Apr 29, 4:00 – 5:00 PM (UTC)
Zendesk essentials: Live tutorials
On April 29, 2025, the Zendesk team successfully launched the new series, “5 Steps to provide email support”. It kicked off with the first episode “Step 1: Plan your setup.” This session focused on laying a strong foundation for effective email communication, guiding participants on how to customize Zendesk features to meet their specific business needs for efficient email support. Our speakers, Angie and Ray, from Zendesk’s Customer Success team, guided our attendees through best practices for organizing teams, customers, and workflows to optimize email support.
Planning Your Setup: We covered the importance of thorough planning, aligning workflows, team organization, and creating efficient communication and processes.
Team Organization: Our speakers talked about managing agent assignments and permissions effectively. Organize agents by tier levels, functional areas (IT, HR), language proficiency, or departments. Consider expertise, workload, shifts, and challenges when grouping agents. Custom roles and permissions, improve security, accountability, and performance management.
Customer Organization: We emphasized the importance of organizing end users into organizations to tailor triggers, automations, SLAs, and reporting. We covered different approaches for B2B, B2C, and B2E contexts, such as segmenting by company size, industry, subscription tier, or language.
Access and Security: We reviewed how to properly assign access levels to agents based on roles, groups, and business needs. We explained how to use workflows and decision trees to determine ticket access (all tickets, group tickets, assigned tickets).
Data Tracking and Custom Fields: The use of ticket fields was also discussed, organization fields, and user fields to capture relevant data for reporting and analysis. Custom fields help categorize tickets, segment customers, and personalize interactions. Keep critical fields required, but avoid overwhelming users with too many fields and regularly update fields to reflect changing workflows and business needs.
Participants learned about the importance of carefully planning and strategizing their email support setup using Zendesk to ensure efficient workflows, smooth operations, and aligned business goals.
Attendees gained valuable insights into:
How to strategically plan and organize their email support setup in Zendesk to create efficient workflows and improve customer experience
Structuring teams and customers using groups and organizations,
Managing agent permissions securely, and leveraging custom fields for better data tracking and reporting.
The importance of thorough planning before implementation to avoid confusion and optimize support operations.
The live Q&A session at the end provided a valuable opportunity for attendees to ask questions related to the features and workflows discussed, fostering an interactive learning environment.
Don’t miss out on future episodes of this insightful series! Stay tuned for more opportunities to enhance your email support strategy.
[Webinar recording] 5 steps to provide email support - Step 1: Plan your setup
[Presentation deck] 5 steps to provide email support - Step 1: Plan your setup
To further assist you in your Zendesk journey, feel free to leverage these helpful resources:
Getting Started with Zendesk
Organizing Teams and Users
Business Support Strategies
Identifying Common Issues
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