{"id":4792,"date":"2022-01-24T18:37:11","date_gmt":"2022-01-24T15:37:11","guid":{"rendered":"https:\/\/cloudfresh.com\/ua\/?p=4792"},"modified":"2025-11-21T14:23:01","modified_gmt":"2025-11-21T11:23:01","slug":"zendesk-tips-and-tricks","status":"publish","type":"post","link":"https:\/\/cloudfresh.com\/cs\/blog\/tipy-a-triky-pro-zendesk\/","title":{"rendered":"Tipy a triky pro Zendesk"},"content":{"rendered":"<p><em>Pokud \u010dtete tento text, pak jste pravd\u011bpodobn\u011b obezn\u00e1meni s funkcemi syst\u00e9mu Zendesk CRM. Pravd\u011bpodobn\u011b v\u0161ak nev\u00edte o dal\u0161\u00edch funkc\u00edch t\u00e9to platformy, o kter\u00fdch v\u00e1m nyn\u00ed pov\u00edme.\u00a0<\/em><\/p>\n<p>P\u0159i pr\u00e1ci se z\u00e1kaznickou podporou je d\u016fle\u017eit\u00e9 prok\u00e1zat nejen vst\u0159\u00edcnost, ale tak\u00e9 profesionalitu. Proto l\u00edd\u0159i na trhu pou\u017e\u00edvaj\u00ed k pomoci sv\u00fdm z\u00e1kazn\u00edk\u016fm slu\u017ebu <a href=\"https:\/\/cloudfresh.com\/cs\/produkty-zendesk\/\">Zendesk<\/a>. V t\u00e9to platform\u011b lze vyu\u017e\u00edt ur\u010dit\u00e9 &#8220;p\u00e1ky&#8221; a skryt\u00e9 funkce, kter\u00e9 mohou nejen urychlit pr\u00e1ci, ale tak\u00e9 zlep\u0161it kvalitu poskytovan\u00e9 podpory.<\/p>\n<p>Nyn\u00ed v\u00e1m poskytneme p\u011bt tajemstv\u00ed a tip\u016f, jak vyu\u017e\u00edt Zendesk na maximum. Jste p\u0159ipraveni zlep\u0161it kvalitu pr\u00e1ce mana\u017eera pro \u00fasp\u011bch z\u00e1kazn\u00edk\u016f?<\/p>\n<p>&nbsp;<\/p>\n<h2>Uvoln\u011bte si sv\u016fj e-mail<\/h2>\n<p>Je skv\u011bl\u00e9, kdy\u017e v prvn\u00edch dnech po instalaci Zendesku dostanete aktiva\u010dn\u00ed (\u201cspou\u0161t\u011bc\u00ed\u201d) e-maily. Pozd\u011bji v\u00e1s v\u0161ak m\u016f\u017eou jen zat\u011b\u017eovat, m\u00e1st a zahlcovat v\u00e1m mailov\u00e9 spou\u0161t\u011b\u010de. Existuje n\u011bkolik zp\u016fsob\u016f, jak tomu p\u0159edej\u00edt.<\/p>\n<p>Hlavn\u00edm zp\u016fsobem, jak se zbavit zahlcen\u00ed e-mailov\u00fdmi spou\u0161t\u011b\u010di, je propojit Zendesk s dal\u0161\u00edmi platformami, kter\u00e9 pou\u017e\u00edv\u00e1te vy nebo va\u0161i kolegov\u00e9. M\u016f\u017eete si nap\u0159\u00edklad nastavit upozorn\u011bn\u00ed v kan\u00e1lu Slack a v\u0161echny spou\u0161t\u011b\u010de v\u00e1m budou chodit jako ozn\u00e1men\u00ed z messengeru. Tak\u00e9 m\u016f\u017eete takovou funkci propojit prost\u0159ednictv\u00edm aplikace Notify. M\u016f\u017eete to dokonce ud\u011blat v\u00fdhradn\u011b pro upozorn\u011bn\u00ed na d\u016fle\u017eit\u00e9 ud\u00e1losti ze Zendesku. Pokud nepou\u017e\u00edv\u00e1te \u017e\u00e1dn\u00e9 dal\u0161\u00ed messengery nebo komunika\u010dn\u00ed kan\u00e1ly, m\u016f\u017eete si stejn\u00e1 ozn\u00e1men\u00ed nastavit pouze prost\u0159ednictv\u00edm SMS. Pak budou ozn\u00e1men\u00ed ze syst\u00e9mu CRM zas\u00edl\u00e1na na v\u00e1\u0161 mobiln\u00ed telefon.