I just took over as the account owner. What do I need to know?

Congratulations, you are now the owner of your company's Zendesk account! Take time now to get to know your unique account and responsibilities and save time and trouble in the future.

• 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.

Complete

To understand the makeup and functionality of the account you are taking over, look at your subscription. If you are interested in adding products or features to update or improve functionality, see the article: 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 admins at training.zendesk.com.

Understand the account owner's role
Learn the unique powers and responsibilities of the account owner role.

Complete

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 setup
Learn how your team is organized and how they each use Zendesk.

Complete

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:

• What do your team members have permission to do?
• How are your teams organized?
• What tickets can your agents see and where do they see them?

Learn how your products have been configured
Identify how the previous owner customized your product settings.

Complete

All of Zendesk's products are customizable to fit your 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. These guides will help you identify what you need to know:

• What automatic actions are happening in the background in your Support product?
  • Triggers
  • Automations
• How are calls routed to my agents in Zendesk Talk?
• Zendesk Chat triggers resources
• Organizing knowledge base content in categories and sections

reset progress