2026년 고객 서비스 성공을 위해 Zendesk를 활용하는 방법은 무엇일까요?

빠른 시작

This comprehensive guide covers every Zendesk feature:

• 시작하기 — Create your Zendesk account and finish basic setup
• 고객 지원 이용 방법 — Handle every channel from a single agent screen
• 티켓팅 시스템 사용 방법 — 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
• 인력 관리 사용 방법 — 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

소요 시간: 각 작품당 5분

이 가이드에는 다음 내용도 포함되어 있습니다. 프로 팁 | 흔히 저지르는 실수 | 문제 해결 | 가격 | 대안

이 가이드를 신뢰해야 하는 이유

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 사업 오늘.

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.

젠데스크 튜토리얼

This How to Use Zendesk tutorial walks through setup and every major feature.

It also covers the settings that quietly shape your ticket workflow.

젠데스크

Bring email, chat, phone, and 소셜 미디어 into one support queue. Zendesk gives agents shared context, automated routing, and clear reporting. Start a 14-day free trial with no credit card.

지금 바로 젠데스크를 사용해 보세요 →

전체 리뷰 읽기 →

젠데스크 대안 →

Zendesk 시작하기

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

약 3분 정도 걸립니다.

Step 1: Create Your Zendesk Account

Go to the Zendesk website and click Start Free Trial.

Enter your company name, work email, and subdomain.

✓ 검문소: 받은 편지함에서 인증 이메일을 확인하세요.

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.

✓ 검문소: 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

고객 지원 lets you pull email, chat, phone, and social media into one workspace.

다음은 단계별 사용 방법입니다.

1단계: 채널 연결하기

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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.

젠데스크 티켓팅 시스템 사용 방법

티켓팅 시스템 lets you turn every customer request into a tracked ticket with an owner.

다음은 단계별 사용 방법입니다.

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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.

저것 데이터 drives smarter routing later.

How to Use Zendesk Live Chat

실시간 채팅 lets you answer website visitors in real time before they click away.

다음은 단계별 사용 방법입니다.

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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

메시지 및 실시간 채팅 lets you keep WhatsApp, Facebook, and in-app threads in one history.

다음은 단계별 사용 방법입니다.

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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

AI & 오토메이션 lets you hand repeat questions to AI agents and automated triggers.

다음은 단계별 사용 방법입니다.

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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

인력 관리 lets you forecast ticket volume and build schedules that match real demand.

다음은 단계별 사용 방법입니다.

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: Each shift shows a staffing number next to predicted volume.

Step 3: Publish the Schedule

Agents see shifts, breaks, and 시간 추적 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.

다음은 단계별 사용 방법입니다.

Step 1: Enable the Add-On

The privacy add-on sits under Admin Center 보안.

2단계: 액세스 정책 설정

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

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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.

다음은 단계별 사용 방법입니다.

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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

AI 연구 lets you surface patterns across past tickets so you can fix them.

다음은 단계별 사용 방법입니다.

1단계: Zendesk Explore를 엽니다.

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.

이것이 어떤 모습인지 보여드리겠습니다.

✓ 검문소: 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.

Zendesk 전문가 팁 및 바로가기

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

키보드 단축키

스코틀랜드 사람 users swap Ctrl for Command.

대부분의 사람들이 놓치는 숨겨진 기능들

• 사적인 대화: 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.

젠데스크에서 흔히 저지르는 실수들을 피하는 방법

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

젠데스크 문제 해결

Problem: Emails are not creating tickets

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

고치다: 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

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

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

Problem: Explore numbers look wrong

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

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

📌 메모: 이러한 방법으로도 문제가 해결되지 않으면 Zendesk 지원팀에 문의하십시오.

젠데스크란 무엇인가요?

젠데스크 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.

이 간단한 개요를 시청하세요:

이 제품에는 다음과 같은 주요 기능이 포함되어 있습니다.

• 고객 지원: Pull email, chat, phone, and social media into one workspace
• 티켓팅 시스템: 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
• 인공지능 및 자동화: Hand repeat questions to AI agents and automated triggers
• 인력 관리: 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

자세한 내용은 다음을 참조하세요. 젠데스크 리뷰.

젠데스크 가격

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.

무료 체험: 네, 14일 동안 신용카드 없이 이용 가능합니다.

환불 보장: No refund policy is published, so use the trial properly.

💰 최고의 가성비: Suite Team adds chat, voice, and social media affordably.

젠데스크 vs 대안

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

이 비교 영상을 보세요:

빠른 추천:

• 종합 최고상: Zendesk — deepest reporting and the widest channel coverage
• 최고의 가성비: Zoho Desk — lowest per agent price for small support teams
• 초보자에게 가장 적합: Help Scout — almost no training needed on day one
• Best for product-led software: Intercom — in-app messaging built into the product

🎯 젠데스크 대안

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

• 🚀 프레시데스크: Cheaper per agent with a friendly interface and a free tier.
• 🧠 기내 통화 장치: Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
• 👶 스카우트 돕기: Feels like a shared inbox, so new agents need almost no training.
• 💰 조호 데스크: Lowest price here, with tight links to Zoho CRM.

전체 목록은 다음을 참조하세요. 젠데스크 대안 가이드.

⚔️ 젠데스크 비교

Here is how Zendesk holds up head to head:

• 젠데스크 vs 프레시데스크: Freshdesk costs less and sets up faster. Zendesk wins on reporting depth, apps, and enterprise controls.
• 젠데스크 vs 인터콤: Intercom leads on in-product chat. Zendesk leads on classic email ticket management and voice support.
• Zendesk와 Help Scout 비교: Help Scout is easier on day one. Zendesk scales further once you pass a handful of agents.
• 젠데스크 vs 조호 책상: Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.

지금 바로 Zendesk를 사용해 보세요

You now know how to use every major Zendesk feature:

• ✅ 고객 지원
• ✅ 티켓팅 시스템
• ✅ 실시간 채팅
• ✅ Messaging & Live Chat
• ✅ AI & Automation
• ✅ 인력 관리
• ✅ Advanced Data Privacy & Protection
• ✅ Ticketing Software
• ✅ AI Research

다음 단계: Pick one feature and set it up today.

Most teams start with the ticketing system.

5분도 채 걸리지 않습니다.

자주 묻는 질문

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.

젠데스크는 사용하기 쉬운가요?

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

Zendesk 앱은 무엇에 사용되나요?

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.