Zendesk

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Zendesk saved this company 320 hours a month

Thunes is a Singapore-based company that,offers seamless fund transfers to 130 countries in 79 currencies.,Our APIs give access for our customers,to truly global, instant, and transparent payments,,so that the customers can make and accept payments simply,,securely, and instantly - wherever they may be.,We need to enable employees with the right tools and processes,,so they can work efficiently and happily.,Our legacy customer care tool actually lacked,automation, data transparency, and agent visibility functions.,It was functional when we were just a startup,,but as we grow it no longer offered us the support we needed.,We had to find a solution,that would enable us to optimize our processes,so customers would have a single point of contact for all of their concerns.,We decided Zendesk was a perfect tool to help us achieve our goals.,We are currently using the New Zendesk Suite,that includes Explore, Support, Guide,,and for Talk, we are using it in our Paris office.,The migration allowed us to enhance agent productivity in two ways.,First, we automated workflows and repetitive tasks.,We created 20 automation in Zendesk,,more than 100 triggers to autocomplete ticket fields,,and more than 200 macros to standardize our responses.,This helped to reduce agents handling time.,Secondly, we created six custom dashboards in Explore,to collect customers’ interaction data and employee performance,for us to continuously improve the process.,We integrated Zendesk with other software like JIRA and Salesforce,,as well as our internal system to create a dynamic relationship,between our customer service agents and other departments.,The Zendesk Professional Services were fantastic partners.,They assess all our problem points and understand what we wanted to do.,They helped us set up the optimal solution, provide training, and work tirelessly,with us to make all of it a reality.,As we went live, they continue to provide us with the necessary support,in giving us the confidence to use Zendesk immediately.,Our team absolutely fell in love with creating dashboard.,We felt it offered the transparency and granularity we need,to be able to support our agents and provide excellent customer service.,Previously, it took us 50 hours to respond to customers,,but with Zendesk automation triggers and macros,,we reduce our response time to under four hours.,We also saw a staggering reduction in our tickets - from 45,000 ,to about 15,000 per month.,We believe in customer service as a constant investment.,It's about retaining customers and,getting them to spend more on your business.,The Zendesk integration definitely helped us achieve that goal,,and enabled us to deliver exceptional services to them.,We wanted to be able to offer good customer service,,and we're going to do that by leveraging automation further to increase,productivity and deliver personalized and proactive customer service.,And to be honest, the collaborative environment we've had with Zendesk,has definitely h

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Zendesk Tutorial for Customer Service | How to Use Zendesk 2022

zendesk tutorial for customer service,how to use zendesk as a complete,beginner hi guys welcome back today i am,going to be showing you how to use,zendesk as a complete beginner and how,you can use zendesk for customer service,to actually run a successful business,online so let's get started first what,you have to do is you will simply open,up,zendesk.com and you will land on this,platform right here zendesk is one of,the most famous customer service,platform out there that allows you to do,customer service it has different,options and tools all the features that,we need in order to create a customer,service online so without any further,ado let's get started with it so if you,do not have an account with zendesk you,will actually have to sign up click on,free trial and you will be able to get,your free trial by just entering your,email address and then you have to set,up your password of course and enter,your first name last name your phone,number and then verify your email you,will get your own dashboard so i have,signed into my zendesk right here this,is one of the accounts that i created,for you guys and i'll show you all of,the features that you will be getting,with the free trial and then what are,the different tools we can use and how,to actually get the most out of zendesk,as a complete beginner and so this is,the dashboard for zendesk and it's a,very easy platform to use not that,complicated at all so the main dashboard,has our own some of the insights and,overview of our account that what we are,doing now as a complete beginner you,will not have any tickets created or any,insights and stats but this is what it,will give you an idea that this is how,the open tickets will look like you will,get your ticket stats right here good,bad sold then we have ticket require,your attention um and you will get all,the insights here now the question is,how to create the tickets and how we,will be able to add different contacts,we will get this option right here this,panel so this is our home which is the,get started option we get right here,then we have our views customers,organizations and reporting so let's go,to views now in views what i will be,able to do is this is where i will get,that how many unassigned tickets i have,how many tickets i have resolved how,many tickets are pending all of the,views are given right here you can see,that this is the view option and you,will get all of your tickets here let me,show you how to create a ticket you will,get this option right here which is the,quick add option it allows you to add a,ticket user organization and search so,we have three things to create let's go,ahead and create a ticket first all,right so this is where we create a new,ticket the first thing is going to be,adding a user now this will show you how,to create a user you can create a user,from here then we have the user option,here as well in customers so i will,create a user from here click on add,user and it will allow you to add a new,user

