How to setup your Zendesk - General Walkthrough
In this video we move away from the Learn phase and move on to the Design phase.
We look at how the General Walkthrough presentation looks like where we centralise all business cases that go through Zendesk support. We also look at a process flow example. I use Miro boards to create my process flows and I present a global use case for the email channel.
The Process and what has been covered:
Learn/Discovery - The phase which we discuss everything related to your business
Kickoff - Meet and greet and establishing project participants ✅
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 ✅
Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features ✅
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
Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
Technical assistance - An overview of security, email and domain setup
Launch - A review checklist for setup
Handover
The video
If you have any questions or thoughts on the video, I encourage you to please write to me.