What’s it take to set up Zendesk the right way?



We’ve heard Zendesk described it as the “Cadillac” of customer communication tools. They’ve done a great job of helping businesses understand the importance of a unified customer communication strategy.


As someone who inherited Zendesk from a CTO, I can attest first hand to the confusion that comes with juggling people, process and technology in the CX space. In our experience, CTO’s love Zendesk because of its numerous APIs and the brand recognition. But CTO’s don’t work in customer support (at least, not usually), we do. So, how do we get the best of both worlds?


Most people ask what is the best way to use Zendesk. That’s a trick question. If you ask five Admin’s the best setup, you will get five different answers and all will be right. We wanted to tell you that before we get into what I think works well for a Zendesk implementation or even an Optimization (making the best of your current configuration). What I’ll share with you is based on my experiences only.


What’s required for a great basic Zendesk setup?

  1. A workflow that matches your views and ensures you will never miss a ticket.

  2. An automated follow up experience that minimizes your need to “touch” tickets unnecessarily.

  3. Custom ticket field(s) that allow you to categorize what your contacts are about, by channel and set up reporting.

  4. Self service that will help you to defect tickets.

  5. Accountability tools that allow you to understand when and how employee time is being utilized.

  6. A CSAT process that enables you to collect information from customer experiences that can be used for improvements.


Of course, you can take or leave any of these recommendations and you may even find a few more that are better for your business. I don’t think there’s a wrong answer to this.


We've created a total if six short write ups that give you details on how to execute each of the ideals we recommend for a great basic Zendesk setup.


If you're ready to set up your Zendeks for scale, schedule an intro call to get started.