This launch guide describes the key tasks to get up and running with the Zendesk products that are included in Zendesk Suite. You can benefit from this guide if you're using the Suite or these individual products separately.
For more information about Zendesk Suite, see Getting Started with Zendesk Suite.
Note: The order of these launch tasks is important because there are dependencies between them (one should happen before the other). For each product, you should follow the list in order.
This article contains the following sections:
- Support - ticketing system launch tasks
- Guide - help center launch tasks
- Chat - live chat launch tasks
- Talk - voice launch tasks
Ticketing system and agent workspace |
Using Support | Plan features | Support API |
Users | |||||
Add groups | Intro | Article | Advice | Video | |
Define custom roles*** | Intro | Article | Advice | ||
Set business schedules | Intro | Article | Advice | Video | |
Customize user fields | Intro | Article | Advice | ||
Create organization fields | Intro | Article | Advice | Video | |
Create organizations | Intro | Article | Advice | ||
Brands | |||||
Create brands* | Intro | Article | Advice | Video | |
Add support addresses | Intro | Article | Advice | ||
Create custom ticket fields | Intro | Article | Advice | Video | |
Create ticket forms*** | Intro | Article | Advice | Video | |
Settings | |||||
Configure security settings | Intro | Article | Advice | ||
Configure end-user settings | Intro | Article | |||
Extensions | |||||
Add marketplace apps | Intro | Article | Advice | Video | |
Add 3rd-party integrations | Intro | Article | |||
Set up targets external teams | Intro | Article | Advice | ||
Workflows | |||||
Create skills for routing*** | Intro | Article | Advice | Video | |
Create triggers | Intro | Article | Advice | Video | |
Create automations | Intro | Article | Advice | Video | |
Create SLA policies | Intro | Article | Advice | Video | |
Create views | Intro | Article | Advice | ||
Create macros | Intro | Article | Advice | ||
Access | |||||
Configure single sign-on | Intro | Article | |||
Add agents | Intro | Article | |||
Assign agents to skills | Intro | Article | Advice | Video | |
Train your agents | Intro | Article | Advice | ||
Import end-users | Intro | Article | |||
Launch | |||||
Activate email forwarding | Intro | Article | |||
Set up and embed the Web widget | Intro | Article | Advice | Video | |
Set up social messaging channels | Intro | Article |
Help center and knowledge base |
Using Guide | Plan features | Help Center API |
Users | ||||
Set Guide roles for agents | Article | Advice | ||
Create user segments | Article | Advice | ||
Create management permissions | Article | Advice | ||
Design | ||||
Brand your Help Center | Article | Advice | ||
Customize your Help Center | Article | Advice | ||
KB and community | ||||
Add categories and sections | Article | Advice | ||
Add knowledge base content | Article | Advice | ||
Set team publishing workflows*** | Article | Advice | Video | |
Set Knowledge Capture workflows* | Article | Advice | Video | |
Configure Answer Bot | Article | Advice | Video | |
Create a community | Article | Advice | ||
Set up Google Analytics | Article | Advice | ||
Configure content moderation | Article | |||
Launch | ||||
Customize your domain | Article | |||
Activate your Help Center | Article | Advice |
Live chat |
Using Chat | Plan features | Chat API |
Users | |||||
Define custom Chat roles | Article | ||||
Add Chat agents | Article | ||||
Create departments | Article | ||||
Workflows | |||||
Create schedules | Article | ||||
Configure chat routing | Article | ||||
Configure offline form settings | Article | ||||
Create triggers | Article | ||||
Create shortcuts | Article | ||||
Launch | |||||
Customize the chat widget | Article | ||||
Add the widget to your website | Article |
Voice and call management |
Using Talk | Plan features | Talk API |
Preparation | |||||
Prepare your network | Article | ||||
Understand Talk number availability | Article | ||||
Add Talk numbers | Article | ||||
Add address | Article | ||||
Global settings | |||||
Configure general settings | Article | ||||
Create Talk greetings | Article | ||||
Configure IVR** | Article | ||||
Number settings | |||||
Configure individual number settings | Article | ||||
Set up an overflow number | Article | ||||
Configure voicemail options | Article | ||||
Enable callback | Article | ||||
Set up a failover number | Article | ||||
Enable Text for SMS support | Article | ||||
Launch | |||||
Enable agents for Talk | Article | ||||
Configure call forwarding | Article | ||||
Configure Talk in the Web Widget | Article | ||||
Activate Talk | Article |
* denotes Suite Growth and above
** denotes Suite Professional and above
*** denotes Suite Enterprise and Enterprise Plus
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