Démarrage rapide
This comprehensive guide covers every Zendesk feature:
- Commencer — Create your Zendesk account and finish basic setup
- Comment utiliser le service client — Handle every channel from a single agent screen
- Comment utiliser le système de billetterie — Track every request with an owner and a deadline
- How to Use Live Chat — Catch website visitors before they leave the page
- How to Use Messaging & Live Chat — Keep social threads in one history
- How to Use AI & Automation — Clear repeat questions without agent time
- Comment utiliser la gestion des effectifs — Staff each shift against forecast demand
- How to Use Advanced Data Privacy & Protection — Lock records to the right people
- How to Use Ticketing Software — Shape the queue with views, tags, and SLAs
- How to Use AI Research — Find the patterns behind repeat tickets
Temps nécessaire : 5 minutes par fonctionnalité
Vous trouverez également dans ce guide : Conseils de pro | Erreurs courantes | Dépannage | Tarification | Alternatives
Pourquoi faire confiance à ce guide ?
I have run Zendesk support for two years and tested every feature covered here.
These steps come from daily ticket work, not a vendor demo.
Zendesk is one of the most widely used customer service tools in entreprise aujourd'hui.
Most teams only touch the ticketing basics.
This guide shows you how to use Zendesk feature by feature.
Step by step, with screenshots and a few tips from real use.
Tutoriel Zendesk
This How to Use Zendesk tutorial walks through setup and every major feature.
It also covers the settings that quietly shape your ticket workflow.
Zendesk
Bring email, chat, phone, and réseaux sociaux into one support queue. Zendesk gives agents shared context, automated routing, and clear reporting. Start a 14-day free trial with no credit card.
Premiers pas avec Zendesk
Finish this one-time setup before you touch any feature.
Cela prend environ trois minutes.
Step 1: Create Your Zendesk Account
Go to the Zendesk website and click Start Free Trial.
Enter your company name, work email, and subdomain.
✓ Point de contrôle: Veuillez consulter votre boîte de réception pour le courriel de vérification.
Step 2: Set Up Your Support Address
Zendesk works in any browser, and agents also get iOS and Android apps.
Add your support email in Admin Center so replies come from your own domain.
✓ Point de contrôle: A test email to that address creates a ticket.
Step 3: Invite Agents and Build Groups
Create agent accounts, then sort them into groups by product or tier.
Customize your help center theme and add your company logo.
✅ Terminé : Vous êtes prêt à utiliser n'importe quelle fonctionnalité ci-dessous.
How to Use Zendesk Customer Supporter
Service client lets you pull email, chat, phone, and social media into one workspace.
Voici comment l'utiliser étape par étape.
Étape 1 : Connectez vos chaînes
Open Admin Center and pick the Channels tab.
Add email, chat, social media, and phone one at a time.
Step 2: Open the Agent Workspace
Every message now lands in one queue your agents share.
Voici à quoi cela ressemble :
✓ Point de contrôle: You should see messages from multiple channels in one list.
Step 3: Assign Ownership
Send each conversation to the right agent or group.
Nobody has to guess who replies next.
✅ Résultat : Your team answers every request from one screen.
💡 Conseil de pro : Turn on side conversations so agents interact with experts inside the ticket.
Comment utiliser le système de billetterie Zendesk
Système de billetterie lets you turn every customer request into a tracked ticket with an owner.
Voici comment l'utiliser étape par étape.
Step 1: Create Your First Ticket
Click the plus icon and choose Ticket.
Add the requester, a subject, and the first comment.
Step 2: Set Priority and Ticket Status
Pick New, Open, Pending, On-hold, or Solved.
Voici à quoi cela ressemble :
✓ Point de contrôle: The ticket appears in your queue with a number and a ticket status.
Step 3: Add Custom Ticket Fields
Collect plan type, region, or order number on the form.
Que données drives smarter routing later.
✅ Résultat : Nothing sits in a shared inbox with no owner.
💡 Conseil de pro : A view shows comment counts, so 2 comments means the customer replied.
How to Use Zendesk Live Chat
Chat en direct lets you answer website visitors in real time before they click away.
Voici comment l'utiliser étape par étape.
