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This comprehensive guide covers every Zendesk feature:

• Iniziare — Create your Zendesk account and finish basic setup
• — Gestisci tutti i canali in un unico posto — Handle every channel from a single agent screen
• — Organizza e monitora ogni richiesta — 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
• — Pianifica e prevedi i carichi di lavoro degli agenti — 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

Tempo necessario: 5 minuti per ogni servizio

In questa guida troverete anche: Consigli professionali | Errori comuni | Risoluzione dei problemi | Prezzi | Alternative

Perché fidarsi di questa guida

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 Attività commerciale Oggi.

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.

Questo tutorial completo su Zendesk ti guida passo passo attraverso ogni funzionalità, dalla configurazione iniziale ai suggerimenti avanzati che ti trasformeranno in un utente esperto.

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 social media into one support queue. Zendesk gives agents shared context, automated routing, and clear reporting. Start a 14-day free trial with no credit card.

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Guida introduttiva a Zendesk

Vai sul sito web di Zendesk e fai clic su "Inizia la prova gratuita".

Finish this one-time setup before you touch any feature.

Ci vogliono circa tre minuti.

Step 1: Create Your Zendesk Account

Go to the Zendesk website and click Start Free Trial.

Enter your company name, work email, and subdomain.

✓ Punto di controllo: e scegli un colore tema.

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.

✓ Punto di controllo: 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.

How to Use Zendesk Customer Supporter

Assistenza clienti lets you pull email, chat, phone, and social media into one workspace.

Ecco come usarlo, passo dopo passo.

Passaggio 1: collega i tuoi canali

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.

Ecco come si presenta:

✓ Punto di controllo: 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.

Come utilizzare il sistema di ticketing Zendesk

Sistema di biglietteria lets you turn every customer request into a tracked ticket with an owner.

Ecco come usarlo, passo dopo passo.

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.

Ecco come si presenta:

✓ Punto di controllo: 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.

Quello dati drives smarter routing later.

How to Use Zendesk Live Chat

Chat dal vivo lets you answer website visitors in real time before they click away.

Ecco come usarlo, passo dopo passo.

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.

Ecco come si presenta:

✓ Punto di controllo: 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.

How to Use Zendesk Messaging & Live Chat

Messaggistica e chat dal vivo lets you keep WhatsApp, Facebook, and in-app threads in one history.

Ecco come usarlo, passo dopo passo.

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.

Ecco come si presenta:

✓ Punto di controllo: 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.

How to Use Zendesk AI & Automation

Salesforce Agentforce ha superato Zia AI di Zoho. Automazione lets you hand repeat questions to AI agents and automated triggers.

Ecco come usarlo, passo dopo passo.

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.

Ecco come si presenta:

✓ Punto di controllo: 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.

How to Use Zendesk Workforce Manager

Consente di prevedere il fabbisogno di personale e di programmare gli operatori. lets you forecast ticket volume and build schedules that match real demand.

Ecco come usarlo, passo dopo passo.

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.

Ecco come si presenta:

✓ Punto di controllo: Each shift shows a staffing number next to predicted volume.

Step 3: Publish the Schedule

Agents see shifts, breaks, and monitoraggio del tempo in their own view.

How to Use Zendesk Advanced Data Privacy & Protector

Advanced Data Privacy & Protection lets you control who inside your organization opens sensitive data.

Ecco come usarlo, passo dopo passo.

Step 1: Enable the Add-On

The privacy add-on sits under Admin Center sicurezza.

Passaggio 2: Impostare le politiche di accesso

Limit ticket access by group, brand, or agent role.

Ecco come si presenta:

✓ Punto di controllo: A restricted agent no longer sees the protected ticket.

Step 3: Redact Sensitive Text

Strip card numbers or ID details from a comment permanently.

How to Use Zendesk Ticketing Software

Ticketing Software lets you shape the ticket workflow with views, tags, and service targets.

Ecco come usarlo, passo dopo passo.

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.

Ecco come si presenta:

✓ Punto di controllo: Your view lists only the tickets that team owns.

Step 3: Define SLA Targets

Set first reply and resolution goals per priority level.

How to Use Zendesk AI Researcher

Ricerca sull'IA lets you surface patterns across past tickets so you can fix them.

Ecco come usarlo, passo dopo passo.

Fai clic sull'icona Esplora (grafico a barre) nella barra laterale sinistra.

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.

Ecco come si presenta:

✓ Punto di controllo: 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.

Dopo aver testato Zendesk per oltre due anni, ecco i miei migliori consigli.

These habits saved my team the most time and lifted agent productivity.

Scorciatoie da tastiera

Mac users swap Ctrl for Command.

Funzionalità nascoste che la maggior parte delle persone non nota

• Coinvolgi altri team via email o Slack senza uscire dal ticket. Vai al ticket → clicca su "Conversazioni laterali". 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.

