How to setup Zendesk - Ticketing (part 1)

In today’s video we are discussing Zendesk ticketing and data collection. The following topics are covered in the video:

- Language Settings
- Dynamic Content
- Ticket Fields
- Ticket Forms
- Conditional Fields

Lots of theoretical advice and best practices which have been gathered from my 8 years of experience.

Process:

1. 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 ✅
- Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features ✅
2. 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
3. Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
4. Technical assistance - An overview of security, email and domain setup
5. Launch - A review checklist for setup
6. Handover

I'm marking with ✅ the videos that have already been made. So go ahead and look into the Zendesk setup playlist to see them.

[JordanNawatu-yflk]

Thank you so much for posting these videos. I'm using this to fully set-up Zendesk on my own. Very easy to follow. Thank you for the hard work.

[tahirrazak]

Hi Dominic,

Thanks for uploading these videos, they are really very helpfull.
I am new to Zendesk. And have a question or rather advise on seeting up the business structure of my client. This client has two business entity with multiple locations and each locations has mutliple stores. They are all in US, so only one language. It is possible that they may add more business entities with locations and stores. What would be your recommendations.

[joseLivecruz]

Hi Dominic,

Hope all is well. Are you able to create a video on how to set up Routing Rules in Zendesk, please and thank you.

[sanghoonchoe]

Hi Dominic!~!
I am trying to make a ticket queue where there is no agent assigned.

There are queues as below
- Brand A_New Tickets
- Brand B_New Tickets
- Brand C_New Tickets
- Unassigned Tickets: queue where there is no agent assigned only
-> How should I set the conditions for Unassigned Tickets?

* How I set the queue conditions
[Unassigned Ticket]
1) Someone in charge is - (not set)
2) Status Category is smaller than Resolved

[Brand A_New Tickets]
1) Brand is A
2) Ticket Status includes one of the followings: New, Registered

Issues here: I see a Brand A's New Ticket in both [Brand A_New Tickets] and Unassigned Tickets queue.
I don't want to see a Brand A's ticket that has an assignee in [Unassinged Tickets]

What kind of changes should I make, Dominic?! Help~!

[MichaelOverbyJagt]

Amazing guides Dominic!

How do I do so that this form is shown on our web widget on our webpage? So it pops up in the chat with customer when they click on the widget.

[rashahassoun]

Hi Dominic, how to get these documents dec and any documents

[ariyasaccautama]

where can i see to set up casecading dropdown field?