Zendesk Walkthrough
VIDEO TRANSCRIPT | Recorded: 2024-10-28 | Verify against current system state
Abstract¶
Overview of Zendesk configuration for member support. Covers queue organization by department (CE Center, Conference, General Questions), macro usage for templated responses with keyboard shortcuts, knowledge base article integration for suggested content, and admin center macro configuration that can set multiple actions beyond just text replies.
Key Procedures¶
- View queues organized by support group
- Apply macros from dropdown or keyboard shortcut
- Link knowledge base articles to tickets
- Pin articles to tickets for reference
- Configure macros with multiple actions in admin center
Notable Statements¶
- 0:00:11 "You can see that we have queues here, and they're broken up by group"
- 0:00:25 "For our internal situation, we don't really use groups, but it would probably be good to set up like two groups, one for maybe for app dev, and then one for IT support"
- 0:01:31 "This person came in and submitted a form. They actually went to our ask.amp.org site"
- 0:01:37 "If we found a match on this email address, all of that interaction history for that email address would appear here"
- 0:01:57 "It's a little shortcut, you can just do a slash and then conf or whatever else"
- 0:02:27 "If you choose like the solved response template, not only does it add the text in here, but it also sets up other pieces, like it can mark it as solved automatically"
- 0:02:44 "Knowledge base... It gives you suggested content based on the discussion"
- 0:03:44 "Macros are more than just email templates... you can add multiple types of actions"
- 0:04:10 "This isn't something we want in our knowledge base forever, but it needs to be a macro, so they can answer the hundreds of questions they get about it"
Systems & Configurations¶
Systems Mentioned¶
- Zendesk (member support)
- ask.amp.org (form submission site)
Queue Structure¶
| Queue | Purpose |
|---|---|
| CE Center | Continuing education support |
| Conference | Conference questions |
| General Questions | General member inquiries |
Suggested Internal Groups¶
| Group | Purpose |
|---|---|
| App Dev | Application development support |
| IT Support | IT help desk |
Macro Features¶
| Feature | Description |
|---|---|
| Text insertion | Template response text |
| Status change | Auto-mark as solved |
| Group assignment | Assign to specific group |
| Tag management | Set or remove tags |
| Keyboard shortcut | /conf, /mem, etc. |
Knowledge Base Integration¶
| Action | Description |
|---|---|
| Suggested articles | Based on ticket content |
| Copy link | Insert article link in reply |
| Pin to ticket | Keep article visible on ticket |
Ticket Information¶
| Section | Content |
|---|---|
| Left side | Form submission data |
| Right side | Interaction history by email |
| User notes | Staff notes about requester |
Credentials/Access Mentioned¶
- Zendesk agent access
- Admin center access for macro configuration
Vendor Contacts Mentioned¶
None mentioned in this recording.
Errors & Troubleshooting¶
No errors documented - this is an overview recording.
Transcript Gaps & Quality Notes¶
- Brief walkthrough recording (5 minutes)
- For internal knowledge transfer
- Compares features to Salesforce equivalents
- Side conversations mentioned but not in use
- Conference-specific macros explained (temporary vs permanent content)