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Introduction to Zendesk Support (for beginners)

Everybody, this is Ori from Astral Web,,and I'm going to introduce you to Zendesk Support.,Zendesk is a company that has products around support, customer service,,live chat, and just information to connect businesses typically to customers.,This video is going to talk about Zendesk Support which is the most popular,or most common product that they sell.,I'm going to walk you through.,I'm going to go over some of the more important things or some of the more,common things that at least we use in our projects with our clients,and just, kind of, introduce you a little bit.,If you do have any questions, let me know and I'll be happy to answer,,create more videos and more detail, just let me know.,I've set up an account.,Right now we have a professional plan just, kind of, the third tier and,it has, kind of, a lot more features and just some extra features,,extra things you can do.,This is a dashboard right now.,Right now we're logged in as an agent.,An agent is basically someone from the business that handles tickets.,An end-user is someone who is really a customer that's asking an issue,,asking a problem, asking for a solution.,An end-user is a customer, agent is the,business person that's going to answer.,Agents can also be in groups.,Typically, the business will group agents into,their understanding, and their knowledge, their type of support they can provide.,For example, there might be, like, an entry-level agents that can handle,basic tickets, there might be managers that are above that need,to approve tickets, there might be technical groups that really can help,technical answers, there might be general customer service or very specific ones.,So groups are really going to group agents.,On top of that, there's another thing which is called organization,which, that can...,Organizations in Zendesk can group agents and the end-users together.,If your company has very specific business units or sub-companies,,or you need to organize groups of agents and end-users together,,you can use organizations.,Those are kind of the three most basic concepts of Zendesk.,Most agents don't really care too much about it.,They know about groups but organizations are a little bit bigger grouping.,Right now I'm logged in as an agent, this is a sample account.,When I login in the dashboard, I can see kind of some basic stats,,how many open tickets I have for myself, how many open tickets are in my group.,Most likely I will belong to a group with multiple agents.,Some ticket stats if there's some kind of reviews or something.,When you open a ticket, Zendesk can send follow-up emails and you can have,customers rate you good, bad, explain why, and then,obviously, you can see some stats, how many tickets have been sold.,Here you're going to be able to see all the tickets that are relevant to you,that require your attention and you can click on any one of them,to start addressing things.,Now, what you can do instead of selecting one if you're within your dashboard,,you c

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Zendesk Tutorial - How To Use ZenDesk In 2022

