Brett Bowser

Zendesk is excited to continue the series Zendesk essentials: Live tutorials. These informative sessions are designed for newcomers and experienced users alike, focusing on optimizing their use of core features and functionality. Whether you're just starting out or looking to enhance your skills, this series will provide essential education and practical examples to help you maximize your Zendesk experience.

This announcement includes the following topics:

• What to expect
• Which sessions will happen in March and April?
• What do I need to do?

What to expect

• Comprehensive overviews: Each session offers a thorough introduction to key features of Zendesk Support, ensuring you can effectively utilize the platform
• Step-by-step tutorials: These easy-to-follow tutorials will guide you through real workflows that other Zendesk users have found beneficial, providing both instruction and inspiration for your own use cases
• Best practices: Gain valuable insights from Zendesk experts and fellow users to avoid common pitfalls and build for the future
• Interactive Q&A: Engage in live discussions where you can ask questions and receive real-time assistance from Zendesk experts

Which sessions will happen in March and April?

The team will publish an announcement a week ahead of each event in the Announcements topic of the Zendesk Community. To know more about what is planned for March and April, see the table below.

What do I need to do?

Visit the Zendesk Essentials: Live Tutorials series page and click Join today to stay updated on past and upcoming events.

By attending these webinars, you'll gain a deeper understanding of core Zendesk functionality, ideas for your own workflows, and access to a community of experts and peers eager to share their insights.

The Zendesk team is happy to announce the third episode of the Zendesk essentials: Live tutorials this time about Building your ideal Zendesk account - Part 3: Creating templates for repetitive tickets happening on March 18th, 2025 at 11:00 AM CST (UTC-06). In this session, the team will focus on the use of macros to reduce repetitive work in your team and this way enhance productivity and efficiency.

Webinar overview

Leverage macros for ticket responses

By attending this session, you will leave equipped with the knowledge and tools to implement macros effectively, enhancing both team performance and customer satisfaction.

Key topics

• Understanding and craft your own macros
• Create shared macros
• Organize and categorize your macros

Live demo

Each topic will be accompanied by a live demo of the feature of workflow to give you a practical understanding of how to implement them in your own Zendesk account.

Q&A session

At the end of the presentation, there will be space for the team to answer your questions during the live Q&A session. This is your chance to ask anything related to the features and workflows covered.

Why you should attend

By participating in this webinar, you will be able to:

• Boost productivity within your team
  You will understand how to create templated responses that significantly enhance your team’s efficiency
• Obtain consistency in communication
  Discover best practices for developing macros that ensure a uniform tone and messaging across all customer interactions, fostering trust and reliability
• Learn smart macro design
  Learn techniques for crafting macros exploring formatting options that improve the clarity of your templates and that cater for the diverse learning styles and improve retention of key information
• Apply dynamic personalization
  Understand the use of placeholders in macros to personalize responses, making them more meaningful and relevant to each customer's inquiry

Hosts

• Angi Butler, Portfolio Success Manager II
• Shravanthi Narendran, Portfolio Success Manager II

Don’t miss this opportunity to enhance your Zendesk experience. Sign up now to reserve your spot.

Hey Jacobo, sorry for the delayed response! It looks like you were able to get your answer in a private ticket and it's not possible currently to brand the CSAT survey at this time. I saw you created a feedback post related to this so I'm linking here as well in case others want to upvote :) Allow Companies to Brand the CSAT Survey

The Zendesk team is excited to announce the second episode of the Zendesk essentials: Live tutorials this time about Building your ideal Zendesk account - Part 2: Automating ticket assignments happening on March 11th, 2025 at 11:00 AM CST (UTC-06). This webinar will resume the work on building the ideal Zendesk account but this time looking at how to configure automatic ticket assignments to enhance your team’s efficiency and response times.

Webinar overview

This webinar will cover the following topics:

The importance of automating ticket assignments

In today’s fast-paced support environment, automating ticket assignments can significantly enhance your team's efficiency and response times. In this session, the team will guide you through the essential strategies and tools needed to streamline your ticket management process.

Key workflows

• Automatically assign tickets to agents or groups based on
  • a specific channel
  • an organization
  • a specific end user
• Automatically route tickets based on the email they arrive at in your Zendesk account
• Automatically unassign reopened solved tickets

Live demo

Each topic will be accompanied by a live demo of the feature of workflow to give you a practical understanding of how to implement them in your own Zendesk account.

Q&A session

At the end of the presentation, there will be space for the team to answer your questions during the live Q&A session. This is your chance to ask anything related to the features and workflows covered.

