How to do a Zendesk account Health Check

 

What the best thing to do during quarantine when sales are down, but your agents are stressed because users have so much time to spend online? 

An account review or health check ✅

Best thing to do is to see where your Zendesk account is and how you can make it better and improve your workflows.

Let’s be honest, this will all pass and things will resume a somewhat normal course. I can’t say when, but it’s probably going to be soon. I hope this comment will age well.

Investigate your data:

Account Review

  • Account information — to name a few things: languages, time zones, subscription type, add ons and security.

  • Brands — An assessment of the number of brands and their host mapping.

Channel Setup

  • Email — Are the emails well setup? Is the forwarding working as expected? 

  • Twitter/Facebook — Why not answer your social media requests directly through Zendesk?

  • Chat

  • Talk

  • Text

  • Widget

  • Guide (Help Center)

  • API

  • Mobile SDK

People

  • End users

  • Organizations

  • Agents/Administrators

  • Roles

Data fields

  • User fields

  • Organization fields

  • Ticket fields

  • Forms

Productivity

  • Views

  • Macros

  • Dynamic content

  • Schedules

Business rules

  • Triggers

  • Automations

  • SLAs

Apps and integrations

Please find below an example of an Account Health Check structure example. Notice that at the end there’s a quick assessment of what the account could quickly improve on to optimize and make it run more efficient. Based on my findings you will be able to contact a partner - if you decide not to work together - and ask if those points can in fact bring efficiency to how your Zendesk is setup. You can directly ask for a quotation for the job. Just by doing the account audit. Nice, no?

 
ZendeskDominic Brasoveanuzendesk, zendesksupport, accountreview, ticketingsystem, zendeskmanager, zendeskaccountmanager