or both.
- Set up Web Widget
Use the Widget administration page to set up and embed the Web Widget. The Web widget helps customers discover support content and submit tickets directly from your website or Help Center.
The different ways that your customers can get help from the Web Widget include:
- Customers can start a live chat with an agent.
- Customers can submit a support request using a contact form.
- Customers can search Help Center articles for immediate self-service.
- Customers can request a callback, or view a phone number that they can call instead.
Widget setup includes the code you can copy to add the Web Widget to your website. For more information, see Using the Web Widget to embed customer service in your website and Configuring components in the Web Widget.
For onboarding, we recommend enabling a few channels now and turning on the Web Widget in your Help Center to see how it works. Later, you can configure advanced settings for Talk and Chat, customize the widget, and add it to your website or app.
- Open Sample ticket
Click this link to view and update a sample Zendesk ticket. You can also create another ticket from an email message and watch a video on how tickets work.
Set up your Guide Help Center
The Help Center consists of a knowledge base and a community platform. Before activating your Help Center, customize the look and feel. Use logos and images that your customers will recognize. As you pick images and colors, a preview of your Help Center appears on this page. Follow the links on the Guide onboarding page to perform these tasks.
Onboarding tasks in this section include:
- Hero image
Click this link to set hero images. You can choose an existing image, or upload one of your own. The Home hero image appears at the top of the Guide home page. The Community hero image appears at the top of the Guide community page. The Community banner is the image for the community section on the home page. For more information, see Updating the images for your theme.
For onboarding, we recommend adding a few test images to see how they work. Later, you can create a custom theme and refine the images to give your site a professional, polished look.
Click this link to set your logo. The logo appears in the header for your Help Center. You use the existing logo or upload one of your own. The recommended image size is 200px by 50px. For more information, see Updating the logo of your Help Center theme.
Click this link to set your Guide brand color and text color. You can customize your Help Center by choosing text colors, link colors, background colors, and so on. For more information, see Updating the colors in your Help Center.
- Customize the theme
After you’ve picked the hero images, logo, and colors, click this link to further customize your Help Center by adding or importing new themes. For more information, see Customizing your Help Center theme. You can customize the center now, or wait until you’ve finished other Support Suite onboarding tasks. The best practice is to duplicate a theme first, then work on the copy.
- Build Help Center
When you’ve finished your customization, click this button to build the knowledge base and open your Help Center.
For onboarding, we recommending taking a quick look at the Help Center. Later, you can start Preparing your Help Center for release, and when you are ready to go live, you can Activate your Help Center.
See how Chat works
To get onboard with Chat, you need to enable the Web Widget. The Web Widget is a separate web application that you use to embed customer service in your website. Zendesk Chat sessions become tickets in Support.
Follow the links on The Chat onboarding page to perform these tasks. Onboarding tasks in this section include:
- Set up your Web Widget
If you haven’t done so already, set up and embed the Web Widget. To use Zendesk Chat with the Web Widget, enable Chat on the Web Widget and configure Chat settings. For more information, see Setting up Chat in the Web Widget.
- What agents see
Click Go online to start a Chat demo and find out more about how Chat works.
- Open Chat
When you’re ready, click this button to open the Chat dashboard and start working.
For onboarding, we recommend using the Simulate visitor button to run a sample Chat session. With the simulation, you can assume the role of a Chat user and send a test Chat message. Then, you can reply to the message as a Chat agent to complete the conversation.
Watch a Talk demo
No matter how many other Support Suite channels you’ve set up, your customers may still want to talk to you if they have urgent or complicated issues to address. Zendesk Talk calls become tickets in Support. For more information, see Understanding how Talk calls become tickets.
This section describes how to set up Zendesk Talk to start sending and receiving calls from customers. Follow the links on The Talk onboarding page to perform these tasks.
Onboarding tasks in this section include:
- Select a phone number
To use Talk, you'll need to a phone number from Zendesk. If your Talk number appears at the top of the Talk onboarding page, you’re ready to start receiving and placing calls. If you don’t already have one, click Select a phone number.
For onboarding, we recommend using a phone number provided by Zendesk to try out a few sample calls. Later, you can personalize your Talk setting and phone numbers. For example, if you already have a phone number your customers call for support, you can forward this number to the Zendesk Talk number. For more information, see Adding Zendesk Talk numbers and Porting numbers into Zendesk Talk.
- Enable Talk on the Web Widget
To use Zendesk Talk with the Web Widget, create a configuration that defines how to handle Talk requests that originate from the Web Widget. For example, you can route a Talk request to a certain group of agents, and you can assign a priority level for Talk requests. For more information, see Configuring Zendesk Talk settings for the Web Widget.
- Manage Talk settings
Once your number is set up, you can configure or change Talk settings. For example, you can enable or disable Talk, set maximum queue size, add voicemail greetings, and so on. For details about all of the things you can do with Talk, see Zendesk Talk resources.
For onboarding, we recommend using the default Talk settings to test-drive your site. Later, your can update these settings as needed. Try calling the phone number you selected for your call center. Leave a short message to see how a ticket is created automatically.
- Check out Talk dashboard
Click this link to open the Talk dashboard and take a quick look. You should see a record of the test call you just made. Later, after you finish onboarding, you can use the Talk dashboard to view call activity, such as call volume, queue size, and average wait time. You can also monitor live calls and set agent availability.
- Open Talk
When you’re ready, click this button to open Talk and start working. Alternatively, you can click Go online in the Talk image to start a Talk demo and find out more about how Talk works.