hey there guys my name is marcus and in,this video i'm going to show you how you,can simply use zendesk,the first thing you're going to see when,you're going to click on home you can,get started,and you can create your support email,addresses but we are going to skip,everything we see here and i'm going to,show you my own way how to understand,this okay,so you come here to dashboard in,dashboard you're going to see all your,tickets,you see open tickets by you ticket,statistic is good better solved,and we will get to it but the next thing,i want to show you,is next to the home get started click,views,in views you're going to see unsold,tickets,unassigned tickets unsolved,all recently new tickets in your group,spending tickets recently sold tickets,unsold tickets in our groups,suspended and deleted so this is just,it's really simple now i can see quickly,more,and i can see all the views here and i,can also add a view,if you want to so you can add a view,that,never replied to this ticket when you go,back to the ticket,you can simply see the tickets and click,on it,the o means open click on it,i need help okay so this is our first,ticket,first we see the example this is like,our me or a company or the person,the customer and then,you see the user type end user access,can view and edit,primary email and text organization,and then we have the incident here the,customer i need help,select assignee you can take it or,someone can assign it so i can like take,it,followers and this means an agent's,administrate agents as followers to keep,them in form of ticket progress,follower names and addresses are not,exposed in email,so this is like a watcher spectator then,you can simply add the tags,that people can actually find by the,text what was the problem about now,here we see the text here of the,customer on the right side,i can create as macro merge into another,ticket,i can mark it as a spam i can delete it,or i can print the ticket,then i can simply reply to the customer,no problem morino amigos,and then you can submit a spending,and send it answer it right,next thing you can apply macro macro is,something that's like,is really good for saving time macro,means i will show you,when you go to settings and you go to,macros,a macro is prepared response or action,that agents use to respond to support,requests,there are two types personal macros,creating for an individual user,and shared macros created by an,administrator for everyone,and you can see it right here that we,got recreated these,macros and you can add another macro,this can really really automate your,and optimize your team and time,so apple macro customer not responding,right,and now on the right side you can add,also user notes,and on a right below i see the,integrations here,i can close the tab i can stay on the,ticket,so when i'm going to submit a spending i,can,close the tab so i can submit a solved,pending open,i can go,on right side submit assault right,and voila ticket has been updated when

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Zendesk Tutorial: Customer Service Software & Sales CRM

hello and welcome,you are now looking at zendesk.com and,zendesk,is designed to create customer support,solutions,for small businesses as well as both,single person operations,as well as large businesses it's used by,both,online and offline businesses in order,to communicate,support issues with customers as well as,keep a record,it also allows a business to track the,nature of their customer support system,and to rate that customer support system,against the best practices in the,industry,the company creates embedded support a,help center,as well as in some cases depending on,the level in which you're willing to pay,an answer bot that you can program with,your business,it allows for you to designate,individuals to handle your support,and then to turn over that support to,other individuals when the time is,warranted,so to get started you'll want to go to,zendesk.com,and we're going to start the process by,looking at the pricing,products and solutions that may be,options for,businesses like yours,okay so with that thanks and i will see,you in another,video,welcome back now if you go to,zendesk.com,and you go to the pricing area you're,going to see different,solutions and the two default solutions,are going to be,support solutions and we're called sweet,solutions,zendesk support solution is traditional,customer support which allows you,to create tickets and track customer,issues,the sweet side is going to be everything,that you get in support,along with adding in live chat messaging,voice and text message and then the,ability for you to create a knowledge,base and self-service,now to get the sweet version what you're,going to notice is that,as a recording of this video the,professional level is,going to be approximately 90 and then,the enterprise version,will be approximately 150 and obviously,there are some things,on the enterprise side that do not come,with the professional side,but the enterprise side assumes more,than one customer support agent,as well as a larger organization the,support solution is also priced,on a per agent basis and what you'll,notice,is that the lowest price plan as of the,recording of this video,will provide you with interaction,history as well as email and social,channels,and this is basically what anyone would,need in order to do,their own support if you upgrade,to the next level what you'll notice is,that the,team version will allow you to access,public applications and this will give,you integrations with,certain third-party cloud-based systems,and what you'll notice here,is that all of the support plans do come,with a version of,chat talk and then the guide version the,one thing you'll want to note,is that each and every one of these,plans reflects,monthly pricing but assumes that you,have a yearly plan,if you actually go to the buy now link,when you go to compare the actual plans,you'll notice then,that if you're not going to pay an,annual fee that the costs are going to,be slightly higher,than those that you see on

