Help Desk Tool Setup, Customization, and Implementation
Allan Frederic Donato
STANDARD IMPLEMENTATION PLAN (sample for Zendesk help desk CRM)
1. Users, Organizations, and Groups
Create accounts for different user roles.
create agents
create administrators
create and manage organizations and groups
2. Branding and Customization
Customize Zendesk according to your corporate needs.
change logo and colors
customize Zendesk portal and forum
change URL to use your company URL (subdomain)
use user's company email address to receive or reply to support requests
configure other basic Zendesk settings (business hours, internationalization, satisfaction, etc)
3. Automation and Integration
Set up Zendesk advanced features to automate support processes.
set up macros (canned responses)
create views (ticket filters)
set up triggers
set up rules
define workflows
set up automations
set up third party integrations if needed
configure other required Zendesk settings for standard help desk operations
4. Channels
Configure other support channels to expand support capabilities a. FAQs and help articles.
Zendesk Voice (optional)
Zendesk Chat (optional)
Zendesk Forums (optional)
Social Media and other third-party integration (optional)
5. Reporting and Analytics
Customize reports and define metrics to monitor performance and identify areas that need improvement.
define SLAs
track satisfaction ratings from customer feedback
create, schedule, and generate performance reports on a regular basis
Review of existing Zendesk setup to further improve help desk processes and increase customer satisfaction
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Posted Sep 27, 2024
Help Desk CRM setup, implementation, and ongoing consultation to ensure optimum performance, adherence to support KPIs and improve overall CSat.
