How to setup your Zendesk from scratch? - See the process
This is the first video of a series about how to setup Zendesk. In this one we are looking at the process of what this looks like and what we will be discussing during this series.
My Process:
Learn/Discovery
The phase which we discuss everything related to your business
1. Kickoff - Meet and greet and establishing project participants
2. 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
3. Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features
Design Phase
4. 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
5. Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
6. Technical assistance - An overview of security, email and domain setup
Launch Phase
7. Go-Live Checklist - A review checklist for setup
8. Launch
9. Handover - Cutoff