How to Use Zendesk Automation to Manage Your Business Efficiently

How to Use Zendesk Automation to Manage Your Business Efficiently

May 13, 2023

Zendesk is a comprehensive customer support platform that offers businesses a wide range of features. Apart from assisting customers, Zendesk helps companies manage their tickets and inquiries more efficiently.

To accomplish this, many businesses use Zendesk automation tools to make processes simpler and faster. With the help of automation, you can respond to your customers faster and create an automated workflow that meets their needs. Read on to find out how!

Section 1: What is Zendesk Automation?

In simple terms, Zendesk automations are sets of rules that are triggered by specific events, such as a new ticket or a project due date. Zendesk provides you with many tools to create automations that can help your team save time and improve productivity. While Zendesk automations have many uses, they typically fall into two categories: single-action and multi-action automations. Single-action automations take one action, such as sending a welcome email or creating a ticket. Zendesk multi-action automations can take multiple actions, for example creating a new ticket, sending a notification email, then updating the ticket.

Section 2: Set up triggers to automate your most frequent tasks

One of the best ways to get started with Zendesk automation is to create simple triggers that solve your most frequent problems. Automating your most frequent tasks is a great way to get the most out of Zendesk. For example, let’s assume that you receive many support tickets from customers who can’t log in to the app. You can set a trigger so that whenever a new ticket is created with the subject “Login Error,” a Zendesk agent is notified with a prewritten message. The message should include a link to the login error article that you’ve previously written. This way, your team can quickly resolve the issue without making the customer wait.

Section 3: Create automatic responses for common tickets

Customer satisfaction surveys reveal that the most common customer request is to receive faster support. Automation can help you speed up the ticket resolution process. Follow these steps to create automatic responses for recurring questions:

  • First, identify the questions that you’re commonly asked.
  • Next, create an automatic response for each of these questions.
  • Finally, target your automatic response to specific tickets based on keywords.

Let’s say that you frequently receive tickets from customers who want to upgrade their account. You can target your automatic response to these tickets by adding “upgrade account” as a keyword. Then, create a message that states that a representative will get in touch with them shortly to discuss their upgrade, and set a notification to the next available agent to call the customer.

Section 4: Create an automated workflow with Zendesk tools

Though you can automate many tasks with single-action automations, Zendesk tools can help you create multi-action automations that are more complex.

These tools are designed to help you automate your workflow and take your business to the next level. For example:

  • Surfacing self-service – You can use Zendesk email to create templates for emails and automate these messages. For example, let’s say that you want to let customers know that you have self-service options for their questions. You can create a trigger to detect the request subject, and then create a template for this message and use Zendesk to quickly send it to customers.
  • Project management – You can use Zendesk project management add-ons to create tasks and assign them to your team members. This way, you know who is working on what and can track all projects in one place.

Section 5: Conclusion

Zendesk automation can help you improve your business in many ways. It can help you save time by streamlining customer service and ticket management, and it can also help you increase customer satisfaction by responding to tickets more quickly. To get the most out of your Zendesk automation, set up triggers for common problems and create automatic responses for frequent inquiries. You can also use Zendesk tools to create more complex automations. With Zendesk automation, you can respond to customers faster, create an automated workflow that saves your team time, and improve customer satisfaction.