When you sign up for a Zendesk trial, you get a message in yellow that congratulates you and tells you your new help desk is ready. Its ready?! Already! Wow! But how? I havent done anything yet, I dont even know how to do anything yet!
Thats the great thing about Zendesk – all you need to do is choose an URL, and youve got a help desk! You get to customize it, set nifty triggers, and post forum articles. Not bad, not bad at all.
Your Zendesk trial comes preloaded with the basics to get your help desk going right away, but what if you need help with your Zendesk? What if help desks are totally foreign to you? Or maybe you know what youre doing, but have a specific question? Where can you find answers?
The first place to start is Zendesks support portal. You can access it by clicking the Help link in the upper right-hand corner of your Zendesk, or directly at https://support.zendesk.com. There youll find a great variety of resources for everyone from newbies to old pros. Lets see how it breaks down.
Become a Part of the Community
We are really lucky to have an active community of Zendesk users. Joining the community and the conversation will give you insights into how other users are setting up their help desks, and hopefully help you come up with some ideas for your own.
The community is also a place to ask questions – not only about Zendesk, but also about help desk workflow, tips, and tricks.
Our forums are a goldmine of information. We keep our forums updated with topics such as Announcements, Known Issues, Whats New, and Training materials. You can search for topics and vote on how helpful articles are.
Sometimes, the best place to find an answer to your question is by asking those in the same place as you. At our Community Help forum, you can post a question and other Zendesk users will chime in with an answer (or further discussion). Our customer advocates keep an eye on this forum to make sure youre getting the answers you need, but we want to encourage Zendesk users to share their thoughts, which means you can get some wonderfully creative insights and ideas we might not have even thought of yet :).
Ask Us A Question
If you have a specific issue or problem, you can contact our support directly. At Zendesk, we dont have mere customer support, we have customer advocates! Hopefully you are now imagining us running around the office in capes…but really, if you have a question, we want to answer it. If you have a problem, we want to help you fix it.
Support tickets are there for when you run into a problem that just cant be answered. Weve got more information than you can shake a stick at in our forums, and theyre the best place to start, but sometimes a question or problem might be so fantastically original that it needs its very own ticket.
There are two ways to start a support ticket online and if they seem familiar, its because they are the very same options available to you on your Zendesk.
First, go through our Support Portal. Youll see a Submit a request button in our menu bar. Simply click and voila!
You can also just send an email to firstname.lastname@example.org.
When you submit a support ticket, its super helpful if you can include some of your pertinent information, for instance, which Zendesk plan youre on, the number of the ticket your question might be about, and the email address associated with your account. If you choose to submit a ticket through our “Submit a request form,” it will prompt you to include these points. But if you choose to simply send us an email that information also helps us to answer you faster and more efficiently.
Note that One-On-One support is for our Regular and Plus+ customers.
Phone (Plus+ only)
We have phone support for our Plus+ customers (one of the perks of being Plus!) To reach us during the weekday, call (415) 418-7506. One of our customer advocates will be on hand to talk to you.
Get Your Training On
One of the great things about Zendesk is how much you can do with it. You can customize your Zendesk, you can set up any number of integrations, you can play with our API, but you might need a little help and thats where training comes in. Weve got webinars and video tutorials set up to help you along at whatever level youre at.
Webinars are live online presentations where we present topics and attendees can ask questions or simply listen in. We run Zendesk 101 webinars for beginners every Tuesday from 10 to 11a.m. PDT. If you are already a user, we also have Zendesk 201, which focuses on helping you really leverage the power of your Zendesk. And you can even catch up with all that’s happened by tuning in to Whats New at Zendesk, the last Wednesday of every month.
There are also prerecorded webinars you can check out at your leisure. To register for a webinar, or listen to a prerecorded webinar, go to https://www.zendesk.com/webinars.
Kelly is a customer advocate at Zendesk.