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How to work with Zendesk channels

written on 2015-11-17 14:38:36 by Julia Dick

Through Zendesk channels an agent gets in contact with his customers. Support requests as well as communication of all kind manages the agent with his channels. It is up to him to choose and configure the channels he needs to offer his customers the best service, that is possible.

In the following passages you will learn everything you did not know yet about the nine different Zendesk channels:


1. Email: The Email channel enables customers to send emails to an agents support address. Every received email becomes automatically a Zendesk ticket. The useful thing is, that an agent has the possibility to have as many email addresses he needs. It is because the Zendesk account supports an endless number of email addresses within the agent’s Zendesk domain.

2. Help Center: The Help Center is composed of a knowledge base and a community.  Agents can use the Help Center to help solve tickets or to answer questions in the community. It is also possible to change the look of the Help Center.

3. Twitter: Zendesk provides an agent the opportunity to follow and respond to his Twitter community from his Zendesk. Also Tweets become tickets and are called „twickets“. Once a tweet becomes a ticket, it is similar to every other Zendesk ticket. An agent can now reply with a tweet or with a direct message.

4. Zopim Chat: Zopim Chat allows an agent to live chat with his customers or with other agents. Chat sessions become tickets, too. An agent can add Zopim Chat to every website and has thereby a look at a real-time list of visitors. On the list are for example information about how they got to the company’s website.

5. Facebook: With the Zendesk Facebook channel customers can make support requests using Facebook. An agent has the possibility to respond to customer posts and comments from within his Zendesk. If an agent adds a new Facebook page to his Facebook channel, it appears on his Zendesk. Of course every Facebook post and every private message, which is sent to the Facebook page becomes a Zendesk ticket, too.

6. Voice: With the Zendesk Voice channel an agent has the opportunity for live telephone support. The conversations with customers are recorded and added to tickets. When agents are unavailable, customers have the possibility to leave voicemail messages.

 7. Web Widget: The Web Widget offers a customer to search for knowledge base, to live chat with an agent or to submit a ticket. An administrator has the authority and can configure the components in the widget.

 8. Mobile SDK: The Mobile SDK offers the possibility to integrate Zendesk support options in a company’s App. So that customers can get help directly in the App. After the SDK is integrated in the company’s app, changes can be managed from Zendesk.

9. API: With the Zendesk API it is easy to create a new ticket by using the API instead of the above named channels and provides the possibility to build a Zendesk App. Apps are useful to provide good and extensive customer support.

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