クイックスタート
This comprehensive guide covers every Zendesk feature:
- はじめる — Create your Zendesk account and finish basic setup
- カスタマーサポートの利用方法 — Handle every channel from a single agent screen
- チケットシステムの使い方 — 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
- 人材管理システムの使い方 — 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
所要時間： 各作品につき5分
このガイドには以下の内容も含まれています。 プロのヒント | よくある間違い | トラブルシューティング | 価格 | 代替案
このガイドを信頼する理由
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 仕事 今日。
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.
Zendeskチュートリアル
This How to Use Zendesk tutorial walks through setup and every major feature.
It also covers the settings that quietly shape your ticket workflow.
ゼンデスク
Bring email, chat, phone, and ソーシャルメディア into one support queue. Zendesk gives agents shared context, automated routing, and clear reporting. Start a 14-day free trial with no credit card.
Zendesk の利用開始
Finish this one-time setup before you touch any feature.
約3分かかります。
Step 1: Create Your Zendesk Account
Go to the Zendesk website and click Start Free Trial.
Enter your company name, work email, and subdomain.
✓ チェックポイント: 受信トレイに確認メールが届いているか確認してください。
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.
✓ チェックポイント: 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.
✅ 完了: 以下の機能はすべてご利用いただけます。
How to Use Zendesk Customer Supporter
カスタマーサポート lets you pull email, chat, phone, and social media into one workspace.
以下に、その使用方法をステップごとに説明します。
ステップ1：チャンネルを接続する
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.
これは以下のようなものです。
✓ チェックポイント: 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.
✅ 結果: Your team answers every request from one screen.
💡 プロのヒント: Turn on side conversations so agents interact with experts inside the ticket.
Zendeskチケットシステムの使い方
チケットシステム lets you turn every customer request into a tracked ticket with an owner.
以下に、その使用方法をステップごとに説明します。
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.
これは以下のようなものです。
✓ チェックポイント: 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.
それ データ drives smarter routing later.
✅ 結果: Nothing sits in a shared inbox with no owner.
💡 プロのヒント: A view shows comment counts, so 2 comments means the customer replied.
How to Use Zendesk Live Chat
ライブチャット lets you answer website visitors in real time before they click away.
以下に、その使用方法をステップごとに説明します。
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.
これは以下のようなものです。
✓ チェックポイント: 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.
✅ 結果: Visitors get answers in seconds instead of waiting a day.
💡 プロのヒント: Every chat transcript becomes a ticket created in your queue automatically.
How to Use Zendesk Messaging & Live Chat
メッセージングとライブチャット lets you keep WhatsApp, Facebook, and in-app threads in one history.
以下に、その使用方法をステップごとに説明します。
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.
これは以下のようなものです。
✓ チェックポイント: 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.
✅ 結果: Customers message you where they already spend time.
💡 プロのヒント: Messaging threads never close, so customers can reply weeks later.
How to Use Zendesk AI & Automation
AI & オートメーション lets you hand repeat questions to AI agents and automated triggers.
以下に、その使用方法をステップごとに説明します。
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.
これは以下のようなものです。
✓ チェックポイント: 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.
✅ 結果: Your queue shrinks while response times drop.
💡 プロのヒント: Check trigger order under settings, since the first match cancels later rules.
How to Use Zendesk Workforce Manager
人材管理 lets you forecast ticket volume and build schedules that match real demand.
以下に、その使用方法をステップごとに説明します。
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.
これは以下のようなものです。
✓ チェックポイント: Each shift shows a staffing number next to predicted volume.
Step 3: Publish the Schedule
Agents see shifts, breaks, and 時間追跡 in their own view.
✅ 結果: Monday mornings stop catching your team short.
💡 プロのヒント: 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.
以下に、その使用方法をステップごとに説明します。
Step 1: Enable the Add-On
The privacy add-on sits under Admin Center 安全.
ステップ2：アクセスポリシーを設定する
Limit ticket access by group, brand, or agent role.
これは以下のようなものです。
✓ チェックポイント: A restricted agent no longer sees the protected ticket.
Step 3: Redact Sensitive Text
Strip card numbers or ID details from a comment permanently.
✅ 結果: Private records stay with the people who need them.
💡 プロのヒント: 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.
以下に、その使用方法をステップごとに説明します。
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.
これは以下のようなものです。
✓ チェックポイント: Your view lists only the tickets that team owns.
Step 3: Define SLA Targets
Set first reply and resolution goals per priority level.
✅ 結果: Agents open one queue instead of hunting through everything.
💡 プロのヒント: Keep tag names short and lowercase, or reporting fills with duplicates.
How to Use Zendesk AI Researcher
AI研究 lets you surface patterns across past tickets so you can fix them.
以下に、その使用方法をステップごとに説明します。
ステップ1：Zendesk Exploreを開く
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.
これは以下のようなものです。
✓ チェックポイント: 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.
✅ 結果: You fix causes instead of answering the same ticket forever.
💡 プロのヒント: Schedule a weekly Explore email so your team sees performance numbers.
Zendesk Proのヒントとショートカット
These habits saved my team the most time and lifted agent productivity.
キーボードショートカット
| アクション | ショートカット |
|---|---|
| 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 |
マック users swap Ctrl for Command.
