On April 14th, our expert Zendesk Community Moderators presented their best tips for making the most out of the Zendesk Suite.
Each team member shared demo tutorials of their favorite best practices and walked community members through how to implement these tips in their own instances. We covered KPI Systems, SLA Ticker Notifications, how to manage Messaging, and Jira Integrations.
Video Recording
Questions from the Q&A
Q: If you only have Zendesk Support, is there a reason to activate Agent Workspace?
A: The Customer Context and Knowledge panels might be useful even if you don't have other channels - more info here
Q: Is there a way to see the free-text messages that an end-user sends to Answer Bot when they don't transfer to an agent? We want to be able to improve our articles or flow by going off of what the Answer Bot couldn't solve for them.
A: It may be worth taking a look at this article to help analyze your answer bot article recommendations.
Q: Is there a way to see the free-text messages that an end-user sends to the Answer Bot when they don't transfer to an agent? We want to be able to improve our articles or flow by going off of what the Answer Bot couldn't solve for them.
A: It may be worth taking a look at this article to help analyze your answer bot article recommendations.
Resources from the event
Tip Articles:
- How to Customize Jira Zendesk Integration tip
- Getting Started With Messaging tip
- Creating a notification to identify tickets that are stuck due to no SLA tip
- How to set up an "ideal" KPI system for your customer support
Documents and templates:
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