Zendesk Cheat Sheet

A Zendesk cheat sheet can be helpful for users and support agents to navigate the Zendesk platform efficiently. Here’s a basic Zendesk cheat sheet:

User Interface

  • Dashboard:
    • Access the main dashboard to view key metrics.
  • Tickets:
    • Navigate to the “Tickets” tab to view and manage support tickets.
  • Views:
    • Use predefined views or create custom views to filter tickets.
  • Search:
    • Utilize the search bar to find specific tickets, users, or articles.

Tickets

  • Create a New Ticket:
    • Click on “New Ticket” to create a new support request.
  • Ticket Status:
    • Tickets have statuses like Open, Pending, Solved, or Closed.
  • Ticket Properties:
    • Assignee, Group, Priority, Tags, and more can be set for each ticket.
  • Merge Tickets:
    • Combine duplicate tickets by merging them.

Knowledge Base

  • Knowledge Base (Help Center):
    • Access the Knowledge Base to create and manage articles.
  • Article Creation:
    • Create new articles to provide self-service support.
  • Article Categories:
    • Organize articles into categories for easy navigation.

Automation

  • Automations:
    • Set up automations to perform actions based on certain conditions.
  • Triggers:
    • Create triggers to automatically perform actions when specific events occur.
  • Automated Ticket Assignments:
    • Use automations to assign tickets to specific agents or groups.

User Management

  • User Profiles:
    • View and manage user profiles for customers and agents.
  • Organizations:
    • Organize users into organizations for better management.
  • User Roles:
    • Define roles for agents with specific permissions.

Reporting and Analytics

  • Reports:
    • Access built-in reports or create custom reports to track performance.
  • Dashboards:
    • Customize dashboards to monitor key metrics at a glance.

Apps and Integrations

  • Zendesk Marketplace:
    • Explore the Zendesk Marketplace for apps and integrations.
  • Zendesk API:
    • Utilize the Zendesk API for custom integrations.

Communication

  • Email Integration:
    • Set up email integration for seamless communication.
  • Zendesk Chat:
    • Enable Zendesk Chat for real-time customer support.

Collaboration

  • Internal Notes:
    • Use internal notes for internal communication on tickets.
  • Ticket Comments:
    • Communicate with customers through ticket comments.

Tips and Shortcuts

  • Shortcuts:
    • Learn keyboard shortcuts for faster navigation (e.g., ‘M’ for merging tickets).
  • Macros:
    • Create macros for repetitive ticket actions.
  • Suspend Ticket:
    • Temporarily suspend a ticket using the “Suspend” status.

This cheat sheet covers some fundamental aspects of Zendesk. Keep in mind that Zendesk is a powerful customer service platform, and continuous exploration of features and updates is essential for effective use.