Brett Bowser

Zendesk 필수 정보: 라이브 튜토리얼 시리즈를 계속 진행하게 되어 기쁩니다. 이러한 유익한 세션은 신규 사용자와 숙련된 사용자 모두를 위해 핵심 기능의 사용을 최적화하는 데 중점을 둡니다. 이제 막 시작했든 스킬을 강화하고자 하든, 이 시리즈는 Zendesk 경험을 극대화하는 데 도움이 되는 필수 교육과 실용적인 예를 제공합니다.

본 발표에서는 다음과 같은 주제를 다룹니다.

• 예상되는 사항
• 3월과 4월에는 어떤 세션이 진행되나요?
• 어떻게 해야 하나요?

예상되는 사항

• 포괄적인 개요: 각 세션에서는 Zendesk Support의 주요 기능을 자세하게 소개하여 플랫폼을 효과적으로 활용할 수 있도록 합니다.
• 단계별 튜토리얼: 따라하기 쉬운 이 튜토리얼은 다른 Zendesk 사용자가 유용하다고 생각하는 실제 워크플로우를 안내하여 자체 사용 사례에 대한 지침과 영감을 제공합니다.
• 성공 사례: Zendesk 전문가 및 동료 사용자로부터 귀중한 인사이트를 얻어 일반적인 실수를 피하고 미래에 대비합니다.
• 대화형 Q&A: 실시간 토론에 참여하여 질문을 하고 Zendesk 전문가로부터 실시간 지원을 받습니다.

3월과 4월에는 어떤 세션이 진행되나요?

팀은 각 이벤트 1주일 전에 Zendesk 커뮤니티의 공지 사항 주제에 공지 사항을 게시합니다. 3월과 4월에 예정된 세션에 대해 자세히 알아보려면 아래 표를 참조하세요.

어떻게 해야 하나요?

Zendesk 필수 정보: 라이브 튜토리얼 시리즈 페이지에서 지금 가입을 클릭하여 지난 이벤트와 예정된 이벤트에 대한 최신 소식을 받아보세요.

이러한 웨비나에 참여하면 핵심 Zendesk 기능과 자체 워크플로우에 대한 아이디어를 심도 있게 파악하고 인사이트를 공유하고자 하는 전문가 및 동료 커뮤니티를 만나볼 수 있습니다.

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!

Zendesk는 Zendesk Essentials라는 새로운 라이브 튜토리얼 웨비나 시리즈를 소개합니다. 신규 사용자나 핵심 기능을 최적화하여 활용하고자 하는 모든 사람을 대상으로 하는 유익한 세션입니다. 이제 막 시작했든, 스킬을 재정비하고자 하든, 이 시리즈는 Zendesk를 최대한 활용하는 데 도움이 되는 기본적인 교육과 일반적인 구성의 실제 사례를 제공합니다.

본 발표에서는 다음과 같은 주제를 다룹니다.

• 예상되는 사항
• 3월에 진행되는 세션
• 어떻게 해야 하나요?

예상되는 사항

• 포괄적인 개요: 각 세션에서는 Zendesk Support 의 주요 기능을 자세하게 소개하여 플랫폼을 효과적으로 활용할 수 있도록 합니다.
• 단계별 튜토리얼: 따라하기 쉬운 이 튜토리얼은 다른 Zendesk 사용자가 유용하다고 생각하는 실제 워크플로우를 안내하여 자체 사용 사례에 대한 지침과 영감을 제공합니다.
• 성공 사례: Zendesk 전문가 및 동료 사용자로부터 귀중한 인사이트를 얻어 일반적인 실수를 피하고 미래에 대비합니다.
• 대화형 Q&A: 실시간 토론에 참여하여 질문을 하고 Zendesk 전문가로부터 실시간 지원을 받습니다.

3월에 진행되는 세션

팀은 각 이벤트 1주일 전에 Zendesk 커뮤니티의 공지 사항 주제에 공지 사항을 게시합니다. 3월에 예정된 사항에 대해 자세히 알아보려면 아래 표를 참조하세요.

어떻게 해야 하나요?

Zendesk 필수 정보: 라이브 튜토리얼 시리즈 페이지에서 지금 가입을 클릭하여 지난 이벤트와 예정된 이벤트에 대한 최신 소식을 받아보세요.

이러한 웨비나에 참여하면 핵심 Zendesk 기능과 자체 워크플로우에 대한 아이디어를 심도 있게 파악하고 지식을 공유하고자 하는 전문가 및 동료 커뮤니티를 만나볼 수 있습니다.

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.