Zendesk Templates - Quick Start Guide

Now that you have your template deployed and ready to go, here are some essential next steps to quickly launch your Zendesk instance:

People:

• Add agents and admins:
  • Each agent or admin you add receives a welcome email with a verification link so that they can create their agent account and password
  • Once you add your agents, you can add them to your groups. Think of Groups as your teams in Zendesk. You can simply have one or multiple groups.
• Learn more here

Email:

• Set up your email channel by creating custom support addresses:
  • Your account has one address ready to go but you can add more, either as variations of your Zendesk address or as your own custom support addresses. For example: support@gravity.cx
• Connect your existing email by forwarding it into Zendesk:
  • If your going to use an external email address (your own support address - which we recommend), you'll need to set up email forwarding; however, this is considered a Go Live step, so ensure you delay this until your account setup is complete.
    
    • For example:
      • We want to create support@gravity.cx as our support address
      • We want tickets to be created when customers email this address
      • When we are ready for go live, we will forward support@gravity.cx to support@gravitycx.zendesk.com. (support@gravitycx.zendesk.com is our Zendesk support address that was created for us when we started our trial - this can't be changed)
• Learn more here

Enable and Activate your Help Center:

• Allow customers to reach out to you via your new forms by activating your help center:
  • Your customers can navigate to your help center and click the submit a request link to fill out a request form which will create a ticket for your team to solve
  • You can learn more about activating your Help Center here
• Learn more here

Additional Items:

• The above are just the very basics to get you going with email and your new ticket forms on the Help Center
• You can also configure other areas of Zendesk depending on your use case and complexity
• Our comprehensive guide walks you through each of the areas in detail

Help:

• Don't understand something or need to ask a question? You can reach out to us for help in our Gravity CX Support app right in your Zendesk instance. No email addresses to remember or bookmarks to add. Simply login to your Zendesk instance, click on the Gravity CX support app and we'll be happy to help.