- Welcome
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Getting started 2 min
- Main content
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Plan your email support foundation 24 min
- Wrap up
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Course summary 4 min
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Share your feedback 5 min
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Congratulations 1 min
Plan your email support setup
Learn how to plan your setup by organizing teams and customers, customizing workflows, managing access and security, and capturing key data with custom fields to build a strong, scalable foundation.
In this short, practical course, you’ll plan your setup: organize teams and customers, customize workflows, manage access and security, and capture key data with custom fields to build a strong, scalable foundation.
Learning objectives
By the end of this course, you will be able to:
- Plan an email support structure in Zendesk that aligns team organization, access levels, and data tracking with your business goals.
- Determine how to organize your support teams and customers into groups and organizations based on your workflow needs.
- Select the appropriate access levels and roles for your agents based on their responsibilities and security requirements.
- Choose custom ticket, user, and organization fields that capture the data your team needs for routing, reporting, and personalization.
Audience
This experience is intended for administrators.
Prerequisites
Access to your Zendesk Admin Center are essential for following along. No previous training is necessary.