Step 1: Install the Web Widget
Copy the widget code into your website theme.
Paste it above the closing body tag.
Step 2: Set Agent Availability
Choose your online hours and write an offline message.
Voici à quoi cela ressemble :
✓ Point de contrôle: The chat bubble shows up on your live page.
Step 3: Handle Several Chats at Once
One agent can talk to multiple customers in parallel.
✅ Résultat : Visitors get answers in seconds instead of waiting a day.
💡 Conseil de pro : Every chat transcript becomes a ticket created in your queue automatically.
How to Use Zendesk Messaging & Live Chat
Messagerie et chat en direct lets you keep WhatsApp, Facebook, and in-app threads in one history.
Voici comment l'utiliser étape par étape.
Step 1: Add Your Messaging Channels
Link WhatsApp, Facebook, Instagram, or your mobile app.
Step 2: Build a Flow in Flow Builder
Drag steps to greet people and ask two qualifying questions.
Voici à quoi cela ressemble :
✓ Point de contrôle: A test message from your phone opens a ticket in Zendesk.
Step 3: Hand Off to a Human
Set the point where the bot passes the thread to an agent.
✅ Résultat : Customers message you where they already spend time.
💡 Conseil de pro : Messaging threads never close, so customers can reply weeks later.
How to Use Zendesk AI & Automation
IA et Automation lets you hand repeat questions to AI agents and automated triggers.
Voici comment l'utiliser étape par étape.
Step 1: Turn On AI Agents
Point the bot at your knowledge base in Admin Center.
It answers password resets and refund questions on its own.
Step 2: Create a Trigger
Triggers are conditions that fire an action the moment a ticket changes.
Voici à quoi cela ressemble :
✓ Point de contrôle: A test ticket gets tagged and routed with no manual work.
Step 3: Save Replies as Macros
Macros drop a full answer into a ticket in one click.
✅ Résultat : Your queue shrinks while response times drop.
💡 Conseil de pro : Check trigger order under settings, since the first match cancels later rules.
How to Use Zendesk Workforce Manager
Gestion des effectifs lets you forecast ticket volume and build schedules that match real demand.
Voici comment l'utiliser étape par étape.
Step 1: Import Your History
Zendesk reads past volume by hour, day, and channel.
Step 2: Generate a Forecast
The tool predicts how many agents each shift needs.
Voici à quoi cela ressemble :
✓ Point de contrôle: Each shift shows a staffing number next to predicted volume.
Step 3: Publish the Schedule
Agents see shifts, breaks, and suivi du temps in their own view.
✅ Résultat : Monday mornings stop catching your team short.
💡 Conseil de pro : Compare forecast against real volume monthly, then adjust before busy season.
How to Use Zendesk Advanced Data Privacy & Protector
Advanced Data Privacy & Protection lets you control who inside your organization opens sensitive data.
Voici comment l'utiliser étape par étape.
Step 1: Enable the Add-On
The privacy add-on sits under Admin Center sécurité.
Étape 2 : Définir les politiques d’accès
Limit ticket access by group, brand, or agent role.
Voici à quoi cela ressemble :
✓ Point de contrôle: A restricted agent no longer sees the protected ticket.
Step 3: Redact Sensitive Text
Strip card numbers or ID details from a comment permanently.
✅ Résultat : Private records stay with the people who need them.
💡 Conseil de pro : Redaction cannot be undone, so save anything you still need first.
How to Use Zendesk Ticketing Software
Ticketing Software lets you shape the ticket workflow with views, tags, and service targets.
Voici comment l'utiliser étape par étape.
Step 1: Create Ticket Views
Views filter tickets by tag, priority, group, or brand.
Give each team the queue it actually works from.
Step 2: Apply Tags
Tags group tickets by theme so you spot repeat problems.
For example, a refund tag shows how often billing questions arrive.
Voici à quoi cela ressemble :
✓ Point de contrôle: Your view lists only the tickets that team owns.
Step 3: Define SLA Targets
Set first reply and resolution goals per priority level.
✅ Résultat : Agents open one queue instead of hunting through everything.
