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Zach Wermich

Joined Apr 14, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Zach Wermich

Zach Wermich created an article,

ArticleZendesk programs and services

What does the "Zendesk for Startups" program credits cover? 

The Zendesk for Startups program offers qualifying startups credits to use towards Zendesk Suite as well as Zendesk Sell (+ Sell Reach). The trial will default to Zendesk Suite Professional* plan but you are free to pick and choose the plan that best fits your needs.

Products covered in all different packages of Zendesk Suite include:

  • Support 
  • Guide 
  • Chat/Messaging (Social Messaging)
  • Talk
  • Explore 
  • Answerbot
  • Gather
  • Light Agents
  • Side Conversations
  • Mutlibrand
  • Productivity Pack
  • Data Center Locality

For more information on what’s available on each plan click here.

  • Products/ features that are NOT covered by the program credits: 
    • Talk Usage Credits (billed to card on file via “pay as you go” pricing )
    • Talk Partner Edition (only included if using Zendesk Suite)
    • Sell Voice phone minute usage (billed to card on file via “pay as you go” pricing)
    • Cost of any needed Integrations (3rd party apps that integrate with Zendesk or are paid apps from Zendesk)

 

Check out this short video with more information about our Program.

 

Disclaimer: 

Zendesk for Startups provides a monthly credit for six (6) months of up to fifty (50) Agents redeemable for any combination of Zendesk Support, Talk, Chat, Guide, Explore, and Sell products, for free. Consulting Services, Add-ons, integrations, and Zendesk Talk or Zendesk Sell minutes are not included. Your use and access to Zendesk Services under this program shall be governed by Zendesk’s Main Services Agreement and other applicable policies located on our website.

Edited Jun 13, 2023 · Zach Wermich

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Zach Wermich created an article,

ArticleZendesk programs and services

How do I apply my promotional code/ coupon?

Be sure to confirm your billing cycle is set to monthly when using your Zendesk for Startups promo code. Detailed walkthrough below:

 

To apply your code:

  1. Sign in to your Zendesk Suite trial instance. 
  2. Click Buy Zendesk Suite in the top-right corner.

    Screen_Shot_2021-02-09_at_12.59.26_PM.png

  3. Choose the solution you need, either the "Zendesk Suite" or "Zendesk Support" only. 
  4. Select the Suite plan type you need, either Team, Growth, Professional or Enterprise.
  5. Adjust the agent seat count and billing cycle at the bottom of the current screen and then choose Next.
  6. Choose Apply a Promo Code.
  7. Enter your promo code and click Apply.
  8. Complete the checkout process.
    Congrats!

If you are still waiting to be approved, feel free to create a trial account but DO NOT subscribe and pick your plan. If you pick a subscription prior to receiving a code from us, this will remove you from participation as the program and its benefits may only be applied to new Zendesk accounts. 

Can I change my subscription during the 6 months I'm using the credits?

If you’d like to upgrade, the account owner may do so at any time via Admin Center > Subscription.

If you choose to downgrade, contact startups@zendesk.com. Downgrading your subscription via dollar amount, product type, or agent count will automatically void your current promotion on the account and you will be billed with the next invoice.

Edited Aug 21, 2024 · Zach Wermich

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Zach Wermich created an article,

ArticleZendesk programs and services

What’s included in the benefits and how to qualify?

Zendesk for Startups provides a monthly credit for six (6) months of up to fifty (50) Agents redeemable for the Zendesk Suite+ Sell for free. Consulting Services, add-ons, integrations, and Zendesk Talk minutes are not included. Use and access to Zendesk Services under this program shall be governed by Zendesk’s Main Services Agreement and other applicable policies located on our website. 

***. Add-ons, integrations, and Zendesk Talk or Zendesk Sell Voice numbers & minutes are not included. Please see Startup Program Credits Coverage” for details***

 How do I apply to participate in the Zendesk for Startups program?

To qualify for the program, you must have the following requirements:

  1. Must be a BRAND NEW Zendesk Customer (existing customers do not qualify)
  2. Must have raised venture capital funding (up to Series A stage or below)
  3. Fewer than 50 employees

How do I find out if I'm approved?

Once you’ve successfully applied, Zendesk will reach out via email updating you on the status of your application and details needed to get started. 

Feel free to begin a trial account and start testing out our products, but refrain from beginning a paid subscription as promotional credits given are reserved for new customers only (can only apply credits in trial phase).

 

If I am denied approval, what else can Zendesk offer?

If you do not qualify for the Zendesk for Startups program, please feel free to create a trial and access our flexible pricing options located here.

For other product related questions, take a look at our customer-facing Help Center, which includes set up guides, how to’s, and other product information to get you set up correctly.

