zendesk setup

notes.md

VARS

• domain - something-help.zendesk.com

Tasks and noted behaviors

• Create one customer
• Manually create a ticket for that customer
  • zendesk by default sends a mail notif to requester(user that needs help) email
    • autoresponder content:

      This ticket was created on your behalf.
      To add additional comments, reply to this email.
      ...
      

  • default from has format support+id{caseID}@something-help.zendesk.com
  • zendesk auto-assigns it to first staff user
• Reply as staff user
  • ZD sends mail notif with previous content of thread included.
  • Review details of delimiter

ZD Support approach

• chat requires OTP to proceed
• form required fileds:
  • reiterating levels of urgency: How is this impacting your business?
    • choosing non-urgent, makes it a ticket automatically
  • categorizing to highlight issues should be in-scope: Which product do you need help with?
  • open-ended query field

Chats feedback

• Just thumbs up or down

Likely best practices

• use delimiter feature, so messages don't always inclue the entire thread.
• update Support profile photo so it's easy to spot who did the response

Let's use Google Docs instead as this is heavy on updates https://docs.google.com/document/d/1F8rL2ZE7JJibsdw65pu2joMWAN1kKp5sqdsoWKtnuac/edit?usp=sharing