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Zendesk Sell Overview Demo

hello everyone this is brian from,zendesk and today i want to take you on,a quick overview demo of our cell sales,crm product,zendesk sell is a modern sales crm to,help you accelerate revenue by boosting,productivity,delivering a better customer experience,and giving pipeline and performance,visibility to drive the right actions,so we'll open in our performance,dashboard here which is customizable for,each user it's made up of 10 different,pre-built widgets that you can click and,add by simply selecting the plus widget,button in the top right and then,choosing whichever widget you'd like to,add they'll be added to the dashboard,and then you can resize them by dragging,the corner to fit them in the screen,however you'd like,or,as i see here that my tasks are a little,bit below the fold and i want that up at,the top you can simply click and drag,and all of a sudden,they are right at the top where you need,them,additionally there are some reports here,that you can add filters to so you can,see,the relevant information that you may,need,so,as a sales rep i see that i have,a couple tasks outstanding that i need,to complete so i can click on the left,hand toolbar into the tasks icon or i,could just click,directly from,the dashboard on the tasks widget and,it'll take me to the task page on the,task page we have many options and,information available to us,at the top we see different tabs with,counters next to them,grouping tasks by their upcoming due,date and marking how many tasks are in,each bucket so we see we have two tasks,due today and i also noticed that i have,one overdue task so i'll click into the,overdue tab,and i see that i was supposed to create,a deal for allegra hearst,and her company,and that it is overdue by a few days so,what i can do is go over to the right,hand side here click on the pencil icon,select due date,make it do for today,and change the time,so that it is,later in the day today won't show up as,overdue anymore,and then if i head back to today you can,see that the deal has been,the task for created deal has been,switched back to the today tab so now i,see that i have three tasks here that,are due today and i have some time so,let's knock out these tasks i'm gonna,click the check box here just above the,list that'll both select all three of my,outstanding tasks and i have a few,options here i can play the selected,tasks i can mark them as complete i,could reschedule them or i could delete,them,obviously i'm going to want to play them,so that i can go through them and this,will open up the task player,task player is a focused work mode in,cell that takes you from the lead,contact or deal card related to each,task,for all of these tasks so we'll see here,on the top left that i'm in task number,one of three,it's an intro call with denton macmillan,denton is a lead notified by that icon,and also in the top left above his name,you can see that you see the due date,and then you're given three options,that'll allow you to go to the

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Zendesk: Anatomy of a ticket

hi guys so in this video we're gonna be,covering the anatomy of a ticket in,Zendesk so that's going to cover what a,ticket is how a ticket is different from,email I will do a walk through to show,you how a ticket skirt dealt with within,that we'll talk about the life cycle of,the ticket and finally we'll give you an,activity to work through at the end of,this lesson so let's start off with what,our ticket is essentially it's just a,conversation with the customer the,customers usually need some help with,something and you are going to provide,that help,however the question that we should,really be asking is not what a ticket is,but how a ticket is different from an,email since an email is essentially a,conversation with the customer as well,so let's take for example the use case,where barb emails in your company and,then somehow through forwarding rules or,what have you,it's forwarded on to you you can't deal,with it so you send it through to Mary,who gets in touch with Bob and he's,confused because he's already been,talking to somebody else in another part,of the company you didn't realize but it,also got forwarded through to Jane who's,been helping him out so Mary is a bit,confused as to kind of why James kind of,working on it James confused the,customers confused and everybody gets a,bit frustrated so to kind of solve this,that's where as in this comes in so when,a customer sends in an email,it goes into Zendesk and rather than,forwarding rules or what have you it all,gets sorted within the one conversation,in the one thread if it needs to go to,different departments that's fine you,move the ticket to the different,department and everybody can see what,everybody else said so there's no,confusion there and the custom customer,is happy but this is not restricted to,just email this covers all the channels,that Zendesk caters for that being,twitter facebook chat Help Center your,mobile sdk web widget you know,when a ticket comes in from one of those,channels when the agent responds that,their response goes back along the same,lines if it came from Twitter that,response will go back into Twitter if it,came through chat you cannot your,response will be a chat response so,you're truly able to kind of meet the,customer where they're at okay so now,we're going into a bit of a,demonstration of how the workflow of a,ticket would happen from submitting from,the end user or the customer submitting,a ticket via email to the agent,answering it and how they go about doing,that so let's jump out of this,presentation and move across to go and,create a ticket via email so we've gone,to a gmail account and I'm going to send,it into our demo account today so the,demo account are going to be working to,is going to be a fictitious hotel so,we'll be answering tickets that you,would expect to answer in a hotel for,example a question about check-in times,so you know hi guys what's the earliest,I'm able to check-in into the hotel bar,we'll send that off and as soon as we