<\/p>\n<p>Pro\u010d byste si zahlcovali e-mail ozn\u00e1men\u00edmi z platformy Zendesk, kdy\u017e jej m\u016f\u017eete uvolnit pro pracovn\u00ed dopisy a v\u0161echna ostatn\u00ed ozn\u00e1men\u00ed ze CRM m\u016f\u017eete nechat spadnout do jak\u00e9hokoli jin\u00e9ho komunika\u010dn\u00edho kan\u00e1lu?<\/p>\n<p>&nbsp;<\/p>\n<h2>Na\u010d\u00edt\u00e1n\u00ed a distribuce maker<\/h2>\n<p>Makra jsou jako mal\u00e9 dopl\u0148ky, kter\u00e9 urychluj\u00ed pr\u00e1ci se Zendeskem. Makra m\u016f\u017eete pou\u017e\u00edt pro zkr\u00e1cen\u00e9 odpov\u011bdi na zpr\u00e1vy. Pokud jste s nimi je\u0161t\u011b nepracovali, pak v\u00e1m to v\u0159ele doporu\u010dujeme!<\/p>\n<p>Opravdu v\u00e1m u\u0161et\u0159\u00ed v\u00edce \u010dasu p\u0159i komunikaci se z\u00e1kazn\u00edky. Nav\u00edc si m\u016f\u017eete sami ur\u010dit, jak budou makra vypadat a kde budou um\u00edst\u011bna. Rad\u00edme v\u00e1m, abyste si v\u0161echna makra uspo\u0159\u00e1dali do samostatn\u00fdch slo\u017eek s r\u016fzn\u00fdmi n\u00e1zvy. To v\u00e1m pom\u016f\u017ee rychle a efektivn\u011b naj\u00edt to spr\u00e1vn\u00e9 makro. N\u00e1zev makra m\u016f\u017eete vybrat pomoc\u00ed dvou dvojte\u010dek a bude vypadat takto:<\/p>\n<p>DEMO::Makra::Jak rozd\u011blit makra<\/p>\n<p>Nezapome\u0148te v\u0161ak zadat n\u00e1zev makra p\u0159esn\u011b do t\u00e9 slo\u017eky, kterou pot\u0159ebujete, ani\u017e byste m\u011bnili n\u00e1zev. Pak u\u017e jen v okn\u011b pro v\u00fdb\u011br maker najd\u011bte makro, kter\u00e9 pot\u0159ebujete, a je hotovo!<\/p>\n<p>&nbsp;<\/p>\n<h2>Pou\u017eit\u00ed kombinace kl\u00e1ves<\/h2>\n<p>V\u0161ichni v\u00edme, \u017ee pro op\u011btovn\u00e9 otev\u0159en\u00ed omylem zav\u0159en\u00e9 karty prohl\u00ed\u017ee\u010de je t\u0159eba stisknout kl\u00e1vesovou zkratku Ctrl + Shift + T a pro kop\u00edrov\u00e1n\u00ed textu Ctrl + C.<\/p>\n<p>Co ale stisknete, kdy\u017e omylem zav\u0159ete tiket v aplikaci Zendesk? I pro tento p\u0159\u00edpad existuje \u0159e\u0161en\u00ed, kter\u00e9 se naz\u00fdv\u00e1 kl\u00e1vesov\u00e1 zkratka. Ano, i tuto funkci m\u00e1 platforma CRM. V\u0161echny kl\u00e1vesov\u00e9 zkratky si dokonce m\u016f\u017eete zobrazit ve sv\u00e9m profilu kliknut\u00edm na jeho ikonu a n\u00e1sledn\u00fdm v\u00fdb\u011brem sekce &#8220;Kl\u00e1vesov\u00e9 zkratky&#8221; v prav\u00e9m horn\u00edm rohu.<\/p>\n<p>Ne\u017e se v\u0161ak do t\u00e9to sekce v Zendesku dostanete, p\u0159in\u00e1\u0161\u00edme v\u00e1m seznam nej\u010dast\u011bji pou\u017e\u00edvan\u00fdch funkc\u00ed:<\/p>\n<ul>\n<li aria-level=\"1\">P\u0159ej\u00edt na domovskou str\u00e1nku: Ctrl + Alt + H<\/li>\n<li aria-level=\"1\">Dal\u0161\u00ed tiket: Zalo\u017een\u00ed dal\u0161\u00edho tiketu: Ctrl + Alt + Dol\u016f<\/li>\n<li aria-level=\"1\">Otev\u0159en\u00ed makroboxu: Ctrl + Alt + M<\/li>\n<li aria-level=\"1\">Ulo\u017eit koment\u00e1\u0159 jako intern\u00ed pozn\u00e1mku: Ctrl + Alt + X<\/li>\n<li aria-level=\"1\">Ulo\u017een\u00ed nebo aktualizace