Zendesk Implementation Checklist for Startups

Kicking off with Zendesk for Startups

Welcome to your Zendesk Implementation Checklist! This checklist is your roadmap to successfully setting up Zendesk. We recommend bookmarking it for easy reference throughout your Zendesk journey. There will be links included below to more in-depth, free, on-demand trainings for your admins and agents, so that you can all become experts!

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Step 1: Setting up your users

Create Groups

Think about hierarchy or departments and how that is reflected (ie: support/billing, topics, channel, tiered support model, etc…)

Note: Agents can be added to more than one group.

Add Agents

Add your agents and give admin permissions so people can make changes "on-the-fly" and participate in implementation.

Add your agents to the groups that you have created.

Note: For early stage companies, about 5 admins should be okay as long as you communicate with each other about your implementation. As your support team grows, consider limiting the number of admins.

Organization fields

D2C or B2B – you will use either org fields (ie: equipment, specific app, subscription type, etc…) and/or user fields (location, subscription type, support level standard/VIP, etc…) – map these fields to customers

Adding customers to Zendesk

You will want to know about who is submitting a ticket (ie: first name, last name, phone, email) for context

Three options for adding users (this works for agents and end-users/customers)

Add one-by-one

Bulk import with CSV

APIs

Note: If you’re migrating from a different system, consider helpdeskmigration support

Step 2: Setting up your channels

Email

Most people start here. You have three options:

The out-of-the-box Zendesk email that looks like support@yourdomain.zendesk.com

Note: You can create alternatives to this email address (ie: support or billing or subscription etc… and route tickets based on the email that they are received at).

Email forwarding

Allowing Zendesk to send emails on behalf of your domain

Note: For this option, some companies get their IT team involved for SPF and DNS records for domain permissions

Note: Feel free to add as many emails as you need.

Other Channels to consider:

Chat or Messaging (while similar, these are actually different channels!)

Help Center

APIs

Whatsapp

Step 3: Time to automate with workflows

Ticket statuses

Use Zendesk system statuses or custom statuses

Create fields

Use system fields custom fields to track specific information about an organization or an individual

Create forms

Add your ticket fields to your ticket forms

Tip: Use the Ticket Fields and Forms Worksheet linked in Seismic!

Step 4: Create Views and Macros

Views

Leverage groups, organizations, fields/forms, channels (ie. live chat, whatsapp, email) to organize and prioritize views – whatever applies to your business case and implementation

Note: The goal here is to keep your agents focused and productive. Your agents most likely do not need access to more than a few views, and each of those views should not have more than double-digit ticket volume.

Macros

Macros are a powerful way to automate 10 different actions in one click. Macros are a great best practice for Quality Assurance (QA) and brand consistency that is scalable and easy to work with.

Note: Numbering your macros makes them more accessible and manageable. For example, all Tier 1 support macros can start with the number 1 (ie: 11, 12, 13, 14, 15, 16 etc…), and all tier 3 can start with the number 3 (ie: 31, 32, 33, 34, 35, 36 etc…) Have a number for each group of agents to ensure that the macros you create are utilized!

Step 5: Learn about your default triggers and automations

Do NOT delete the built-in Zendesk triggers/automations. Duplicate them and work on the duplicate(s), and deactivate the original(s). For additional resources take our on demand training.

Note: Triggers will fall in the right place at the right time. It can be very enticing to build lots of triggers and automations, but the reality is that for most early-stage companies, a handful of triggers/automations are sufficient, and macros are a robust alternative.

Step 6: Find the right extensions in the App Marketplace

Integrate only what you need! Apps should be treated as tools to get your agents the necessary context they need to support your customers – too much context can slow down your agent’s ability to prioritize what information is important.

Note: Some apps charge a fee, which you’ll be able to see in our marketplace.

Looking for more Information or help?

We hope you found this implementation checklist helpful! If you have more questions or are eager to learn more, we’ve got you covered. Here are some valuable resources to assist you:

Free On-Demand Training

Zendesk training is available 24/7, allowing you to enhance your customer experience (CX) skills and prepare your agents anytime, anywhere. Visit training.zendesk.com to create a free account and explore various learning paths for in-depth training.

Startups Office Hours

At Zendesk for Startups, we are dedicated to providing the support you need. Join our live onboarding sessions and product walkthroughs to kickstart your journey with Zendesk solutions and maximize your value from the beginning. Register for a session here to reserve your spot!

Startups Slack Community

Join the Zendesk Community to connect with industry leaders and fellow entrepreneurs who are building their businesses with Zendesk. This collaborative space fosters engagement and discussions that can lead to new ideas, solutions to challenges, and a vibrant network of like-minded peers.

Additional Resources

Startups Live Onboarding

Zendesk Startups Central

About the Zendesk for Startups program

AI-Efficiency Guide for Startups