How to Get Prepared for Zendesk Import
- identify hazards
- analyze risk control measures
- assess risk levels
- make risk decisions
- plan risk avoidance
- how the things will go,
- what issues might occur,
- how to deal with all this stuff efficiently.
Specific aspects of data import
- If you plan to onboard Zendesk with importing a backup data from the current platform, you might need to change the file structure or reimport the records.
- When importing records from one platform to another, you may need to upload them in a particular order to preserve the relationships.
- Data import, usually, allows uploading custom entities.
- During data import, you can’t use multiple files - you import one file per time.
- The quality of data in Zendesk depends on the data you have extracted from the previous help desk.
Specific aspects of data migration
- The data migration allows applying multiple record sources.
- During data migration, you can transfer custom entities and fields if the destination help desk has the same corresponding entities and fields.
- The API-based migration helps to save time and securely switch data between the help desk solutions.
- If you don’t cleanse the company’s database before the migration, you will get the poor quality records on Zendesk.
|Zendesk Chat||creates a personal connection (via the web, mobile, and messaging) with customers, who come for help without interrupting their experience|
|Zendesk Talk||is a built-in call center solution that helps agents to resolve complex issues faster and deliver personalized support|
|Zendesk Guide||is a tool for building a customizable help center, online community, and customer service portal for better customer self-service|
|Zendesk Connect||leverages that information across all channels to design the customer journey when you offer more ways to help|
|Zendesk Explore||integrates the data from every channel, so you can measure how customers interact with your brand without losing the thread|
Note: The separate apps of Zendesk have their own pricing. So, ensure that you test out your end-to-end solution completely and get a price quote that includes every tool you are going to use in the future.To understand how Zendesk helps to solve tough customer support challenges, let’s check out briefly how the key tools work.Zendesk Menu Overview. There are the following items on the left side:
- Home button (provides access to the dashboard and shows the current configurations)
- Views section (holds information about the unresolved tickets)
- Reporting section (delivers details about tickets, agents, customers, and the like)
- the last button will link you to the Admin homepage
Note: Zendesk has updated its DPA (data processing addendum) to provide its customers with contractual commitments regarding the compliance with applicable EU data protection law and implemented additional contractual provisions required by the GDPR.
#1 Essential from $5 per agent/monthThere are three aspects when this plan might fulfill your needs, if:
- you are launching customer service,
- you have low ticket volumes
- the ticket volume isn’t enough for a dedicated support rep.
- email and social media channels
- basic help center (it includes FAQ)
- website and mobile app integration
#2 Team from $19 per agent/monthWhen you run a rather small company and have a steady stream of ticket volume, then this plan will be good for you. It offers:
- business rules (trigger creation)
- performance dashboard (basic analytics with limited details and no option to customize)
- third-party application integration
#3 Professional from $49 per agent/monthIn case, your company is ready to dive in the data-driven customer service, this plan tier might be just the job. Here you will get:
- CSAT (customer satisfaction surveys and track support reps’ performance)
- custom reports and dashboards
- multiple languages
#4 Enterprise from $99 per agent/monthIf you run medium or large size organization with complex customer service processes, then this plan is the right place to land. It includes:
- agent roles (light agent, staff, team lead, or administrator, you can create custom roles)
- multiple brands (customized help desks and contact forms managed from one location)
- multiple ticket forms
- personalized Zendesk support during the platform launch
- satisfaction prediction (analyze data to predict customer satisfaction and detect successful action)
#5 Elite from $199 per agent/monthThe usual customers of this plan are the big companies and large enterprises. The peculiarities are the higher security and priority in support from Zendesk. It also comes with:
- unlimited light agents (see and comment but can’t be assigned to the tickets)
- 99,9% uptime (thus, this uptime level is at all plans)
- an hour service level objective (support agents will get the answer to their question from Zendesk within an hour)
- advanced encryption and security
- data center location can be selected (in the US or the EU)
Zendesk vs. FreshdeskThe principal function of the help desk is to enhance the process of customer support, as well as make it more effective and timely. When comparing Freshdesk to Zendesk, each platform has some advantages and drawbacks. Here is a couple of features to illustrate the benefits of Zendesk:
- The collaborative workspace that advanced quality of support service and boosted agents’ productivity.
- The extensive content filtering to get the required information.