You may contact our Product Support team directly at 888-670-4887 or reach us here as well.

 

What happens after the credits expire on my account?

At the end of the 6-month trial, your credit card on file will automatically be charged for the products & number of agents you currently have if you do not cancel or update your subscription. 

If you’re satisfied with your current subscription, no action needs to be taken and your Zendesk experience will be uninterrupted. If you’d like to update your subscription at any time, you can do so within the Admin Center in your Zendesk instance. This Help Center article has guidance on how to do so.

Edited Jun 13, 2023 · Zach Wermich

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Zach Wermich created an article,

ArticleZendesk programs and services

The Zendesk for Startups Program provides qualified startups access to the full family of Zendesk products for free* for their first 6 months. This gives fast growing companies the ability to create the best customer experiences with their business from the very beginning.

Program goals and requirements

The goal of the Zendesk for Startups program is to establish long-term relationships and act as a strategic partner within our startup community to assist early stage companies for hypergrowth and scale with tools that will help them for the long haul, not just for their immediate needs that they’ll soon outgrow.

In addition to Zendesk product access, participating startups also receive regular access to additional guidance, with virtual office hours and other on demand resources as Zendesk is committed to helping startups get it right from the start.

Program requirements are as follows:

  • Must be a brand new Zendesk subscriber (previous or active paid customers may not participate)
  • Must have fewer than 50 employees
  • Must have raised up to Series A in venture funding

If you have additional questions about the program, read the related topics shown below, or contact Zendesk Customer Support.

The Zendesk CX Academy 

If you've joined the Zendesk for Startups Program and are ready to get going, then the Zendesk CX Academy is your next stop. This program is designed to help startups get the most out of Zendesk, and is part of the benefit of being a part of the program and community. Learn more about the Zendesk CX Academy

Related topics

Zendesk for Startups provides a monthly credit for six (6) months of up to fifty (50) Agents redeemable for any combination of Zendesk Support, Talk, Chat, Guide, and Explore products, for free. Consulting Services, add-ons, integrations, and Zendesk Talk minutes are not included. Your use and access to Zendesk Services under this program shall be governed by Zendesk’s Main Services Agreement and other applicable policies located on our website.

Edited Jun 13, 2023 · Zach Wermich

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Zach Wermich created an article,

ArticleZendesk programs and services

Kicking off with Zendesk for Startups

Welcome to your Zendesk Implementation Checklist! This checklist is your roadmap to successfully setting up Zendesk. We recommend bookmarking it for easy reference throughout your Zendesk journey. There will be links included below to more in-depth, free, on-demand trainings for your admins and agents, so that you can all become experts!

Before you go any further, join us for a live onboarding session with some of our CX specialists!
P.S. If you haven't activated your promo code already, click here and then come back to this checklist.

 

Got 2 minutes?

Check out 4 Quick Ways to Maximize Your Zendesk Value during your 6-month program and beyond!


Now that you've gotten a preview, let's hit the ground running!

 

Step 1: Setting up your users

Create Groups

  1. Think about hierarchy or departments and how that is reflected (ie: support/billing, topics, channel, tiered support model, etc…)

Note: Agents can be added to more than one group.

Add Agents

  1. Add your agents and give admin permissions so people can make changes "on-the-fly" and participate in implementation.
  2. Add your agents to the groups that you have created.

Note: For early stage companies, about 5 admins should be okay as long as you communicate with each other about your implementation. As your support team grows, consider limiting the number of admins.

Organization fields

  1. D2C or B2B – you will use either org fields (ie: equipment, specific app, subscription type, etc…) and/or user fields (location, subscription type, support level standard/VIP, etc…) – map these fields to customers

Adding customers to Zendesk

  1. You will want to know about who is submitting a ticket (ie: first name, last name, phone, email) for context
  2. Three options for adding users (this works for agents and end-users/customers)
    1. Add one-by-one
    2. Bulk import with CSV
    3. APIs

Note: If you’re migrating from a different system, consider helpdeskmigration support

 

Step 2: Setting up your channels

Email

Most people start here. You have three options:

  1. The out-of-the-box Zendesk email that looks like support@yourdomain.zendesk.com

Note: You can create alternatives to this email address (ie: support or billing or subscription etc… and route tickets based on the email that they are received at).

  1. Email forwarding
  2. Allowing Zendesk to send emails on behalf of your domain

Note: For this option, some companies get their IT team involved for SPF and DNS records for domain permissions

Note: Feel free to add as many emails as you need.

 

Other Channels to consider:

  1. Chat or Messaging (while similar, these are actually different channels!)
  2. Help Center
  3. APIs
  4. Whatsapp

 

Step 3: Time to automate with workflows

Ticket statuses

Use Zendesk system statuses or custom statuses

Create fields

Use system fields custom fields to track specific information about an organization or an individual

Create forms

Add your ticket fields to your ticket forms

Tip: Use the Ticket Fields and Forms Worksheet linked in Seismic!

