Zendesk Admin
Zendesk Admin is responsible for configuring, customizing, and managing the Zendesk Support platform for ticketing, automation, and customer service operations. It includes managing agents, workflows, triggers, SLA rules, help center setup, integrations, and reporting to ensure smooth customer support operations.
- Ticket Management: Customize ticket fields, forms, and views.
- Automation: Create triggers, macros, and workflow automation rules.
- User & Role Management: Add agents, groups, and permissions.
- Help Center Setup: Build knowledge base and customer portal.
- Integrations: Connect Zendesk with CRM, Slack, Jira, email, and APIs.
- Reporting & Analytics: Track SLAs, performance metrics, and dashboards.
- Multi-channel Support: Configure email, chat, voice, and social channels.
- Basic understanding of customer support or service desk operations.
- Familiarity with SaaS applications and cloud-based tools.
- Basic understanding of workflows and ticketing systems.
- No coding required, but API knowledge is beneficial.
- Configuring Zendesk Support for ticketing and agent workflows.
- Creating triggers, automations, macros, and SLA rules.
- Managing users, roles, and security settings.
- Designing Help Center and Knowledge Base articles.
- Integrating Zendesk with external apps and APIs.
- Building custom reports for performance tracking.
- Setting up channels like email, chat, and voice.
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