Rebehn - Zendesk for Customer Service agents: How to solve tickets in Zendesk Support

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Zendesk for Customer Service Agents

How to solve tickets in Zendesk Support

Nils Rebehn

Other Works

Online Courses

• Zendesk for Agents
• Zendesk for Admins

Other Resources

• Toolbox for Zendesk
• Blog and Newsletter with tips for Zendesk and Customer Service

Colophon

Copyright 2021 Nils Rebehn

All rights reserved. No part of this book may be reproduced in any form or by any electronic or mechanical means, including information storage and retrieval systems, without permission in writing from the author, except by reviewers, who may quote brief passages in a review.

Every effort has been made in preparation for this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author nor the distributor or publisher will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.

Publisher: Independent Publishing Network.

Publication date: 2021-06

ISBN: 978-1-80049-642-2

Author: Nils Rebehn

Editor: Anton de Young

Please direct all enquiries to the author via www.NilsRebehn.com .

Guidoo Service s is a trademark of Guidoo Services Limited, UK.

Zendes k and all its products, logos, icons, and other visuals or sounds are protected by copyright and or trademark of Zendesk Inc. US.

Dedication

This is for my fianc and our future.

This is for my parents, to make them proud.

Ill dedicate (donate) one tree for every sold ebook or printed book.

Ill donate one brick to build schools for every sold ebook or printed book.

About the author

Nils worked at Zendesk for 5 years as part of their Professional Services and Customer Success team. He founded Guidoo Services, an official Zendesk Partner, to help companies get the most out of Zendesk.

He and his team successfully implemented Zendesk for hundreds of companies, both large and small. Over the years, Nils trained thousands on using and setting up Zendesk.

Outside of customer service, he is an entrepreneur and environmentalist.

You can find him on LinkedIn and via his website .

Updates to this book

Get updates and errata on this book. I was as thorough as possible, but there might be some mistakes in this book that I need to correct later on.

Also, I plan to update this book when Zendesk introduces changes to the agent experience. Sign up for updates to this book .

Table Of Contents

1)

2)

3)

4)

5)

6)

7)

8)

9)

10)

11)

Introduction

Chapters in this section:

Is this book for you?

What youll learn

How to use this book

What is Zendesk?

What youll need

Is this book for you?

If you are new to Zendesk and dont know where to start, this book is for you. Its written for:

• Beginners : everyone new to the Zendesk platform
• People who want to learn how to work with tickets
• Customer service representatives who need Zendesk for their job
• IT administrators who need to improve the agent experience
• Managers who want to understand the agents perspective
• Everyone who has used another ticketing system before
• Learners that want everything in one place
• People who prefer text over video

This book is for everyone that is not familiar with Zendesk or doesnt know how to use it. It will teach you the basics of using it for customer service or Customer Support (CS for short). You'll learn how to answer people's questions and solve tickets in the process.

It doesnt matter if your job title is Customer Service Agent, CS Representative, CS Advocate, Customer Happiness Consultant, or something else. There are many job titles in the customer service space. To put it in other words: you want to read this book if you work in a CS team and use Zendesk to support customers.

Knowing how to use Zendesk will help you to secure a job in the customer service industry because Zendesk is a market leader in this segment. If you are just beginning your career in CS with Zendesk, or even if you have worked with other platforms but not Zendesk yet, this book is the best starting point!

Are you running your own business? Are you considering Zendesk for your inbound customer communication? If so, this book will help you determine if Zendesk is the Customer Support platform you need.

Practical exercises

Experience Zendesk for Agents firsthand in your own trial account. Practical exercises are included in the sections of this book. I recommend reading the book chapter by chapter. You can then either follow these exercises in the applicable part of the book or do them all in one go at the end.

Topics we wont cover

This book is focused on using Zendesk from the perspective of a customer service employee, whose job it is to reply to customers, respond to questions, or assist them with their queries.

If you want to learn about Zendesk administration or how to set up Zendesk for your business, department, or team, I can recommend other resources such as books or online training courses .

This book covers tickets that come in via email, website support request forms, or a help centre. It doesnt not cover providing support via chat, phone, or instant messaging. Although, many of the principles of working with tickets are the same and are therefore transferable.

Have you already worked with Zendesk for a couple of months? Do you know how to update and solve tickets already? If so, you might want to skip the first half and go directly to the sections on Customising Zendesk for you , Productivity tips , and the Day In The Life Of An Agent .

What youll learn

This book is a great starting point for learning Zendesk from the ground up, from the Agents perspective. It teaches you how to use the Zendesk platform and what you need to know to help customers.

The official Zendesk documentation is detailed and useful and can help with specific topics and questions; however, its easy to get lost after reading a handful of articles. This book instead takes you on a journey from the beginning to a clear and defined goal; teaching you everything you need to know to use Zendesk as an , and in an order that makes sense and builds on what you learn at each step.

You will learn:

Zendesk basics and the user interface

What tickets are and where they come from

How to work with tickets and respond to customers

How to solve email tickets

Zendesk productivity tips and best practices

By going through this book, chapter by chapter, you will experience what a day in an Agents life can look like and see how everything you learn here comes together. You can learn at your own pace, whenever you want, and you will have plenty of opportunities to get hands-on with practical exercises as well.

How to use this book

You can read the book from front to back to learn everything in an order that makes sense for beginners. It's arranged so that the topics and your learning stack up like building blocks.

If you are in a rush, feel free to skip aheadbut I recommend reading the first two sections as they lay the foundation for everything that follows. They are easy to read, take little time, but are essential for understanding the basics. After youve read them, you can read and make sense of any other part of the book.

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