How to setup your Zendesk- Automations

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Automations are similar to triggers because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and agents. Where they differ is that automations execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated.

Process:

1. Learn/Discovery - The phase in which we discuss everything related to your business
- Kickoff - Meet and greet and establishingg project participants ✅
- Customer preparation
- Business requirements - Details about 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
- Email Channel Setup ✅
- Chat Channel Setup ✅
- Agent workspace ✅
- Social Messaging ✅
- Business rules - Automating How TOs and Best practices
- Triggers ✅
- Automations ✅
- SLAs
- 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.

[captainshaq]

Great content, simple, straight forward and knowledgable. IMHO "fancier" videos can't cover poor content/lack of creator knowledge, so I think you're certainly in the clear :) Keep up the great work!

[mostafa.s.thabet]

Hi Dominic, first thanks for the amazing videos; secondly you mentioned that you wrote an article about the infinite bump bump solve; it would be great if you let me know where to find it, as I searched through your website and I couldn't find i. Thanks

[tricialewis]

Hi Dominic I hope all is well. I wanted know how to do a set up an automatic response for customers once they sent us an email. Example if customer send us message I would like to say thank you for contacting us. Please allow 24 to 48 hours for us to follow up with you. Your help would be much appreciated!

[shwetarakshe]

Does any condition we put wihout adding tags that runs again and again for the same ticket as well..say for an instance trigger or automation..Could you just brief why tags are important in automations n triggers?