ZD Training Deck

ZD Training Deck

Transcript

1. Introducing Zendesk for Agents 18 August 2017, V.1.
2. Let’s get to know
3. What is ?
4. FACEBOOK EMAILS CHATS OFFLINE MESSAGES MESSAGES FROM APP
7. Zendesk Support
8. The Dashboard
10. Search
11. Chat
12. Products
13. Profile
14. View Personal Stats High Priority Tickets
15. Review Rated Tickets
16. This Week’s Solved Tickets
17. Your CSAT in the Past 1 Month
18. Helpdesk’s CSAT in the Past 1 Month
19. Views
20. Your Outstanding Tickets
21. All Unassigned Tickets
22. Your City’s Unresolved Tickets
23. Your Personal Views
24. Adding Your Personal View
25. Creating Your Personal View
26. Creating Your Personal View
27. Creating Your Personal View
28. Creating Your Personal View Add the Defining Conditions Must have at least one of: - Status - Type - Group - Assignee - Requester
29. Creating Your Personal View Decide Formatting Options
30. Creating Your Personal View List of Options
31. Creating Your Personal View Selected formatting for column in order
32. Creating Your Personal View Set Grouping and Order of View
33. Creating Your Personal View Setting view’s availability Choose this!
34. Checking your Personal View
35. Play Button
36. Play Mode Serve All Tickets in View Skip Tickets Work Faster, Smoother, Better.
37. Reports Reports
38. Leaderboard
39. First Reply Time How Quickly You Respond To A Ticket Satisfaction Customer Satisfaction Score (%) Agent Touches Number of Agent Updates to Tickets
40. VIP Status
41. Search User, Edit User
42. Add “vip_user” in Tags
43. Creating a New Ticket
44. Select the Brand
45. By Vertical and City
46. Requester, Assignee
47. Fill all Fields Customer’s Email Customer’s Email Assign yourself
48. Essential Information
49. Essential Information Order Number Category: - Pre-sales - Post-sales Ticket Issue 1 Ticket Issue 2
50. Good to Have
51. Good to Have
52. Apply Macro
53. Enter Keyword
54. Apply Macro
55. Macro Applied
56. Bold, Italicize, add Bullet Points etc.
57. Submit Ticket
58. Submit as... Open Agent is still working on the ticket.
59. Submit as... Pending Agent is waiting for more information from the customer.
60. Submit as... Solved Issue resolved.
61. Solved Customer can reply. Ticket will change to
62. Solved Customer can reply. Ticket will change to Open
63. Ticket Status Closed Agents cannot submit as Closed. Tickets are Closed automatically after a certain set time.
64. Ticket Status Closed Customers can reply. But ticket will come in as
65. Ticket Status New When a ticket first arrives
66. Managing a New Ticket
67. Tickets Overview with Customer
68. Scroll Down on Right-Hand Panel
69. Very Useful Plug-ins
70. Public Reply: Reply to Customer
71. Internal Note: Drafts / For agents to note
72. Satisfaction Prediction Score
73. Merging Tickets
74. Merging Tickets
75. Routing Tickets to Another Agent
76. Routing Tickets to Another Agent Type in name of Agent Or select from dropdown list
77. Routing Tickets to Another Agent Type in name of Agent Or select from dropdown list
78. Routing Tickets to Another Agent Submit with the appropriate status
80. Products
81. Zendesk Chat
82. Home
83. Monitor by Departments
84. Set Your Status
86. Serving a Chat
87. Chat History
88. Customer Information
89. Links to Zendesk Support
90. Transfer Chat
91. End Chat
92. Shortcuts = Macros in Chat
93. Using Shortcuts
95. Products
99. Making Calls
100. Transferring Calls
101. Zendesk Talk Ticket