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ZENDESK EM 10 MINUTOS

Oi e aí bora simplificar um pouco,zendesk aqui vamos lá essa daqui a,página inicial do sindesc tá para quem,não conhece isso aqui é uma ferramenta,corporativa normalmente utilizado pelas,empresas que prestam atendimento ao,cliente Então essa ferramenta dos ideias,que ela basicamente mais onde a gente,vai tratar com ticket se outras coisas,relacionadas ao atendimento ao cliente,vem isso normalmente essa que vai ser a,página inicial que assim desce lá abrir,para você se caso não for essa não tem,problema isso aqui era basicamente o,perfil do usuário que está logado é que,tem todos os tickets relacionados ao,usuário que está logado então pode ser,algum ticket que for relacionado a ele,né então algum atendimento assim tá,sendo realizado com outro Analisa também,mas está relacionado com o usuário,logado tô aqui vai aparecer todos eles,eu não sei se tem um limite para,numeração eu não vou ficar rolando muito,a imagem porque isso que pode dificultar,a minha edição Lembrando que eu tô,tampando todos os dados aqui que não,podem ser lavadas e é como eu disse você,tem uma ferramenta corporativa Então,tinha que ter sempre cuidado com as,informações que constam nele aqui aqui,no painel da esquerda Vamos mostrar,algumas informações sobre a empresa que,você tá prestando serviço para vamente,então a empresa que está relacionada,usuário né então algumas informações,aqui sobre ela que vai tá aparecendo,alguns códigos que provavelmente você,vai utilizar internamente se por acaso,essa ainda que não fosse uma tela de,perfil você pode está clicando aqui,nessa nessa imagenzinhas de perfil,pequenininha e clicar em exibir perfil,as abrir essa página para você aqui no,caso tem algumas opções como sair da,conta por exemplo e aqui a gente tem,essa ferramentinha aqui de produtos em,dest você pode clicar e que vem na água,que suporte que é basicamente onde,normalmente você vai estar trabalhando e,tem outras ferramentas Mas o que eu vou,especificar hoje que é onde a gente tem,um número maior de pessoas trabalhando,que aqui no suporte selecionando aqui a,opção do suporte ele vai te Direcionar,para uma página de atendimentos aqui é,para essa empresa em específico o,serviço a gente não trabalhava com a,fila aqui então a gente trabalhava aqui,numa lista ali abaixo que eu vou mostrar,para vocês mas aqui aonde vão aparecer,os tickets que você vai ter que,trabalhar normalmente nas empresas assim,as grandes empresas é pode vir de três,em três XIX abertos né Pra que no caso,está com outras filho que eu nem sei o,que significa mas é realmente vai ficar,com a Zinho vermelho aqui falando que,tinha que está aberto e aí você consegue,entrar nele e você entrar dentro do tio,que a gente vai ser aberto uma outra aba,para você eu vou selecionar aqui um,tíquete aberto que eu tenho tava,selecionar uma que aleatório ao,selecionar um ticket e específico ele,vai abrir para você aqui no painel de,opções onde a gente vai conseguir fazer,acesso a algumas informações do cliente,então aqui vai ter todas

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Acting with a unified customer view on Zendesk

