How to Setup Zendesk - Ticketing (Views, Macros, Tags)

In today’s video we are discussing Zendesk ticketing, workload visibility and improving agent productivity. The following topics are covered in the video:

Views
Macros
Tags
Ticket Settings

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.

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