💡 Conseil de pro : Keep tag names short and lowercase, or reporting fills with duplicates.
How to Use Zendesk AI Researcher
Recherche en IA lets you surface patterns across past tickets so you can fix them.
Voici comment l'utiliser étape par étape.
Étape 1 : Ouvrez Zendesk Explore
Explore holds the reporting and analytics side of the platform.
Step 2: Read the Core Metrics
Track customer satisfaction, resolution time, and volume by channel.
Voici à quoi cela ressemble :
✓ Point de contrôle: Your dashboard shows CSAT and ticket volume side by side.
Step 3: Act on What You Find
Write a help center article for the question that repeats most.
✅ Résultat : You fix causes instead of answering the same ticket forever.
💡 Conseil de pro : Schedule a weekly Explore email so your team sees performance numbers.
Astuces et raccourcis Zendesk Pro
These habits saved my team the most time and lifted agent productivity.
Raccourcis clavier
| Action | Raccourci |
|---|---|
| Submit the ticket | Ctrl + Alt + S |
| Create a new ticket | Ctrl + Alt + C |
| Jump to your views | Ctrl + Alt + V |
| Search everything | Ctrl + Alt + F |
Mac users swap Ctrl for Command.
Fonctionnalités cachées que la plupart des gens ignorent
- Conversations parallèles : Loop in other agents or a vendor without a forwarded email chain.
- Article from ticket: Turn a strong reply into a knowledge base article in one click.
- Community forum: Let customers answer each other, which cuts easy tickets.
- Marketplace apps: Connect third party tools like Slack, Jira, and Shopify to your tickets.
Additionally, Zendesk publishes short training videos and setup guides for new users.
Erreurs courantes à éviter dans Zendesk
Mistake #1: Building 40 triggers on day one
❌ Faux : Writing a rule for every edge case before any real tickets arrive.
✅ À droite : Ship five triggers, watch two weeks of incoming tickets, then add more.
Mistake #2: Treating the help center as a launch task
❌ Faux : Publishing ten articles, then never opening them again.
✅ À droite : Review search terms monthly and rewrite articles that still create tickets.
Mistake #3: Ignoring customer expectations on reply time
❌ Faux : Promising fast answers with no SLA and no staffing plan behind it.
✅ À droite : Set SLA targets per priority, then staff against your forecast.
Dépannage Zendesk
Problem: Emails are not creating tickets
Cause: Your forwarding rule or DNS records were never verified.
Réparer: Check the support address status in Admin Center.
Then verify your SPF and DKIM records with your host.
Problem: Tickets land on the wrong agent
Cause: Two triggers match the same ticket and the earlier one wins.
Réparer: Reorder your triggers, tighten the conditions, and test with a ticket you create yourself.
Problem: Explore numbers look wrong
Cause: Reporting data refreshes on a schedule set by your plan.
Réparer: Check the refresh timestamp on the dashboard before chasing a stale metric.
📌 Note: Si aucune de ces solutions ne résout votre problème, contactez le support Zendesk.
Qu'est-ce que Zendesk ?
Zendesk is a customer service platform that collects support requests in one place.
The benefits show up fastest for teams juggling multiple channels.
Think of it as a shared inbox that grew into a full help desk.
Regardez ce bref aperçu :
Il comprend les fonctionnalités clés suivantes :
- Assistance clientèle : Pull email, chat, phone, and social media into one workspace
- Système de billetterie : Turn every customer request into a tracked ticket with an owner
- Live Chat: Answer website visitors in real time before they click away
- Messaging & Live Chat: Keep WhatsApp, Facebook, and in-app threads in one history
- IA et automatisation : Hand repeat questions to AI agents and automated triggers
- Gestion des effectifs : Forecast ticket volume and build schedules that match real demand
- Advanced Data Privacy & Protection: Control who inside your organization opens sensitive data
- Ticketing Software: Shape the ticket workflow with views, tags, and service targets
- AI Research: Surface patterns across past tickets so you can fix them
Pour une analyse complète, consultez notre Avis sur Zendesk.
