Effective Planning for Zendesk Workflow
How can I effectively plan my Zendesk workflow?
To effectively plan your Zendesk workflow, start by sketching out the roles, ticket types, and general workflow of your company. This doesn't have to be elaborate, but the more planning you do in advance, the better your setup will be. If your company is large, consider involving other groups in the planning process to ensure all needs are met.
For more detailed guidance, consider the specific questions related to groups, roles, business schedules, and more, as outlined in theZendesk help documentation.
More related questions
What should I consider when setting up groups in Zendesk?
When setting up groups in Zendesk, identify a specific purpose for each group that will use the platform. Consider the actions they perform and the workflows they need. Creating groups that add value to your Zendesk setup is crucial for efficient…
How do I determine the roles needed in Zendesk?
To determine the roles needed in Zendesk, assess whether your agents can accomplish their tasks with the current roles available. Consider how many different roles you need and which roles might be unnecessary. You can also add or modify roles to…
What factors should I consider for business schedules in Zendesk?
When planning business schedules in Zendesk, consider whether you support end users 24/7/365 or if some teams are only available during specific hours or days. Also, account for any holidays with reduced hours. Determine how many different…
How can I manage organizations in Zendesk?
Managing organizations in Zendesk involves deciding whether to synchronize user or organization information from an external CRM. Consider what your organizations represent, such as companies or departments, and whether users should belong to…
What information should be stored in Zendesk user and organization fields?
In Zendesk, decide what information needs to be stored for agents, end users, and organizations. Consider what information should be passed onto tickets and what is important for routing or prioritizing tickets. Critical end-user information can…
How do I set up ticket fields in Zendesk?
Setting up ticket fields in Zendesk involves determining what information is needed to route, solve, and report on tickets. Decide which fields should be end-user facing and which should be internal only. Also, consider which fields should be…
Do I need multiple ticket forms in Zendesk?
Whether you need multiple ticket forms in Zendesk depends on your tasks and organizations. Check if your account supports multiple forms and ensure you're asking for the right information from end-users. A natural flow in your ticket forms can…
What is the difference between omnichannel and skills-based routing in Zendesk?
Omnichannel routing in Zendesk automatically assigns work to agents, while skills-based routing allows for manual assignment based on agent skills. Consider whether your agents need to balance workloads across multiple channels or if they have…
How can I use triggers and automations in Zendesk?
Triggers and automations in Zendesk can streamline your workflow by automating notifications and actions. Determine which agents need email notifications and when, and decide which workflow items can be automated. Consider how your notification…
What should I consider when setting up SLA policies in Zendesk?
When setting up SLA policies in Zendesk, consider any contractual obligations or internal service target goals. Decide if you need multiple policies or a single blanket policy, and how you will prioritize tickets. Also, establish service goals for…
How do I prioritize tickets using views in Zendesk?
Prioritizing tickets using views in Zendesk involves deciding how tickets should be classified and which tickets each group should see. This helps ensure that tickets are addressed in a timely manner and by the appropriate team members.
How can macros improve my Zendesk workflow?
Macros in Zendesk can improve your workflow by providing quick responses to common issues. Decide what your comment text should say and whether the macro should leave a public or private comment. Determine which agents should have access to…
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