- The filters applicable to views help to prioritize tickets and respond faster.
Zendesk vs. Help ScoutWhile Zendesk ticketing is based on the Views, Help Scout resolves customer issues by the channel they come in a separate mailbox. The tickets within one mailbox can be sorted into folders and visible for the entire mailbox or chosen users. This folder organization is rather inflexible and less convenient. A customer may come from various channels for resolving the same issue, and a support rep will struggle a little bit to get the interaction history. Zendesk allows creating various ticket views on a series of conditions.The automations in Help Scout called workflows. They are mailbox specific and can’t be divided by function. There is no global automation due to the mailbox scheme. In Zendesk, you can automate processes employing triggers, automations (timed event rules), SLA, and macros.The reporting in Help Scout is based on the Views tool. It works as a filter where you can add a search field (type, tag, folder, and custom fields). There is no option of scheduling report emails. In Zendesk there is a range of various customizations to get the required information and schedule its delivery and share across the company.To conclude: in Help Scout to Zendesk comparison, Zendesk looks like a winner.
Zendesk vs. Jira Service DeskAtlassian's Jira Service Desk is a strong competitor to Zendesk. Both solutions offer ITIL processes. Thus, Jira is certified and enables it on a full scale while Zendesk is partly adhering to it. The difference between them in the primary use cases: Jira is useful for managing the software development process, Zendesk is good for end-user communication.If to talk about the help desk strong points, Jira Service Desk has multiple activities feeds (at a project, team, issue, and user levels) and reporting tools. Concerning Zendesk, this would be automations, two-way communication, and knowledge base.In term of deployment, Zendesk requires a little setup to start while Jira Service Desk takes time on training and adaptation (if you didn’t use any Atlassian’s product before.)
Zendesk vs. HubSpot Service HubThe new shiny thing isn’t always better. This similarity is applicable to HubSpot Service Hub. The solution is new and offers significant functionality (ticketing, live chat, automation and routing, knowledge base, reporting, email templates and the like) other help desk software provides as well.In the drawbacks list, you will find one level pricing ($400/mo for five users), report add-on (for $200 per month), each additional user will cost $80 per month, and API access comes at $500 per month.It is hard to say that HubSpot Service Hub is a competitor to Zendesk, as the solution is new and the feature set may change in future after they receive feedback.
#1 Become a Change ExpertFirst off you need to learn as many details as possible about the organization import and the platform - in our case about Zendesk. You should be ready to answer a lot of questions when it will come to the asking for supporting a change. And, perhaps, the most important, you must see the change as the opportunity yourself; otherwise, no one will be convinced of its merits.
#2 Let the Change Discussion Be an Early BirdApart from minimizing the impact, the early discussion aids in getting a mutual understanding of the change value. Besides, people become more supportive if they have a feeling of being involved in the decision-making process. Get prepared for the resistance and be open to feedback.
#3 Prove the Actual Value of the ChangeWhen talking with the support service team, ensure that you have explained to them the benefits of the help desk platform, and they understood them. In case, it gets challenging to prompt the change, you can discuss some past issues and show how they could be fixed with the help desk solution.
#4 Know Your AudienceWhile delivering your point, don’t forget about the audience. If you want to gain their support, follow the three aspects:
- use communication style of your audience,
- discuss at the time suitable for them, and
- choose a place where your team feels comfortable.
#5 Confirm SupportAfter you have discussed a change, answered questions, and received suggestions, it is time to confirm support. Don’t accept the vague responses. You need a clear answer: yes or no. If the answer is no, then you should start over again with the third point of this list.
Few Ideas to Prove the Value of Help Desk Software“It is impersonal!” The classical answer of those who are refusing to use the help desk software. Explain your team that there are three reasons why the ticket system is valuable:
- tracking issues
- bringing efficiency to the staff workload
- eliminating the problems and records falling through the cracks
- Set timelines for every stage and inform the data import team about the tasks and deadlines.
- The objectives and goals have detailed descriptions and the team has a shared understanding of the upcoming project.
- Create the communication plan to keep the team, company departments, the boss, the stakeholders (if it is necessary) on the same page about the progress.
- Audit the organization data and check the quality of the records. Search for duplicates and delete the redundant records (if you find such.)
- Develop training documentation (with the new terms, roles, and the like) for a support service team to make the transition to Zendesk easier.