Brett Bowser

Zendeskでは、継続的に「Zendeskの基本機能：ライブチュートリアル」を開催していきます。これらの有益なセッションは、初心者から熟練者までのユーザーを対象にしており、コア機能の使用を最適化することに重点を置いて設計されています。このシリーズでは、Zendeskを使い始めたばかりのユーザーや、スキルアップを目指すユーザー向けに、Zendeskのエクスペリエンスを最大限に高めるために不可欠な学習と実践例が用意されています。

このお知らせの内容は以下のとおりです。

• アップグレードは次のステップで行われます
• どのセッションが3月と4月に開催されますか？
• 必要な作業

アップグレードは次のステップで行われます

• 包括的な概要：各セッションでは、Zendesk Supportの主な機能を詳しく紹介し、お客様がZendeskプラットフォームを効果的に活用できるようにします。
• ステップバイステップのチュートリアル：これらのわかりやすいチュートリアルでは、他のZendeskユーザーが有益だと感じる実際のワークフローをガイドし、独自のユースケース向けの指示とインスピレーションを提供します。
• ベストプラクティス：Zendeskのエキスパートや仲間のユーザーから貴重なインサイトを得て、よくある落とし穴を回避し、将来に備えます
• インタラクティブQ&A：ライブディスカッションに参加し、Zendeskのエキスパートから質問やリアルタイムのサポートを受けることができます

どのセッションが3月と4月に開催されますか？

チームは、各イベントの1週間前に、Zendeskコミュニティの「発表」トピックで発表を行います。3月と4月の予定については、以下の表を参照してください。

必要な作業

Zendeskの基本機能を参照してください：「ライブチュートリアルシリーズ」ページに移動し、今すぐ「参加」をクリックして、過去および今後のイベントの最新情報を確認してください。

これらのウェビナーにご参加いただくと、Zendeskのコア機能について理解を深め、独自のワークフローのアイデアや、自分のインサイトの共有を望むエキスパートや仲間のコミュニティにアクセスすることができます。

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は、Zendesk Essentialsという新しいライブチュートリアルウェビナーシリーズを開始します。これらのセッションは、初心者やコア機能の使用を最適化したい人のために用意された有益なセッションです。このシリーズでは、Zendeskを使い始めたばかりの方も、スキルの更新を検討している方も、Zendeskを最大限に活用するための基本的な知識と一般的な構成の実例を紹介します。

このお知らせの内容は以下のとおりです。

• アップグレードは次のステップで行われます
• 3月に開催されるセッションはどれですか？
• 必要な作業

アップグレードは次のステップで行われます

• 包括的な概要：各セッションでは、Zendesk Supportの主な機能を詳しく紹介し、お客様がZendeskプラットフォームを効果的に活用できるようにします。
• ステップバイステップのチュートリアル：これらのわかりやすいチュートリアルでは、他のZendeskユーザーが有益だと感じる実際のワークフローをガイドし、独自のユースケース向けの指示とインスピレーションを提供します。
• ベストプラクティス：Zendeskのエキスパートや仲間のユーザーから貴重なインサイトを得て、よくある落とし穴を回避し、将来に備えます
• インタラクティブQ&A：ライブディスカッションに参加し、Zendeskのエキスパートから質問やリアルタイムのサポートを受けることができます

3月に開催されるセッションはどれですか？

チームは、各イベントの1週間前に、Zendeskコミュニティの「発表」トピックで発表を行います。3月の予定については、以下の表を参照してください。

必要な作業

Zendeskの基本機能を参照してください：「ライブチュートリアルシリーズ」ページに移動し、「今日から参加」をクリックして、過去および今後のイベントの最新情報を確認してください。

これらのウェビナーにご参加いただくと、Zendeskのコア機能について理解を深め、独自のワークフローのアイデアや、自分の学びの共有を望むエキスパートや仲間のコミュニティにアクセスすることができます。

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.