You’ve purchased licenses and now you’re probably wondering, “How do I set up Zendesk?” Every business is unique. We work to understand what sets your organization apart to ensure you have a successful Zendesk Implementation.
If you decide to implement Zendesk on your own, you will want to verify a few settings and features are enabled before you go live.
Which Settings are key for a Zendesk Implementation?
Zendesk Explore
- Explore is the reporting feature for your support activities. To activate it, simply click the 2×2 squares in the top right corner of your screen when logged into Zendesk and select Explore. It will prompt you to activate.
- Most likely, your main source of communication with your customers is via email. In order for you to start receiving emails at your support address into Zendesk, you will need to add your email address to your instance. Here is an article to help you set this up: Forward incoming email into Zendesk
- We also suggest allowing Zendesk to send email on behalf of your email domain. This allows Zendesk to make the email address look like it’s coming from your company rather than coming from Zendesk.
Guide
- Create a knowledge base that empowers customers with self-service options. This will save your Agents valuable time and allow your customers to find answers quickly.
- Utilize a Web Form to gather required information from your customers that need help from your Support team. This helps provide accurate reporting information for why your customers are contacting you and can help solve issues quickly.
Security
- Set up proper security measures and access to protect sensitive data and Zendesk settings. Utilize User roles (Enterprise only) to make sure your Agents have the proper clearance to do their jobs efficiently.
- Using Single Sign-on (SSO) provides an easy way for your Agents or End Users to verify their identity without needing to remember yet another password.
If you have additional questions about your Zendesk Implementation, we can help!