Each month, we host an AMA-style conversation in the Zendesk Community on hot support topics, where we invite a panel of guest experts to answer user questions and share their specialized knowledge.

Zendesk Customer Advocate Molly Vande Slunt is one of our experts for our March 11, 2020 conversation on Support: Troubleshooting your Workflows & Ticket Fields.

Mind telling everyone a little bit about yourself and what you do here at Zendesk?

Molly: I’m a Customer Experience Specialist, helping our SMB customers onboard or optimize their accounts. My team provides 30-minute engagements with personalized recommendations and guidance.

For some of our newer users, what would you recommend to those just starting out with Zendesk?

Molly: It can be really overwhelming to tackle all configuration at once, so try to identify 3-5 things that are most important to you. Zendesk makes it really easy to add on or change up your workflow, so don’t feel like you have to do everything all at once.

When you are not crushing it as a star CXS here at Zendesk what do you enjoy doing in your free time?

Molly: I am currently learning to play roller derby so I spend about 4-6 hours a week on skates. I’m also anxiously awaiting summer and patio beers. 

With Workflows & Ticket Fields, what is the most common mistake you see first-time users make?

Molly: Disabling default triggers! You need Notify Requester of comment update, so keep it active. Don’t add an email address for every agent, or connect your personal email. The support addresses should be easy to remember and all encompassing like “support@compnay.com” or “help@company.com”

Are you a dog or cat person and got any cute pet pics we could see?

Molly: I’m a cat mom of two wild siblings, Margo and Huey. Soooo many photos, here’s a baby and a current photo.

Anything else you’d like to share with our users?

Molly: Don’t be afraid to get into your account and play around! Deactivate instead of delete.

Thanks, Molly, for taking the time to chat with us.