Brett Bowser

Hello Zendesk community!

The Zendesk team is happy to announce a new episode of the Zendesk essentials: Live tutorials this time about Building your ideal Zendesk account - Part 4: Prioritizing and tracking tickets with custom views happening on April 1st, 2025 at 11:00 AM CST (UTC-06). In this session, the team will focus on the use of views to organize and prioritize tickets to enhance the customer experience.

This webinar will provide you with the skills to track and prioritize tickets using custom views, display ticket age for better management, and learn best practices for creating views. The session features live demos that will help you streamline your ticket management process, improve response times, and enhance overall customer support.

Key product features

• Create tailored views
• Simplify workflows
• Enhance productivity

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:

• Understand views
  Learn how to stay organized by creating views that categorize your tickets into lists based on specific criteria
• Categorize views
  Discover how to develop tailored views for different ticket types, enabling you to prioritize tickets efficiently and enhance your workflow
• Track problem and incident tickets with views
  Focus on the root cause of problems reported by multiple users by having a single view, and identify trends and recurring issues

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.

Zendesk è lieta di continuare la serie Nozioni fondamentali su Zendesk: tutorial dal vivo. Queste sessioni informative sono progettate sia per i principianti che per gli utenti esperti e si concentrano sull’ottimizzazione dell’uso delle funzionalità e delle funzioni principali. Che tu abbia appena iniziato o stia cercando di migliorare le tue competenze, questa serie ti fornirà una formazione essenziale ed esempi pratici per aiutarti a massimizzare la tua esperienza Zendesk.

Questo annuncio include i seguenti argomenti:

• Cosa aspettarsi
• Quali sessioni si terranno a marzo e aprile?
• Che cosa devo fare?

Cosa aspettarsi

• Panoramiche complete: ciascuna sessione offre un’introduzione completa alle funzionalità chiave di Zendesk Support, per aiutarti a utilizzare in modo efficace la piattaforma
• Tutorial dettagliati: questi tutorial, semplici da seguire, ti guideranno attraverso flussi di lavoro pratici che altri utenti di Zendesk hanno trovato utili, offrendoti sia consigli pratici che spunti per i tuoi casi d'uso specifici.
• Prassi ottimali: ottieni insight preziosi dagli esperti Zendesk e da altri utenti per evitare errori comuni e costruire soluzioni per il futuro.
• Domande e risposte interattive: partecipa a discussioni in tempo reale durante le quali puoi porre domande e ricevere assistenza in tempo reale dagli esperti Zendesk

Quali sessioni si terranno a marzo e aprile?

Il team pubblicherà un annuncio una settimana prima di ogni evento nell’argomento Annunci della community Zendesk. Per maggiori informazioni sulle pianificazioni per marzo e aprile, consulta la tabella seguente.

Che cosa devo fare?

Visita la pagina dedicata alla serie Nozioni fondamentali su Zendesk: tutorial dal vivo e fai clic su Partecipa per non perderti gli aggiornamenti su eventi passati e imminenti.

Partecipando a questi webinar, acquisirai una comprensione più approfondita delle funzionalità di base di Zendesk, potrai raccogliere idee per i tuoi flussi di lavoro e avrai accesso a una community di esperti e colleghi desiderosi di condividere i propri insight.

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 sta introducendo una nuova serie di webinar con tutorial dal vivo intitolata Nozioni fondamentali su Zendesk. Si tratta di sessioni informative pensate per i nuovi utenti o per chiunque voglia ottimizzare l'uso delle funzionalità e delle caratteristiche principali. Che tu sia agli inizi o stia cercando di aggiornare le tue competenze, questa serie ti fornirà una formazione di base ed esempi reali di configurazioni comuni per aiutarti a ottenere il massimo da Zendesk.

Questo annuncio include i seguenti argomenti:

• Cosa aspettarsi
• Quali sessioni si terranno a marzo?
• Che cosa devo fare?

Cosa aspettarsi

• Panoramiche complete: ciascuna sessione offre un’introduzione completa alle funzionalità chiave di Zendesk Support, per aiutarti a utilizzare in modo efficace la piattaforma
• Tutorial dettagliati: questi tutorial, semplici da seguire, ti guideranno attraverso flussi di lavoro pratici che altri utenti di Zendesk hanno trovato utili, offrendoti sia consigli pratici che spunti per i tuoi casi d'uso specifici.
• Prassi ottimali: ottieni insight preziosi dagli esperti Zendesk e da altri utenti per evitare errori comuni e costruire soluzioni per il futuro.
• Domande e risposte interattive: partecipa a discussioni in tempo reale durante le quali puoi porre domande e ricevere assistenza in tempo reale dagli esperti Zendesk

Quali sessioni si terranno a marzo?

Il team pubblicherà un annuncio una settimana prima di ogni evento nell’argomento Annunci della community Zendesk. Per maggiori informazioni sul programma di marzo, consulta la tabella seguente.

Che cosa devo fare?

Visita la pagina dedica alla serie Nozioni fondamentali su Zendesk: tutorial dal vivo e fai clic su Partecipa per rimanere aggiornato sugli eventi passati e imminenti.

Partecipando a questi webinar, acquisirai una comprensione più approfondita delle funzionalità di base di Zendesk, potrai raccogliere idee per i tuoi flussi di lavoro e avrai accesso a una community di esperti e colleghi desiderosi di condividere le proprie conoscenze.

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!