- Step One
- Step Two
- Step Three
- Step Four
Become familiar with your unique account
Understand what products and features are included in your specific subscription.
To understand the makeup and functionality of the account you are taking over, look at your subscription. To see what products and features included in your account, see the article: How can I see what features are included in my current subscription?
If you are interested in adding products or features to update or improve functionality, you can do that as well! For more information, see the articles: What products, features, plan levels, apps, and add-ons does Zendesk offer? and How can I update my subscription?
If you are new to Zendesk, this is a good time to brush up on the basics of how the products work. Try out our free introduction courses designed for administrators at training.zendesk.com.
Understand the account owner's role
Learn the unique powers and responsibilities of the account owner role.
The owner of an account is the most powerful role. There can only be one owner per account. This role is designed to be in charge of things like billing, subscription, and security. Read through this article on what permissions an owner account has that admins and agents do not: Understanding Zendesk Support user roles.
Because the owner account powers are limited to one account and control important configurations, it is important to keep track of this account and make sure ownership is transferred correctly when you leave. See how to transfer ownership in this article: Changing the account owner.
Understand your team's set up
Learn how your team is organized and how they each use Zendesk.
Each of your team members has a unique set of permissions and responsibilities within the account. The system as a whole is configured to keep the team organized and working together smoothly. Before making updates to your workflow, make sure you understand how your system is currently configured so you don't run into any unintended consequences.
Get familiar with your team and how they are set up with these articles:
Learn how your products have been configured
Identify how the previous owner customized your product settings.
All of Zendesk's products are exceptionally customizable to fit right in to your unique business's needs. This means the owner and admins before you likely set up your current account with a detailed plan of interconnected configurations. Before making any changes to the settings of your products, make sure you understand how the settings are currently configured to avoid breaking a well-oiled machine. These guides will help you identify what you need to know:
- What automatic actions are happening in the background in your Support product?
- How is your Talk product configured to route calls and play greetings?
- What automatic chat messages are sent out to your customers?
- How is all your help center content organized?
If you find your account has been thoroughly customized and you'd like some help making sense of it all, you can contact your account representative to start a conversation about Professional Services.