Launch tasks for Zendesk Suite

This launch guide describes the key tasks to get up and running with Zendesk Suite.

Note: For an annotated version of the launch tasks described in this article, see Launch guide for Zendesk Suite.

For more information about Zendesk Suite, see Getting Started with Zendesk Suite.  

The order of these launch tasks is important, although many steps are optional, because there are dependencies between them (one should happen before the other). You should follow the sections in order to get the most from this article.

This article contains the following sections:

• Setting up
• Going live
• Optimizing and enhancing

Setting up

Defining your organizational structure (More information)
	Add groups	Intro	Article	Advice	Video
	Define custom roles *	Intro	Article	Advice
	Customize user fields	Intro	Article	Advice
	Create organization fields	Intro	Article	Advice	Video
	Create organizations	Intro	Article	Advice
* Available in Enterprise plans
Defining your customer support experience (More information)
	Create brands	Intro	Article	Advice	Video
	Add support addresses	Intro	Article	Advice
	Set business schedules	Intro	Article	Advice	Video
	Create custom ticket fields	Intro	Article	Advice	Video
	Create multiple ticket forms *	Intro	Article	Advice	Video
	Customize email notifications	Intro	Article
	Create ticket tags	Intro	Article
* Available in Zendesk Suite Growth plan and above.
Configuring settings and access (More information)
	Configure single sign-on	Intro	Article
	Configure security settings	Intro	Article	Advice
	Configure end-user settings	Intro	Article
Integrating external apps and services (More information)
	Add marketplace apps	Intro	Article	Advice	Video
	Add 3rd-party integrations	Intro	Article
	Set up notifications to external targets	Intro	Article	Advice
Defining ticket routing and workflows (More information)
	Configure omnichannel routing	Intro	Article
	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
Adding people (More information)
	Configure single sign-on	Intro	Article
	Add agents	Intro	Article
	Assign agents to skills *	Intro	Article	Advice	Video
	Import end-users	Intro	Article
* Skills based routing is available in Zendesk Suite Professional plan and above.
Setting up your help center and creating your knowledge base (More information)
	Set Guide roles for agents		Article	Advice
	Create user segments		Article	Advice
	Create management permissions		Article	Advice
	Brand your Help Center		Article	Advice
	Customize your Help Center		Article	Advice
	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
	Create a community		Article	Advice
	Configure content moderation		Article
	Customize your domain		Article
	Set up Google Analytics		Article	Advice
* Available in Zendesk Suite Growth plan and above ** Available in Zendesk Suite Enterprise plans
Automating support with Answer Bot (More information)
	Activate and enable Answer Bot		Article	Advice
	View and manage Answer Bot settings		Article
Setting up messaging (More information)
	Turn on messaging		Article
	Customize and configure the Web Widget for messaging		Article
	Customize and configure Zendesk messaging for Android and iOS		Article
	Enable a bot		Article
	Customize and configure the Web SDK for your help center or website		Article
	Create conversation flows in Flow Builder		Article
	Route messaging tickets and notifications		Article
	Manage language settings		Article
Setting up the voice channel (More information)
	Prepare your network		Article
	Understand Talk number availability		Article
	Enable Talk		Article
	Give your agents access to Talk		Article
	Add telephone numbers		Article
	Add address		Article
	Configure general settings		Article
	Create greetings		Article
	Configure interactive voice response (IVR) *		Article
	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
* Available in Professional plans and above

Going live

Training your agents (More information)
	Get started with the Agent Workspace		Article
	Zendesk agent guide		Guide
	Zendesk agent training courses		Training
Testing before going live (More information)
	Test changes in the standard sandbox		Article
	Use the premium sandbox to test changes *		Article
* Available in Enterprise plans
Going live to customers (More information)
	Activate email forwarding	Intro	Article
	Configure voice channel call forwarding		Article
	Activate your Help Center		Article	Advice
	Embed Zendesk messaging into your help center or website		Article
	Embed Zendesk messaging into an iOS or Android app		Article
Adding social messaging channels (More information)
	Add the Twitter DM channel		Article
	Add the WhatsApp channel		Article
	Add the Facebook Messenger channel		Article
	Add the WeChat channel		Article
	Add the LINE channel		Article
	Add Sunshine Conversations channels		Article
Monitoring performance with reporting and analytics (More information)
	Activate Explore *		Article
	Give your agents access to use Explore *		Article
	Create Explore queries and dashboards *		Article

Optimizing and enhancing

Providing global support (More information)
	Configure your Zendesk to use a follow-the-sun model			Advice
	Configure Support for your locale and language		Article
	Set business schedules	Intro	Article	Advice	Video
	Add multiple languages to Support *		Article
	Provide multiple language support with dynamic content *		Article
	Configure your help center to support multiple languages *		Article
	Localize help center content *		Article
	Set up automatic translation for messaging conversations		Article
* Available in Zendesk Suite Growth plan and above
Boosting agent and team productivity (More information)
	Use CCs, followers, and @mentions		Article
	Enable side conversations **		Article
	Add light agents*		Article
	Use Knowledge workflows		Article
	Install the Slack app		Article
	Install the User Data app		Article
	Install the Time Tracking app		Article
	Install the Show Related Tickets app		Article
* Available in Zendesk Suite Growth plan and above ** Available in the Zendesk Suite Professional plan and above
Retaining and growing your customer base (More information)
	Enable CSAT (customer satisfaction) rating		Article
	Install the Proactive Tickets app		Article
	Use Explore to track metrics that improve customer support		Article
* Available in Enterprise plans