Announcing a new webinar series: 5 steps to provide email support

Hey community friends!

As part of the Zendesk essentials webinars, the team is excited to announce a new series titled 5 steps to provide email support. These webinars are designed specifically to help you optimize your email support processes in Zendesk. This series will take you from start to finish, from designing the best Zendesk configuration for your business to launching and monitoring email support for your end users.

What to expect

• Comprehensive overviews: Introduction to key features of Zendesk Support, ensuring you can effectively utilize the platform
• Step-by-step tutorials: Easy-to-follow tutorials showcasing real workflows that other Zendesk users have found beneficial, providing both instruction and inspiration
• Best practices: Insights from Zendesk experts and fellow users to avoid common pitfalls and build for the future
• Interactive Q&A: Live discussions where you can ask questions and receive real-time assistance from Zendesk experts

Overview of each session

Step 1: Plan your setup

•    Map out your team and customer organizational structures
•    Determine access levels for each kind of user
•    Identify key KPIs and measurements to help you monitor and improve your CX

Step 2: Organize your team

•    Assign permissions and organize agents
• Start collecting information about your end users and their issues
•    Learn about the ticket lifecycle and effective routing strategies

Step 3: Build the agent experience

•    Implement ticket routing and handling workflows
•    Make your agents more efficient with both personalized and shared tools
•    Streamline ticket actions through automation

Step 4: Build the customer experience

•    Customize emails to look and feel like your brand
•    Understand how email comes and goes in Zendesk
•    Control and customize email notifications so your end users are always in the loop

Step 5: Final steps to go live

•    Test your set up to put yourself in your customers’ shoes
•    Address common FAQs and ensure smooth operations
•    Monitor your customer experience with pre-built dashboards

Upcoming sessions

• 5 steps to provide email support - Step 1: Plan your setup

  April 29th, 2025 
  11:00 AM CDT (UTC-06)

• 5 steps to provide email support - Step 2: Organize your team

  May 6, 2025 
  11:00 AM CDT (UTC-06)

• 5 steps to provide email support: Step 3 -  Build the agent experience

  May 13, 2025 
  11:00 AM CDT (UTC-06)

• 5 steps to provide email support: Step 4 - Build the customer experience

  May 20, 2025 
  11:00 AM CDT (UTC-06)

• 5 steps to provide email support: Step 5 - Final steps to go live

  May 27, 2025 
  11:00 AM CDT (UTC-06)

What do I need to do? 

Visit the Zendesk essentials: Live tutorials series page and click Join today to stay updated on past and upcoming events.

By attending these webinars, you'll gain a deeper understanding of core Zendesk functionality, ideas for your own workflows, and access to a community of experts and peers eager to share their learnings.