How to implement a basic ticketing solution using Zendesk

Intro

In this article, I will show you how to implement a basic ticketing solution using Zendesk. For many who have just signed up for Zendesk, it could be a daunting task to know where to start configuring their new support solution.

 

I will use an example use case showing how to configure Zendesk to receive support emails and assign the emails to the correct support group.

The Zendesk solution consists of multiple objects or modules that are combined to provide a custom CX solution to fit the needs of your organization.

 

Here are the most common products and add-ons used in a standard implementation:

 

• Support (Customer service ticketing system) 

• Guide (The Help Center hosting knowledge base articles, ticket forms, self-help solutions)

• Explore (Reporting solution)

• Messaging (Live chat with agents, Bot)

• Talk (Voice communication)

• Answer Bot (Automated responses to tickets, emails, and messaging)

• Custom Objects (Ability to store custom data objects)

• Zendesk Sell (CRM)

• AI (Assist agents with determining intent and generating responses)

 

In this article, we would like to focus on a basic Support implementation that will allow tickets to be created via email.