and I don't know if you want to get,recording awesome hello and welcome,zendesk Community thank you so much for,for being here today either it's cold,and snowy where you are or maybe Sunny,uh we're very happy to have you here uh,to talk about acting with a unified,customer you on zendesk uh we've got a,great group of people here from zendesk,here to talk about,um this topic but a quick review of our,agenda today I will be introducing our,team and speakers uh we'll then go,through a bit of some trends that we're,seeing in the market and kind of why,we're talking about this topic and why,it's important,into a live demo in zendust to share a,little bit more of what you can do in,the zendust platform today on this topic,and then spend some time on some tips,and tricks so we've got really smart,people on the call today just from the,platform team and product team to give,some tips and tricks for you on this,particular topic and then of course,spend a good amount of time on the Q and,A,so from our team here at zendesk again,my name is Megan hopefully it's not the,first time you've seen me,um I've been spent an honor being a part,of this amazing community and going,through these topics so I'm on the,product marketing team here at zenesk,I'll be your host,um we then have Peter Gillen who is our,senior product marketing manager also on,my team but very focused on the platform,here at zenesk,we then have varsha deshpandi who's a,platform architect and Chris Longo who,is our solution consultant both of which,helped us help us put together those,tips and tricks and we'll be here to,answer all your burning questions,um a few housekeeping items yes we are,recording uh the reason for that is so,that we can share this information with,you or this recording with you after and,then also Post in on our YouTube channel,so if you aren't able to join us for the,whole event you can come back and watch,the in its entirety,um and then for Q a uh yes we have a,chat it's great we love kind of hearing,where you all are coming from,um and where you're at but any questions,you have please ask your questions in,the live q a portion so the Q a tab on,the right we'll do our best to get to,all those questions today if we don't,get to them you know we apologize in,advance but of course we will be,following up,so with that I'll pass it to the my,colleague Peter who will go through the,trends all right thanks Megan and hi,everybody it's really great to be here,um so really quickly I'm going to set,our topic up and then we're going to,dive,um into the rest of the event so as,Megan said our topic for today is acting,with a unified customer review on Zen,desk and this is a topic that a lot of,businesses are thinking about it's a,topic that we've gotten a lot of,questions about from the community and,it's one that we're seeing some really,big trends around in the customer,service World we're seeing that when it,complete view agents are really,struggling they're struggling to get the,cus

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Freshdesk vs Zendesk: Choosing Between the Leaders on the Market

freshdesk and zendisk are two of the,most well-known,and commonly used help desks out there,though they are quite similar in terms,of features,both solutions have something that makes,them different,zendesk is one of the oldest and most,reputable help desks on the market,it has an incredibly robust feature set,and is great for providing customer,support,freshdesk on the other hand is a more,budget-friendly customer service,software,that enables businesses of all sizes to,deliver stellar customer support,in this video we'll stack these powerful,help desk against each other,so you can decide which one to go with,to help you make an,informed decision we'll talk about,pricing interface features integrations,export and import possibilities let's,start with pricing,right off the bat there's a huge,difference between the two,not only freshdesk and zendesk use,different approaches to form the price,but both also have different starting,points let's take a closer look,freshdesk and zendesk have five pricing,plans,freshdesks are sprout blossom garden,estate,and forest which vary depending on the,available set of features,zendesk plans are essential team,professional,enterprise and elite freshdesk offers a,free starting plan for an unlimited,number of agents,while choosing zendesk cheapest plan you,start with five dollars per agent per,month,if you compare zendisk versus freshdesk,plans one by one,you will find freshdesk to be slightly,cheaper the main difference between the,two is that on zendesk,you can buy each product separately or,combined in a suite,in turn on freshdesk all features are,united in a single product,you can't purchase them separately,however both freshdesk and zendesk offer,long trial periods,and their pricing is based on a number,of agents depending on your need there's,monthly,and annual billing available when it,comes to interface,freshdesk definitely wins in simplicity,it's easy to set up and very intuitive,the software is ready to go at any,moment since it requires minimum,customizations,zendesk on the other hand may seem a bit,complicated,being an enterprise oriented product it,may be hard to get a hold of and,understand,all the advanced analytics and reporting,when you first start,features zendesk and freshdesk are two,of the biggest players when we speak,about the help desk market,both offer a comprehensive set of,features to win their customers,one thing everyone can agree with is,that both zendesk and freshdesk are,built around tickets,when a user contacts a company via email,chat,social networks or phone the software,converts their inquiry into a unified,ticket form,but there are quite a few differences,zendesk's ticket management system is,advanced and feature packed,the amount of options you get with this,system is mind-boggling,but the best part is that they are,polished and refined but it's not just a,ticketing system that works wonders,then this issue tracking system along,with comprehensive reports,and automated ticket s

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