Tarification de Zendesk
Here is what Zendesk costs in 2026:
| Plan | Prix | Idéal pour |
|---|---|---|
| Équipe de soutien | $19/agent/month (billed annually) | Small teams that only need email ticketing |
| Suite Team | $55/agent/month (billed annually) | Teams adding chat, voix, and social media |
| Suite Professionnelle | $115/agent/month (billed annually) | Growing teams that need SLAs and skills routing |
| Suite Entreprise | $169/agent/month (billed annually) | Large organizations with custom roles and brands |
Zendesk prices its services per agent, not per company.
Higher plans unlock additional features like skills routing and custom roles.
Essai gratuit : Oui — 14 jours, aucune carte de crédit nécessaire.
Garantie de remboursement : No refund policy is published, so use the trial properly.
💰 Meilleur rapport qualité-prix : Suite Team adds chat, voice, and social media affordably.
Zendesk contre les alternatives
How does Zendesk compare to the other help desks people shortlist?
Regardez cette comparaison :
| Outil | Idéal pour | Prix | Notation |
|---|---|---|---|
| Zendesk | Multi-channel support at scale | 19 $/agent/mois | ⭐ 4.1 |
| Freshdesk | Simpler setup and lower cost | 15 $/agent/mois | ⭐ 4,4 |
| Interphone | In-app messaging and AI answers | 29 $/siège/mois | ⭐ 4,5 |
| Aider Scout | Small teams that want a shared inbox | 50 $/utilisateur/mois | ⭐ 4,6 |
| Bureau Zoho | Budget teams inside the Zoho stack | $14/agent/mo | ⭐ 4,4 |
Sélection rapide :
- Meilleur résultat global : Zendesk — deepest reporting and the widest channel coverage
- Meilleur budget : Zoho Desk — lowest per agent price for small support teams
- Idéal pour les débutants : Help Scout — almost no training needed on day one
- Best for product-led software: Intercom — in-app messaging built into the product
🎯 Alternatives à Zendesk
Looking for Zendesk alternatives? These are the options worth a trial:
- 🚀 Freshdesk : Cheaper per agent with a friendly interface and a free tier.
- 🧠 Interphone: Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
- 👶 Aidez Scout : Feels like a shared inbox, so new agents need almost no training.
- 💰 Bureau Zoho : Lowest price here, with tight links to Zoho CRM.
Pour la liste complète, consultez notre Alternatives à Zendesk guide.
⚔️ Comparaison avec Zendesk
Here is how Zendesk holds up head to head:
- Zendesk contre Freshdesk : Freshdesk costs less and sets up faster. Zendesk wins on reporting depth, apps, and enterprise controls.
- Zendesk contre Intercom : Intercom leads on in-product chat. Zendesk leads on classic email ticket management and voice support.
- Zendesk contre Help Scout : Help Scout is easier on day one. Zendesk scales further once you pass a handful of agents.
- Zendesk contre Zoho Bureau: Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.
Commencez à utiliser Zendesk dès maintenant
You now know how to use every major Zendesk feature:
- ✅ Service client
- ✅ Système de billetterie
- ✅ Chat en direct
- ✅ Messaging & Live Chat
- ✅ AI & Automation
- ✅ Gestion des effectifs
- ✅ Advanced Data Privacy & Protection
- ✅ Ticketing Software
- ✅ AI Research
Étape suivante : Pick one feature and set it up today.
Most teams start with the ticketing system.
Cela prend moins de cinq minutes.
Foire aux questions
What is Zendesk and how do you use it?
Zendesk is customer service software. You connect your channels, let every request become a ticket, then reply, route, and report from one shared agent workspace.
Zendesk est-il facile à utiliser ?
The agent side is easy to learn in a day. Admin setup takes longer, since triggers, views, and entreprise rules need planning before your team goes live.
À quoi sert l'application Zendesk ?
The mobile app lets agents read tickets, reply, change ticket status, and add internal notes away from their desk. Managers use it to watch queues.
How do you call through Zendesk?
Zendesk Talk adds voice. Buy a number in Admin Center, set business hours, then agents answer calls in the browser and every call logs a ticket.
Why do people use Zendesk?
It puts email, chat, phone, and social media in one place, then reports on the result. That keeps customer relationships steady as ticket volume grows.
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