Getting started with Zendesk Suite - Part 13: Rolling out your Zendesk Suite support solution

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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>All Suites</strong>
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<p class="sidenav-heading">Articles in the series</p>
<ul class="nav nav-underline flex-column" id="zs_getting_started_suite_13__ul_a2v_xzs_x5b">
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4408881937306">Introduction: Getting started with Zendesk
Suite</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944856070426">Part 1: Accessing Zendesk Suite admin
settings</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944849237658">Part 2: Adding team members</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944925937818">Part 3: Understanding how end user accounts are
handled</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944919944730">Part 4: Managing user access security and
authentication</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944930820506">Part 5: Adding support channels</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944922385050">Part 6: Routing incoming support requests</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4945055494170">Part 7: Managing support requests during
non-business hours</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944993140762">Part 8: Guaranteeing customer support
expectations with service level agreements</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944968790426">Part 9: Reporting on support activity</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944994159130">Part 10: Enabling customer satisfaction
ratings</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6501074649242">Part 11: Leveraging AI features with Zendesk</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970330138">Part 12: Using the Zendesk developer platform to
extend your support solution</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970747418">Part 13: Rolling out your Zendesk Suite support
solution</a>
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<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6579939982746">Part 14: Additional features</a></li>
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<p class="p">Now that you have an overview of Zendesk Suite, you can begin planning how you’ll roll
out your Zendesk support solution to your team members and then your customers.</p>
<p class="p">Because Zendesk Support is the hub of Zendesk Suite and all of the Zendesk products are
designed to work with Support, you’ll want to set it up first.</p>
<p class="p">Get started by adding your team members, organizing them into groups, assigning admin user
roles, creating any custom user profile fields that you need, setting up organizations, creating
your support email addresses, and adding custom ticket fields and ticket forms. </p>
<p class="p">Then, set up the support channels you want to provide your customers. Set up messaging,
voice, and so on. Determine which agents will staff your channels. Determine how you’ll
handle support requests during non-business hours and set up a business schedule. </p>
<p class="p">With your channels in place, you can set up your automated workflows using views, triggers, and automations.</p>
<p class="p">While setting up new channels is a relatively easy task, an important consideration is
when to make channels available and for whom. Limiting availability at first can help
you to gauge demand and assess training and staffing needs to ensure a responsive
customer experience.</p>
<p class="p">To start, it’s a good idea to set up a self-service channel by creating a help center.
Create knowledge base articles for common support issues so your customers can resolve
many of their issues independently. Having a knowledge base also sets you to provide
better service through other channels, which can use those articles to automate
responses to support requests.</p>
<p class="p">You can then begin deploying live channels using a phased approach. For example, you
might start using voice to make outbound phone calls on particularly complex tickets or
by implementing proactive live chat on your website so that you have better control of
the flow of chats and the need to have live agents available to respond to them. This
gives you time to assess important metrics such as your average length of calls and
chats and how much time agents need after calls and chats to wrap things up. These
metrics will provide the necessary data to determine staffing levels and training
needs.</p>
<p class="p">To help you understand and manage the steps involved in launching your Zendesk support
solution, your next step should be to refer to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882670106" target="_blank">Launch guide for Zendesk Suite</a>. There, you’ll find
step-by-step instructions, best practice advice, and videos to help you successfully
roll out support to your customers. </p>
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<p class="p">Continue to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6579939982746" target="_blank">Part 14: Additional features</a>.</p>
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