On Jun 3, the Zendesk team launched the first episode in our “5 steps to providing email support” series: Step 1: Plan your setup, focused on planning a strong foundation for your email support setup. We kicked things off by focusing on planning your email support setup — the key to smooth, efficient communication.

During the session, we explored how to organize your team, set up customer groups strategically, manage agent access, and track the right data for smarter reporting.

Highlights include:

Planning email support: We explored how planning your email support setup aligns your team workflows with your business goals, ensuring smooth and effective communication from the start.

• Organizing teams and access: Learning how to group agents by tiers, functions, languages, and customer-facing roles helps assign tickets efficiently and balance security with accountability.
• Customer organization strategies: We covered how to segment customers by company, subscription tier, or region to deliver personalized, prioritized support.
• Tracking data that matters: Custom fields and structured data collection empower smarter reporting and informed decision-making to optimize support efforts.
• Scaling support operations: Importance of regularly reviewing business rules and workflows to adapt and maintain an efficient, scalable Zendesk environment.

What we learned

Participants learned about the importance of planning a strong foundation for your email support setup.

Attendees gained valuable insights into:

• Plan and map workflows that set your team up for success from day one.
• Leverage customer groupings and language routing to enhance both agent efficiency and customer satisfaction.
• Use custom fields to capture key data for actionable reporting and personalized service.
• Maintain and evolve workflows thoughtfully as your support needs grow and change.

As every session we had the chance to answer 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.

Next Steps

Ready to take the next step? Join us for the upcoming session in the series, “Building the Customer Experience,” — Learn to segment roles, manage customer organizations, and use custom fields. Live demos and Q&A included—RSVP here!

Useful resources

Getting Started with Zendesk

•  Quick Launch Guide for Zendesk

•  Launch Guide for Zendesk

Organizing Teams and Users

•  Creating Groups

•  Understanding Zendesk Support Roles

•  Adding Agents and Admins

•  Adding Organizations and Groups

Organizing Tickets and Users

Business Support Strategies

• Using Support for Your B2B Business

• Top Recommendations for B2B Support

• Using Support for Your B2E Business

Identifying Common Issues

• Using the About Field to Identify Common Issues