 

Step 4: Create Views and Macros

Views

  • Leverage groups, organizations, fields/forms, channels (ie. live chat, whatsapp, email) to organize and prioritize views – whatever applies to your business case and implementation

Note: The goal here is to keep your agents focused and productive. Your agents most likely do not need access to more than a few views, and each of those views should not have more than double-digit ticket volume.

Macros

  • Macros are a powerful way to automate 10 different actions in one click. Macros are a great best practice for Quality Assurance (QA) and brand consistency that is scalable and easy to work with.

Note: Numbering your macros makes them more accessible and manageable. For example, all Tier 1 support macros can start with the number 1 (ie: 11, 12, 13, 14, 15, 16 etc…), and all tier 3 can start with the number 3 (ie: 31, 32, 33, 34, 35, 36 etc…) Have a number for each group of agents to ensure that the macros you create are utilized!

 

Step 5: Learn about your default triggers and automations

Do NOT delete the built-in Zendesk triggers/automations. Duplicate them and work on the duplicate(s), and deactivate the original(s). For additional resources take our on demand training.

Note: Triggers will fall in the right place at the right time. It can be very enticing to build lots of triggers and automations, but the reality is that for most early-stage companies, a handful of triggers/automations are sufficient, and macros are a robust alternative.

 

Step 6: Find the right extensions in the App Marketplace

Integrate only what you need! Apps should be treated as tools to get your agents the necessary context they need to support your customers – too much context can slow down your agent’s ability to prioritize what information is important.

Note: Some apps charge a fee, which you’ll be able to see in our marketplace.

 

Looking for more Information or help?

We hope you found this implementation checklist helpful! If you have more questions or are eager to learn more, we’ve got you covered. Here are some valuable resources to assist you:

Free On-Demand Training

Zendesk training is available 24/7, allowing you to enhance your customer experience (CX) skills and prepare your agents anytime, anywhere. Visit training.zendesk.com to create a free account and explore various learning paths for in-depth training.

Startups Office Hours

At Zendesk for Startups, we are dedicated to providing the support you need. Join our live onboarding sessions and product walkthroughs to kickstart your journey with Zendesk solutions and maximize your value from the beginning. Register for a session here to reserve your spot!

Startups Slack Community

Join the Zendesk Community to connect with industry leaders and fellow entrepreneurs who are building their businesses with Zendesk. This collaborative space fosters engagement and discussions that can lead to new ideas, solutions to challenges, and a vibrant network of like-minded peers.

Additional Resources

Startups Live Onboarding

Zendesk Startups Central 

About the Zendesk for Startups program

AI-Efficiency Guide for Startups

Edited Oct 04, 2024 · Zach Wermich

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Zach Wermich created an article,

ArticleZendesk programs and services

These instructions are for those that have been approved into the Zendesk for Startups Program. If you are interested in applying, please visit here to get started today!

Welcome to the Zendesk for Startups Program! 

As a member of our program, we will provide you with the software, expert help, and community support you need to be successful in serving your growing customer base. Here’s all you need to know for accessing those resources. 

#1 - Activating your account 

  1. Start your Zendesk Suite Trial here (customer service) 
  2. Navigate to the shopping cart, add the agents you need, select monthly billing, and apply your promo code —  please see your email for the promo code. 
  3. If you want to also use Zendesk Sell for sales CRM, simply select it from the product tray in the upper right-hand corner and start the trial. 
  4. More agents can be added anytime by returning to the shopping cart. 

If you have trouble applying the code, check out this video clip for click-by-click guidance. 

IMPORTANT NOTE: Do NOT downgrade during the trial. It will remove the promo code from your account in our system and you will be charged immediately. You can, however, add more agents or upgrade plan types at any point in the six-month trial.

What’s included in the Zendesk for Startups trial?

Our startup program includes unlimited access for six months to most Zendesk products, including:

  • Zendesk Suite Professional (the complete customer service solution)
  • Zendesk Sell and Reach (for sales CRM)
  • A complete listing of what’s covered is available here

#2 - How to get onboarding help

We have a few ways to help you get up and running quickly:

#3 - Access all our program resources 

Visit the Zendesk for Startups Membership Portal to find videos, training, and events, and to join our slack community.

Edited Jan 30, 2024 · Zach Wermich

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Zach Wermich commented,

CommentZendesk Startups program

Hey @...,

You'll want to refer to the guidelines attached here for clarification, under the "what are the program requirements" section to see if you would qualify.

View comment · Posted Jun 24, 2021 · Zach Wermich

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