ほとんどの人が見逃す隠れた機能
- 脇道での会話： 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.
Zendeskでよくある間違いを避ける方法
Mistake #1: Building 40 triggers on day one
❌ 間違い: Writing a rule for every edge case before any real tickets arrive.
✅ 右: Ship five triggers, watch two weeks of incoming tickets, then add more.
Mistake #2: Treating the help center as a launch task
❌ 間違い: Publishing ten articles, then never opening them again.
✅ 右: Review search terms monthly and rewrite articles that still create tickets.
Mistake #3: Ignoring customer expectations on reply time
❌ 間違い: Promising fast answers with no SLA and no staffing plan behind it.
✅ 右: Set SLA targets per priority, then staff against your forecast.
Zendeskのトラブルシューティング
Problem: Emails are not creating tickets
原因： Your forwarding rule or DNS records were never verified.
修理： 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
原因： Two triggers match the same ticket and the earlier one wins.
修理： Reorder your triggers, tighten the conditions, and test with a ticket you create yourself.
Problem: Explore numbers look wrong
原因： Reporting data refreshes on a schedule set by your plan.
修理： Check the refresh timestamp on the dashboard before chasing a stale metric.
📌 注記： これらの方法で問題が解決しない場合は、Zendeskサポートにお問い合わせください。
Zendeskとは何ですか？
ゼンデスク 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.
こちらの簡単な概要をご覧ください。
主な機能は以下のとおりです。
- カスタマーサポート: Pull email, chat, phone, and social media into one workspace
- チケットシステム: 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
- AIと自動化： Hand repeat questions to AI agents and automated triggers
- 人材管理: 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
詳細については、こちらをご覧ください。 Zendeskのレビュー.
Zendeskの価格
Here is what Zendesk costs in 2026:
| プラン | 価格 | 最適な用途 |
|---|---|---|
| サポートチーム | $19/agent/month (billed annually) | Small teams that only need email ticketing |
| スイートチーム | $55/agent/month (billed annually) | Teams adding chat, 声, and social media |
| スイートプロフェッショナル | $115/agent/month (billed annually) | Growing teams that need SLAs and skills routing |
| スイートエンタープライズ | $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.
無料トライアル: はい、14日間、クレジットカードは不要です。
返金保証: No refund policy is published, so use the trial properly.
💰 最もお得な価格: Suite Team adds chat, voice, and social media affordably.
Zendeskと代替製品の比較
How does Zendesk compare to the other help desks people shortlist?
この比較をご覧ください。
| 道具 | 最適な用途 | 価格 | 評価 |
|---|---|---|---|
| ゼンデスク | Multi-channel support at scale | エージェント1人あたり月額19ドル | ⭐ 4.1 |
| フレッシュデスク | Simpler setup and lower cost | エージェント1人あたり月額15ドル | ⭐ 4.4 |
| インターホン | In-app messaging and AI answers | 1席あたり月額29ドル | ⭐ 4.5 |
| スカウトを手伝ってください | Small teams that want a shared inbox | 月額50ドル/ユーザー | ⭐ 4.6 |
| Zohoデスク | Budget teams inside the Zoho stack | $14/agent/mo | ⭐ 4.4 |
おすすめ商品：
- 総合ベスト： Zendesk — deepest reporting and the widest channel coverage
- ベスト予算： Zoho Desk — lowest per agent price for small support teams
- 初心者におすすめ： Help Scout — almost no training needed on day one
- Best for product-led software: Intercom — in-app messaging built into the product
🎯 Zendeskの代替案
Looking for Zendesk alternatives? These are the options worth a trial:
- 🚀 フレッシュデスク: Cheaper per agent with a friendly interface and a free tier.
- 🧠 インターホン: Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
- 👶 ヘルプスカウト: Feels like a shared inbox, so new agents need almost no training.
- 💰 Zoho Desk: Lowest price here, with tight links to Zoho CRM.
全リストについては、こちらをご覧ください。 Zendeskの代替品 ガイド。
⚔️ Zendeskとの比較
Here is how Zendesk holds up head to head:
- Zendesk vs Freshdesk: Freshdesk costs less and sets up faster. Zendesk wins on reporting depth, apps, and enterprise controls.
- Zendesk vs Intercom: Intercom leads on in-product chat. Zendesk leads on classic email ticket management and voice support.
- Zendesk vs Help Scout: Help Scout is easier on day one. Zendesk scales further once you pass a handful of agents.
- Zendesk vs Zoho 机： Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.
今すぐZendeskを使い始めましょう
You now know how to use every major Zendesk feature:
- ✅ カスタマーサポート
- ✅ チケットシステム
- ✅ ライブチャット
- ✅ Messaging & Live Chat
- ✅ AI & Automation
- ✅ 人材管理
- ✅ Advanced Data Privacy & Protection
- ✅ Ticketing Software
- ✅ AI Research
次のステップ： Pick one feature and set it up today.
Most teams start with the ticketing system.
5分もかかりません。
よくある質問
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 は使いやすいですか?
The agent side is easy to learn in a day. Admin setup takes longer, since triggers, views, and 仕事 rules need planning before your team goes live.
Zendeskアプリは何に使われますか？
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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