tiketu na po\u010dk\u00e1n\u00ed: Ctrl + Alt + P<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>Zjednodu\u0161en\u00ed vytv\u00e1\u0159en\u00ed datab\u00e1ze znalost\u00ed<\/h2>\n<p>Znalostn\u00ed datab\u00e1ze je velmi u\u017eite\u010dn\u00e1 sekce na poradensk\u00e9 platform\u011b Zendesk, kter\u00e1 umo\u017e\u0148uje z\u00e1kazn\u00edk\u016fm, aby sami na\u0161li odpov\u011bdi. Pokud v\u0161ak nem\u00e1te v t\u00fdmu copywritera nebo voln\u00e9ho pracovn\u00edka, kter\u00fd by tyto \u010dl\u00e1nky vytv\u00e1\u0159el, m\u016f\u017eete vyu\u017e\u00edt pomoci aplikace Zendesk Knowledge Capture.<\/p>\n<p>Jak to funguje: Pokud agent pot\u0159ebuje vytvo\u0159it \u010dl\u00e1nek k po\u017eadavku nov\u00e9ho z\u00e1kazn\u00edka, p\u0159ejde na p\u0159ipravenou \u0161ablonu a vypln\u00ed informace ve znalostn\u00ed datab\u00e1zi. U\u017e \u017e\u00e1dn\u00e9 psan\u00ed \u010dl\u00e1nk\u016f od za\u010d\u00e1tku, podrobn\u00e9 popisov\u00e1n\u00ed v\u0161eho a vym\u00fd\u0161len\u00ed poka\u017ed\u00e9 zcela nov\u00e9ho materi\u00e1lu. Sta\u010d\u00ed vyplnit \u0161ablony v aplikaci a voil\u00e0, \u010dl\u00e1nek je b\u011bhem kr\u00e1tk\u00e9 doby hotov\u00fd.<\/p>\n<p>Pomoc\u00ed t\u00e9to aplikace m\u016f\u017eete tak\u00e9 ozna\u010dovat nebo mazat \u010dl\u00e1nky, kter\u00e9 ji\u017e nejsou relevantn\u00ed, a tak\u00e9 zve\u0159ej\u0148ovat sv\u00e9 recenze. Recenze zase p\u0159ejdou do hodnocen\u00ed veden\u00ed, tak\u017ee v\u0161e je spravedliv\u00e9 a ov\u011b\u0159en\u00e9.<\/p>\n<h2><\/h2>\n<h2>Konfigurace sm\u011brov\u00e1n\u00ed tiket\u016f<\/h2>\n<p>Dal\u0161\u00ed jedine\u010dnou funkc\u00ed Zendesku, o kter\u00e9 m\u00e1lokdo v\u00ed, je nastaven\u00ed cesty k tiketu. Tuto funkci m\u016f\u017eete nastavit tak, aby byl tiket s konkr\u00e9tn\u00edm t\u00e9matem odesl\u00e1n agentovi, kter\u00fd se na n\u011bj specializuje. Nebo m\u016f\u017eete nastavit, aby byly tikety odes\u00edl\u00e1ny konkr\u00e9tn\u00edmu agentovi na z\u00e1klad\u011b odes\u00edlatele nebo n\u00e1zvu organizace. D\u00edky t\u00e9to funkci m\u016f\u017eete tikety vy\u0159izovat rychleji, bez zbyte\u010dn\u00fdch pot\u00ed\u017e\u00ed a front.<\/p>\n<p>Agenti, kte\u0159\u00ed ji\u017e s ur\u010dit\u00fdmi organizacemi pracovali, v\u011bd\u00ed v\u00edce o tom, jak jim pomoci, tak\u017ee mohou tiket rychleji uzav\u0159\u00edt. Tot\u00e9\u017e plat\u00ed pro agenty, kte\u0159\u00ed se specializuj\u00ed na ur\u010dit\u00e9 t\u00e9ma. Sm\u011brov\u00e1n\u00ed tiket\u016f jim pom\u016f\u017ee vyhnout se front\u00e1m na obsluhu, a t\u00edm urychlit proces vy\u0159\u00edzen\u00ed po\u017eadavku z\u00e1kazn\u00edka.<\/p>\n<p>&nbsp;<\/p>\n<h2>Neust\u00e1le zlep\u0161ujte svou z\u00e1kaznickou podporu<\/h2>\n<p>Pouze dobr\u00e1 z\u00e1kaznick\u00e1 podpora nesta\u010d\u00ed.<\/p>\n<p>Je to jako vztah se z\u00e1kazn\u00edkem, kter\u00fd je t\u0159eba neust\u00e1le zlep\u0161ovat. Stejn\u011b jako s podporou, kterou je t\u00e9\u017e t\u0159eba pravideln\u011b zdokonalovat.