If you are reading this text, then you are probably familiar with the functionality of the Zendesk CRM system. But you are unlikely to know about the additional features of the platform, which we are now going to tell you about.
When working with customer support, it is important to show not only responsiveness, but also professionalism. That is why market leaders use Zendesk to help their customers. There are certain “levers” and hidden functions that can be used with this platform, which can not only speed up your work, but also improve the quality of the support provided.
Now we’re going to provide you with five secrets and tips for making the most of Zendesk. Ready to improve the quality of customer success manager work.
Free up your email
It’s great when you get trigger emails in the first days after installing Zendesk. But later, it can only burden, confuse and just clog up your mail triggers. There are several ways to avoid this.
The main way to clean up your email clutter is to connect Zendesk to other platforms that you or your colleagues use. For example, you can set up alerts in your Slack channel and all triggers will come to you as notifications from the messenger. Also, you can connect such a feature through the Notify app. You can even do it exclusively for notifications about important events from Zendesk. If you don’t use any additional messengers or communication channels, then you can set up the same notifications via SMS only. Then, notifications from the CRM will be sent to your cell phone.
Why would you clog your email with notifications from the platform Zendesk, if you can free it for work letters and all the other notifications from the CRM you can let fall into any other channel of communication.
Load and distribute macros
Macros are like little add-ons that speed up your work with Zendesk. You can apply macros in order to use abbreviated responses to messages. If you still haven’t started working together with them, then we highly recommend it! It really will save you more time when communicating with customers. What’s more, you can decide for yourself what your macros will look like and where they will be located. Our advice to you is to organize all your macros into separate folders with different names. This will help them find the right macro quickly and efficiently. You can select the name for the macro with two colons, and it will look like this:
DEMO::Macros::How to Split Macros
But don’t forget to enter the name of the macro exactly in the folder you need, without changing the name. Then, in the macro selection window, just find the macro you need and it’s done!
Use the key combination
We all know that in order to reopen an accidentally closed browser tab, you need to press Ctrl + Shift + T, and to copy text, Ctrl+C. But what do you press when you accidentally close a ticket in Zendesk? There is a solution for this case, too, and it’s called a keyboard shortcut. Yes, the CRM platform also has this feature. You can even see all the shortcuts in your profile by clicking on its icon and then selecting the “Shortcuts” section in the upper right corner.
But before you get to that section in Zendesk, here’s a list of the most frequently used features:
- Go to the home page: Ctrl + Alt + H
- Next ticket: Ctrl + Alt + Down
- Open macro box: Ctrl + Alt + M
- Save comment as internal note: Ctrl + Alt + X
- Save or update the ticket while waiting: Ctrl + Alt + P
Simplify the creation of the Knowledge Base
The Knowledge Base is a very useful section on the Zendesk consultant platform that allows customers to find answers by themselves. But if you don’t have a copywriter or free agent on your team to create these articles, you can enlist the help of the Zendesk Knowledge Capture app. How it works: if an agent needs to create an article on a new client request, he or she goes to a ready-made template to fill in the information in the Knowledge Base. No more writing articles from scratch, describing everything in detail and making up a very new material every time. Just fill in the templates in the application and voilà, the article is ready in a short time.
With this app, you can also mark or delete articles that are no longer relevant, as well as post your reviews. The reviews, in turn, will go to management review, so everything is fair and verified.
Configure ticket routing
Another unique Zendesk feature that few people know about is the ticket path setting. You can configure this feature so that a ticket, with a specific topic, is sent to an agent who specializes in it. Or you can configure tickets to be sent to a specific agent based on the sender or name of the organization. With this feature, you can handle tickets faster, without unnecessary hassle or queues.
Agents who have already worked with certain organizations know more about how to help them, so they can close the ticket quicker. The same goes for agents who specialize in a particular subject. Routing tickets will help them avoid queuing for service and therefore speed up the process of handling a customer request.
Constantly improve your customer support
Having just good customer support is not enough. It’s like a relationship with a customer that needs to be improved all the time. As well as with the support, which periodically needs to be improved. Learn new things in our Cloud Blog and keep up with the latest news in the CX world.
You can also always contact our managers with questions or if you need help. The Cloudfresh team is a unique center of expertise for Google Cloud, Zendesk, and Asana. For these products, we can provide you with the following services:
Our specialists will help you optimize your IT infrastructure, develop integrations for better system interoperability, and help create completely new structures and processes for your teams, while our support center will provide you with the best customer experience!