On July 1st, 2025 the Zendesk team hosted the final episode in our "5 steps to providing email support" series. We covered everything you need to confidently launch your email support channel during our last episode: Step 5: Final steps to go live.

We walked through the essential final steps—activating and testing your email setup, managing notification triggers, troubleshooting common issues using ticket event logs, and monitoring performance with Zendesk’s prebuilt dashboards. Our live demos showed these features in action using our Coffee and Company example, making it easy to follow along.

Highlights included

• The importance of keeping your triggers active to ensure customers get timely updates

• How to verify incoming emails create tickets and outgoing messages reach customers

• The value of ticket event logs for troubleshooting email delivery problems

• Using dashboards to track ticket volume, agent performance, response times, and customer satisfaction

• Best practices to customize workflows and avoid notification overload

What we learned

Participants gained the confidence to finalize their email setup and prepare for live support from day one, and also learned how to use insightful reporting tools to monitor your team’s effectiveness and customer happiness. 

• Complete and test your email setup: We now know how to activate the support email and verify that incoming messages create tickets and outgoing notifications are delivered as expected.

• Customized & active triggers: Maintaining active notification triggers ensures customers receive timely updates. Thoughtful customization helps reduce email clutter and improves communication.

• Ticket event logs to troubleshoot: Ticket event histories provide detailed timelines that help diagnose why messages may not have been delivered and track ticket progress.

• Prebuilt dashboards for insights: Prebuilt reporting dashboards make it easy to monitor ticket volumes, response times, agent performance, and customer satisfaction.

• Workflows to avoid overload: Customizing triggers and workflows based on feedback helps prevent notification fatigue and keeps your support process efficient and clear.

The team also hosted a live Q&A session at the end that provided a valuable opportunity for attendees to ask questions related to the features and workflows discussed, fostering an interactive learning environment.

Next Steps

Don’t miss out on future episodes of this insightful series! Stay tuned for more opportunities to enhance your email support strategy. RSVP and explore our upcoming events!

Webinar resources

• [Webinar recording] 5 steps to provide email support -Step 5: Final steps to go live

• [Presentation deck] 5 steps to provide email support - Step 5: Final steps to go live [PUBLIC]

• Zendesk essentials Youtube playlist

• Zendesk essentials: Live tutorials series page

Useful Resources

To further assist you in your Zendesk journey, feel free to leverage these helpful resources:

• Testing your email setup

• How to test my email setup 

• Viewing all events for ticket updates

• About the standard ticket triggers

• How do I disable all emails sent to agents?

• How can prebuilt dashboards in Explore enhance my reporting and analytics experience?

• Overview of the Zendesk Support dashboard

• Analyzing your Support ticket activity and agent performance