<\/p>\n<p>Nov\u00e9 informace se dozv\u00edte na na\u0161em blogu o cloudu, d\u00edky kter\u00e9mu budete m\u00edt p\u0159ehled o novink\u00e1ch ve sv\u011bt\u011b CX.<\/p>\n<p>V\u017edy se tak\u00e9 m\u016f\u017eete obr\u00e1tit na na\u0161e mana\u017eery s dotazy nebo tak\u00e9 v p\u0159\u00edpad\u011b, pokud pot\u0159ebujete pomoc. T\u00fdm Cloudfresh je jedine\u010dn\u00fdm centrem odborn\u00fdch znalost\u00ed pro slu\u017eby <a href=\"https:\/\/cloudfresh.com\/cs\/produkty-google-cloud\/\">Google Cloud<\/a>,\u00a0<a href=\"https:\/\/cloudfresh.com\/cs\/produkty-zendesk\/\">Zendesk<\/a>\u00a0a\u00a0<a href=\"https:\/\/cloudfresh.com\/cs\/produkty\/asana\/\">Asana<\/a>. Pro tyto produkty v\u00e1m m\u016f\u017eeme poskytnout n\u00e1sleduj\u00edc\u00ed slu\u017eby:<\/p>\n<ul>\n<li aria-level=\"1\">P\u0159izp\u016fsoben\u00ed;<\/li>\n<li aria-level=\"1\">V\u00fdvoj;<\/li>\n<li aria-level=\"1\">\u0160kolen\u00ed;<\/li>\n<li aria-level=\"1\">Licence;<\/li>\n<li aria-level=\"1\">Podpora.<\/li>\n<\/ul>\n<p>Na\u0161i specialist\u00e9 v\u00e1m pomohou optimalizovat va\u0161i IT infrastrukturu, vyvinou integrace pro lep\u0161\u00ed interoperabilitu syst\u00e9m\u016f a pomohou vytvo\u0159it zcela nov\u00e9 struktury a procesy pro va\u0161e t\u00fdmy, zat\u00edmco na\u0161e centrum podpory v\u00e1m poskytne ty nejlep\u0161\u00ed z\u00e1kaznick\u00e9 zku\u0161enosti!<\/p>\n<p>&nbsp;<\/p>","protected":false},"excerpt":{"rendered":"<p>Pokud \u010dtete tento text, pak jste pravd\u011bpodobn\u011b obezn\u00e1meni s funkcemi syst\u00e9mu Zendesk CRM. Pravd\u011bpodobn\u011b v\u0161ak nev\u00edte o dal\u0161\u00edch funkc\u00edch t\u00e9to platformy, o kter\u00fdch v\u00e1m nyn\u00ed pov\u00edme.\u00a0 P\u0159i pr\u00e1ci se z\u00e1kaznickou podporou je d\u016fle\u017eit\u00e9 prok\u00e1zat nejen vst\u0159\u00edcnost, ale tak\u00e9 profesionalitu. Proto l\u00edd\u0159i na trhu pou\u017e\u00edvaj\u00ed k pomoci sv\u00fdm z\u00e1kazn\u00edk\u016fm slu\u017ebu Zendesk. V t\u00e9to platform\u011b lze vyu\u017e\u00edt [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":4793,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[3,147],"tags":[],"class_list":["post-4792","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-blog","category-zendesk-articles"],"_links":{"self":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/4792","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/comments?post=4792"}],"version-history":[{"count":0,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/4792\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media\/4793"}],"wp:attachment":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media?parent=4792"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/categories?post=4792"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/tags?post=4792"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}