Why you should attend

By participating in this webinar, you will be able to:

• Improve efficiency and response time
  You will understand how automating ticket assignments can significantly enhance your team's efficiency and reduce response times, allowing for quicker resolutions to customer inquiries
   
• Reduce manual effort
  You will discover how automation can minimize manual tasks in ticket management, enabling your agents to concentrate on more complex issues that require human intervention
   
• Route tickets effectively
  The session covers strategies for ensuring tickets are directed to the appropriate agents promptly, which is crucial for maintaining high levels of operational efficiency
   
• Boost customer satisfaction
  By streamlining ticket management processes, you will learn how to provide timely resolutions to customer issues, and this way improve overall customer satisfaction

Hosts

• Angi Butler, Portfolio Success Manager II
• Shravanthi Narendran, Portfolio Success Manager II

Don’t miss this opportunity to enhance your Zendesk experience. Sign up now to reserve your spot.

Hey there Zendesk community, 

We’re excited to kick off our Zendesk essentials: Live tutorials series with our first webinar, Building your ideal Zendesk account - Part 1: Organizing your team, on March 4, 2025, at 11:00 AM CST. The webinar includes practical insights and demonstrations aimed at enhancing your customer support operations, followed by a live Q&A segment to address your specific questions.

Webinar overview

In this webinar, we will cover the following key topics:

The importance of planning your workflow

Understanding how to effectively plan your workflow is crucial for maximizing your Zendesk experience. We’ll discuss why a well-organized approach can lead to better customer interactions, improved team collaboration, and ultimately, higher customer satisfaction.

Key product features

We will dive into essential features that help you organize your team and streamline your support processes:

• Roles: Learn how to assign roles to team members to ensure everyone has the appropriate access and responsibilities.
• Groups: Discover how to create and manage groups to facilitate collaboration and improve response times.
• Organizations: Explore how to set up and manage organizations within Zendesk, allowing you to group users and streamline support for different customer segments.
• User and organization fields: Understand how to utilize organization and user fields to tailor your support experience and gain valuable insights into your customer base.

Hosts

Angi Butler, Portfolio Success Manager II
Shravanthi Narendran, Portfolio Success Manager II
 

What you’ll learn

• Effective workflow planning to enhance customer support
• Strategies for organizing teams and customers
• Best practices for roles, groups, and organizations
• Managing custom user and organization fields

Useful resources:

• Launch guide for Zendesk
• Roles:
  • Understanding Zendesk Support user roles
  • Creating custom roles and assigning agents 
• Creating groups
• Creating organizations 
• User and organization fields
  • Adding custom fields to users
  • Adding custom fields to organizations 

Don’t miss this opportunity to enhance your Zendesk experience. Sign up now to reserve your spot.

We look forward to seeing you there!

Zendesk is introducing a new series of live tutorial webinars called Zendesk essentials. These are informative sessions designed for newcomers or anyone looking to optimize their use of core features and functionality. Whether you're just starting out or seeking to refresh your skills, this series will provide fundamental education and real examples of common configurations to help you get the most out of Zendesk.

This announcement includes the following topics:

• What to expect
• Which sessions will happen in March?
• What do I need to do?

What to expect

• Comprehensive overviews: Each session offers a thorough introduction to the key features of Zendesk Support, ensuring you can effectively utilize the platform
• Step-by-step tutorials: These easy-to-follow tutorials will guide you through real workflows that other Zendesk users have found beneficial, providing both instruction and inspiration for your own use cases
• Best practices: Gain valuable insights from Zendesk experts and fellow users to avoid common pitfalls and build for the future
• Interactive Q&A: Engage in live discussions where you can ask questions and receive real-time assistance from Zendesk experts

Which sessions will happen in March?

The team will publish an announcement a week ahead of each event in the Announcements topic of the Zendesk Community. To know more about what is planned for the month of March, see the table below.

What do I need to do?

Visit the Zendesk essentials: Live tutorials series page and click Join today to stay updated on past and upcoming events.

By attending these webinars, you'll gain a deeper understanding of core Zendesk functionality, ideas for your own workflows, and access to a community of experts and peers eager to share their learnings.

Hey Matt Farrington Smith , I think this is the correct link you're looking for :) https://developer.zendesk.com/documentation/apps/build-an-app/build-your-first-support-app/part-1-laying-the-groundwork/

I hope this helps!

Hey Jake, apologies for the delayed response and Happy New Year! 
 
I checked in on your ticket and it looks like one of our Sales reps was able to respond to you. They'll be following up once they have more information on your CSM :) 
 
Let us know if you have any other questions!
 

Hey Nick Meisenheimer , I confirmed that our product managers are aware of this need but we don't yet have an ETA of when this will be added to their roadmap.