THE PROBLEM: It’s hard to manage communication with shared inboxes/systems and multiple people helping your customers
THE SOLUTION: Provide a frictionless customer experience is key to retaining customers
HOW TO START:
STEP 1: Decide who is going to be using the tool and to what capacity
There are two main user type in Zendesk - Agents and Admins. For startups, here's what we recommend when setting up for the first time and why.
Set up everyone as Admins: If you're a small team in a typical startup, having everyone have access to everything eliminates the need to share logins and added complexity.
Set up Agents and Admins: If you're in a highly regulated industry, you will need to set up different permissions so admins can control what agents can see and do.
STEP 2: Review what standard views need to be edited or removed
Keep it simple. Start with using these views:
- All unsolved tickets
- Most important tickets
Deactivate any views that are not important:
- All unsolved views not needed
- Recently updated tickets not needed
- Pending views not needed
Step 3: Do you have separate support and sales email addresses?
If YES - Add external addresses
If NO - Create ZD Email Aliases