Getting started with Zendesk is a breeze. The company offers several packages for small and large businesses, as well as light and heavy agents. Once you have your account set up, you can start addressing tickets. The company offers a 14-day trial to give you a feel for the system. You can also join the community to get more information about using Zendesk.
You can customize your Zendesk desk to match your company branding. You can create an allowlist and a blocklist to filter out spam. You can also customize your view settings. You can choose to only see tickets created by a certain user, or a certain team. This helps ensure that you don’t miss a ticket.
You can also create macros to automate responses to specific ticket types. These are more realistic than using AI messages, and they can save you time in the long run. For example, you can set a macro to respond to tickets that come in off hours. This helps keep customers happy. The same macro can be used to respond to tickets that are urgent. You can also use the Zendesk features to create links between related customer requests. You can send updates to your agents about the resolution of a ticket.
In addition, you can set up internal notes to provide context to customers. This allows your team to provide better support. The company also offers a knowledge base called Zendesk Gather, which is a great place to share information and learn more about your customers.
Another thing to note is that Zendesk has a built-in tool to help you analyze customer service data. You can access your tickets and related data on the dashboard. There are also several community forums where you can engage with other Zendesk users. You can also join CSAT surveys. This will give you insight into how satisfied customers are with your company’s products and services. You can even send a follow-up question to customers who didn’t rate your services well.
Finally, Zendesk also has an in-built feature to link customer requests that have been solved. This helps your agents solve complex customer service issues. You can also configure Zendesk to send you updates about tickets that you have resolved. The company also offers a tool to help you monitor your co-workers. This feature will show you which team members are most effective at resolving tickets. It will also let you view your colleagues’ performance and compare them to your own.
In addition, you can configure your Zendesk account to limit access to certain pages or knowledge bases. You can also link your Zendesk account to your other CRM tools. For example, you can use Zendesk to send email notifications to customers who have opened a ticket in another customer support system. This will give your customers an incentive to use your services again.
In addition to all of these features, Zendesk also has an agent workspace. This lets agents work in a single ticket interface, which can make it easier to manage incoming requests and connect with customers.
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