Errore n. 1: Saltare la configurazione del Centro assistenza

Mistake #1: Building 40 triggers on day one

Mistake #2: Treating the help center as a launch task

Mistake #3: Ignoring customer expectations on reply time

Problema: i biglietti non vengono visualizzati.

Problem: Emails are not creating tickets

Causa: Your forwarding rule or DNS records were never verified.

Aggiustare: 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

Causa: Two triggers match the same ticket and the earlier one wins.

Aggiustare: Reorder your triggers, tighten the conditions, and test with a ticket you create yourself.

Problem: Explore numbers look wrong

Causa: Reporting data refreshes on a schedule set by your plan.

Aggiustare: Check the refresh timestamp on the dashboard before chasing a stale metric.

📌 Nota: è una piattaforma di assistenza clienti che ti aiuta a gestire tutte le conversazioni con i clienti in un unico posto.

Che cos'è 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.

Guarda questa breve panoramica:

Include le seguenti caratteristiche principali:

• Assistenza clienti: Pull email, chat, phone, and social media into one workspace
• Sistema di biglietteria: 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
• Intelligenza artificiale e automazione: Hand repeat questions to AI agents and automated triggers
• Gestione della forza lavoro: 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

Per una ripartizione completa, consultare il nostro Ecco quanto costerà Zendesk nel 2026:.

Prezzi di Zendesk

Here is what Zendesk costs in 2026:

Zendesk prices its services per agent, not per company.

Higher plans unlock additional features like skills routing and custom roles.

Prova gratuita: Sì, 14 giorni, senza bisogno di carta di credito.

Garanzia di rimborso: No refund policy is published, so use the trial properly.

💰 Miglior rapporto qualità-prezzo: Suite Team adds chat, voice, and social media affordably.

Come si posiziona Zendesk rispetto alla concorrenza? Ecco il panorama competitivo:

How does Zendesk compare to the other help desks people shortlist?

Guarda questo confronto:

Scelte rapide:

• Il migliore in assoluto: Zendesk — deepest reporting and the widest channel coverage
• Miglior budget: Zoho Desk — lowest per agent price for small support teams
• Ideale per principianti: Help Scout — almost no training needed on day one
• Best for product-led software: Intercom — in-app messaging built into the product

Cerchi alternative a Zendesk? Ecco le migliori opzioni:

Looking for Zendesk alternatives? These are the options worth a trial:

• 🚀 Freshdesk: Cheaper per agent with a friendly interface and a free tier.
• 🧠 Citofono: Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
• 👶 Aiuta Scout: Feels like a shared inbox, so new agents need almost no training.
• 💰 Help desk economico con profonde integrazioni con la suite di prodotti Zoho. Ideale per le aziende che già utilizzano Zoho. Lowest price here, with tight links to Zoho CRM.

Per l'elenco completo, consultare il nostro Alternative a Zendesk guida.

Ecco come Zendesk si posiziona rispetto a ciascun concorrente:

Here is how Zendesk holds up head to head:

• Zendesk vince per funzionalità e completezza pensate per le aziende. Freshdesk vince sul prezzo, con un piano gratuito e costi per agente inferiori. Freshdesk costs less and sets up faster. Zendesk wins on reporting depth, apps, and enterprise controls.
• Zendesk è più efficace nei flussi di lavoro tradizionali di gestione dei ticket. Intercom è leader nell'intelligenza artificiale conversazionale e nella messaggistica in-app per le soluzioni SaaS. Intercom leads on in-product chat. Zendesk leads on classic email ticket management and voice support.
• Zendesk offre più canali e funzionalità di automazione. Help Scout è più semplice, economico e veloce da configurare per i team che utilizzano molto la posta elettronica. Help Scout is easier on day one. Zendesk scales further once you pass a handful of agents.
• Scrivania: Zendesk offre un'esperienza utente più curata. Zoho Desk costa il 70% in meno e si integra nativamente con la suite Zoho. Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.

Hai imparato a utilizzare tutte le principali funzionalità di Zendesk:

You now know how to use every major Zendesk feature:

• ✅ Sistema di biglietteria
• ✅ Chat e messaggistica in tempo reale
• ✅ Chat in diretta
• ✅ Messaging & Live Chat
• ✅ AI & Automation
• ✅ Protezione e privacy dei dati avanzate
• ✅ Advanced Data Privacy & Protection
• ✅ Ticketing Software
• ✅ AI Research

Passo successivo: Pick one feature and set it up today.

Most teams start with the ticketing system.

Ci vogliono meno di cinque minuti.

Domande frequenti

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 è facile da usare?

The agent side is easy to learn in a day. Admin setup takes longer, since triggers, views, and Attività commerciale rules need planning before your team goes live.

A cosa serve l'app 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.