How to setup Zendesk - Ticketing (part 1)
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- Опубликовано: 15 сен 2024
- In today’s video we are discussing Zendesk ticketing and data collection. The following topics are covered in the video:
- Language Settings
- Dynamic Content
- Ticket Fields
- Ticket Forms
- Conditional Fields
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Lots of theoretical advice and best practices which have been gathered from my 8 years of experience.
Process:
1. Learn/Discovery - The phase which we discuss everything related to your business
- Kickoff - Meet and greet and establishing project participants ✅
- Customer preparation
- Business requirements - Details about a project scope and objective ✅
- Business flows - A collections of everything that will be handled in your customer service tool and beyond ✅
- Training - Zendesk trainings are free now trainings.zendesk.com ✅
- Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features ✅
2. Design sessions
- General walkthrough - What the system can do given the processes discussed ✅
- People - Defining types of users, How TOs and Best practices ✅
- Ticketing - Defining data collection, How TOs and Best practices ✅
- Channels - Setup for different channels How TOs and Best practices
- Business rules - Automating How TOs and Best practices
- Reporting - Overview of data How TOs and Best practices
3. Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
4. Technical assistance - An overview of security, email and domain setup
5. Launch - A review checklist for setup
6. Handover
I'm marking with ✅ the videos that have already been made. So go ahead and look into the Zendesk setup playlist to see them.
8 tips to Optimise your Zendesk Ebook - www.dominiccx....
My website: dominiccx.com
My email: hi@dominiccx.com
Thank you so much for posting these videos. I'm using this to fully set-up Zendesk on my own. Very easy to follow. Thank you for the hard work.
Thank you for your patience to watch these 🙌
Hi Dominic,
Hope all is well. Are you able to create a video on how to set up Routing Rules in Zendesk, please and thank you.
Hi Jose, sure, I will add it to my list. Thanks for the suggestion.
Hi Dominic!~!
I am trying to make a ticket queue where there is no agent assigned.
There are queues as below
- Brand A_New Tickets
- Brand B_New Tickets
- Brand C_New Tickets
- Unassigned Tickets: queue where there is no agent assigned only
-> How should I set the conditions for Unassigned Tickets?
* How I set the queue conditions
[Unassigned Ticket]
1) Someone in charge is - (not set)
2) Status Category is smaller than Resolved
[Brand A_New Tickets]
1) Brand is A
2) Ticket Status includes one of the followings: New, Registered
Issues here: I see a Brand A's New Ticket in both [Brand A_New Tickets] and Unassigned Tickets queue.
I don't want to see a Brand A's ticket that has an assignee in [Unassinged Tickets]
What kind of changes should I make, Dominic?! Help~!
Hmm, this looks like it's a big project. Would you be interested in working together? here is a page with some offers: roca.work/roca-offers
where can i see to set up casecading dropdown field?
It's a formatting thing, put "biling :: invoices" and it's automatically created.
@@dominiccx nice, that is will be a value in one field.
is there another way to do casecading?
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I've tried that format for create a "category & sub category"
and I've tried another way to create casecading with confitional form,
but with this way, i need to create more field if we have more sub category.
@@ariyasaccautama7634 i'm not sure what you need. Conditional fields? Cascading dropdowns?
@@dominiccx I mean form condition:
example:
When I choose value_1.1 in field_1
then,
show field 2
@@ariyasaccautama7634 at the end of this video i talk about conditional field too ruclips.net/video/Aag79YwpEMg/видео.html
Hi Dominic,
Thanks for uploading these videos, they are really very helpfull.
I am new to Zendesk. And have a question or rather advise on seeting up the business structure of my client. This client has two business entity with multiple locations and each locations has mutliple stores. They are all in US, so only one language. It is possible that they may add more business entities with locations and stores. What would be your recommendations.
Hi Tahir, thank you for your question.
If the company has different Knowledge Bases for the 2 entities, I recommend using multibrand. This way, each entity can have its own branding and knowledge base articles.
For locations you can use Organisations to group customers and create business rules easier. Use either organisational fields to categorise locations or ticket fields. Depends if you need reporting for locations.
Hope this helps.
Hi Dominic, how to get these documents dec and any documents
Uh, i have plenty of goodies for you. Like this checklist: docs.google.com/spreadsheets/d/1jdb2K9mZYpIKSNiH6CP6G7iHPT5_e8IOUbTRgt10-4I/edit
Amazing guides Dominic!
How do I do so that this form is shown on our web widget on our webpage? So it pops up in the chat with customer when they click on the widget.
Hi Michael, thank you for the nice comment!
You have to copy a code snippet from admin. Go to Admin Center/Messaging and the widget you have and then copy the code. It should look something like this screenshot: www.evernote.com/shard/s292/sh/106fc34a-e13b-4270-acbd-95e3af3ba9a1/0JbjmZ3AoZeX-IFXWvbStUIx7DO26g3kHeRjvpLRwOapP5HIGMime893qg
Let me know if this helps.
@@dominiccx Wow thanks for your quick reply! I'm aware of entering the code, but how do I change what I would like on the chat-widget on the website? I just want it to open a "Hi, how can we help" and then I created a custom form that I'd like the customer to fill in, and then depending on what they choose in the form, it's going to be assigned to a specific group. Maybe I'm just blind, but I cannot really find it :)
In the web widget I cannot choose "Insert form" as a step-option, so I cannot get the user to fill in the form when submitting a ticket..?
@@MichaelOverbyJagt sorry Michael, i was traveling earlier. I'm going to sleep now. Will get back to you tomorrow.
@@MichaelOverbyJagt In order to use a form, you have 2 options: 1 is to use the Classic Web Widget where you can insert your form. The other option is somewhat limited but you are able to create a bot and use the "Ask for information" option in the bot flow. In this "Ask for information" you can insert some of your fields, but not all.
More about the classic web widget: support.zendesk.com/hc/en-us/articles/4408836216218-Using-Web-Widget-Classic-to-embed-customer-service-in-your-website
More about the bot: support.zendesk.com/hc/en-us/articles/4422584657434-Building-a-bot-using-answers