Snelstart
This comprehensive guide covers every Zendesk feature:
- Aan de slag — Create your Zendesk account and finish basic setup
- Hoe gebruik je de klantenservice? — Handle every channel from a single agent screen
- Hoe gebruik je een ticketsysteem? — 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
- Hoe gebruik je personeelsmanagement? — 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
Benodigde tijd: 5 minuten per film
Ook in deze handleiding: Professionele tips | Veelgemaakte fouten | Probleemoplossing | Prijzen | Alternatieven
Waarom zou je deze gids vertrouwen?
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 bedrijf Vandaag.
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-handleiding
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 sociale 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.
Aan de slag met Zendesk
Finish this one-time setup before you touch any feature.
Het duurt ongeveer drie minuten.
Step 1: Create Your Zendesk Account
Go to the Zendesk website and click Start Free Trial.
Enter your company name, work email, and subdomain.
✓ Controlepunt: Controleer je inbox voor de verificatiemail.
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.
✓ Controlepunt: 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.
✅ Klaar: Je bent klaar om een van de onderstaande functies te gebruiken.
How to Use Zendesk Customer Supporter
Klantenservice lets you pull email, chat, phone, and social media into one workspace.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
Stap 1: Verbind je kanalen
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.
Zo ziet het eruit:
✓ Controlepunt: 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.
✅ Resultaat: Your team answers every request from one screen.
💡 Pro-tip: Turn on side conversations so agents interact with experts inside the ticket.
Hoe gebruik je het Zendesk-ticketsysteem?
Ticketsysteem lets you turn every customer request into a tracked ticket with an owner.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
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.
Zo ziet het eruit:
✓ Controlepunt: 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.
Dat gegevens drives smarter routing later.
✅ Resultaat: Nothing sits in a shared inbox with no owner.
💡 Pro-tip: A view shows comment counts, so 2 comments means the customer replied.
How to Use Zendesk Live Chat
Live chat lets you answer website visitors in real time before they click away.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
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.
Zo ziet het eruit:
✓ Controlepunt: 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.
✅ Resultaat: Visitors get answers in seconds instead of waiting a day.
💡 Pro-tip: Every chat transcript becomes a ticket created in your queue automatically.
How to Use Zendesk Messaging & Live Chat
Berichten versturen en live chatten lets you keep WhatsApp, Facebook, and in-app threads in one history.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
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.
Zo ziet het eruit:
✓ Controlepunt: 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.
✅ Resultaat: Customers message you where they already spend time.
💡 Pro-tip: Messaging threads never close, so customers can reply weeks later.
How to Use Zendesk AI & Automation
AI & Automatisering lets you hand repeat questions to AI agents and automated triggers.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
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.
Zo ziet het eruit:
✓ Controlepunt: 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.
✅ Resultaat: Your queue shrinks while response times drop.
💡 Pro-tip: Check trigger order under settings, since the first match cancels later rules.
How to Use Zendesk Workforce Manager
Personeelsmanagement lets you forecast ticket volume and build schedules that match real demand.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
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.
Zo ziet het eruit:
✓ Controlepunt: Each shift shows a staffing number next to predicted volume.
Step 3: Publish the Schedule
Agents see shifts, breaks, and tijdregistratie in their own view.
✅ Resultaat: Monday mornings stop catching your team short.
💡 Pro-tip: 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.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
Step 1: Enable the Add-On
The privacy add-on sits under Admin Center beveiliging.
Stap 2: Stel toegangsbeleid in
Limit ticket access by group, brand, or agent role.
Zo ziet het eruit:
✓ Controlepunt: A restricted agent no longer sees the protected ticket.
Step 3: Redact Sensitive Text
Strip card numbers or ID details from a comment permanently.
✅ Resultaat: Private records stay with the people who need them.
💡 Pro-tip: 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.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
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.
Zo ziet het eruit:
✓ Controlepunt: Your view lists only the tickets that team owns.
Step 3: Define SLA Targets
Set first reply and resolution goals per priority level.
✅ Resultaat: Agents open one queue instead of hunting through everything.
💡 Pro-tip: Keep tag names short and lowercase, or reporting fills with duplicates.
How to Use Zendesk AI Researcher
AI-onderzoek lets you surface patterns across past tickets so you can fix them.
Hieronder leggen we stap voor stap uit hoe je het gebruikt.
Stap 1: Open 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.
Zo ziet het eruit:
✓ Controlepunt: 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.
✅ Resultaat: You fix causes instead of answering the same ticket forever.
💡 Pro-tip: Schedule a weekly Explore email so your team sees performance numbers.
Zendesk Pro-tips en -sneltoetsen
These habits saved my team the most time and lifted agent productivity.
Toetsenbord sneltoetsen
| Actie | Snelkoppeling |
|---|---|
| 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.
Verborgen functies die de meeste mensen over het hoofd zien
- Terzijdegesprekken: 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.
Veelvoorkomende fouten in Zendesk die je moet vermijden
Mistake #1: Building 40 triggers on day one
❌ Fout: Writing a rule for every edge case before any real tickets arrive.
✅ Rechts: Ship five triggers, watch two weeks of incoming tickets, then add more.
Mistake #2: Treating the help center as a launch task
❌ Fout: Publishing ten articles, then never opening them again.
✅ Rechts: Review search terms monthly and rewrite articles that still create tickets.
Mistake #3: Ignoring customer expectations on reply time
❌ Fout: Promising fast answers with no SLA and no staffing plan behind it.
✅ Rechts: Set SLA targets per priority, then staff against your forecast.
Zendesk-probleemoplossing
Problem: Emails are not creating tickets
Oorzaak: Your forwarding rule or DNS records were never verified.
Repareren: 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
Oorzaak: Two triggers match the same ticket and the earlier one wins.
Repareren: Reorder your triggers, tighten the conditions, and test with a ticket you create yourself.
Problem: Explore numbers look wrong
Oorzaak: Reporting data refreshes on a schedule set by your plan.
Repareren: Check the refresh timestamp on the dashboard before chasing a stale metric.
📌 Opmerking: Als geen van deze oplossingen uw probleem verhelpt, neem dan contact op met de Zendesk-ondersteuning.
Wat is 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.
Bekijk dit korte overzicht:
Het omvat de volgende belangrijke kenmerken:
- Klantenservice: Pull email, chat, phone, and social media into one workspace
- Ticketsysteem: 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 & Automatisering: Hand repeat questions to AI agents and automated triggers
- Personeelsbeheer: 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
Voor een volledig overzicht, zie onze Zendesk review.
Zendesk-prijzen
Here is what Zendesk costs in 2026:
| Plan | Prijs | Het beste voor |
|---|---|---|
| Ondersteuningsteam | $19/agent/month (billed annually) | Small teams that only need email ticketing |
| Suite Team | $55/agent/month (billed annually) | Teams adding chat, stem, and social media |
| Suite Professional | $115/agent/month (billed annually) | Growing teams that need SLAs and skills routing |
| Suite Enterprise | $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.
Gratis proefperiode: Ja, 14 dagen, geen creditcard nodig.
Geld-terug-garantie: No refund policy is published, so use the trial properly.
💰 Beste prijs-kwaliteitverhouding: Suite Team adds chat, voice, and social media affordably.
Zendesk versus alternatieven
How does Zendesk compare to the other help desks people shortlist?
Bekijk deze vergelijking:
| Hulpmiddel | Het beste voor | Prijs | Beoordeling |
|---|---|---|---|
| Zendesk | Multi-channel support at scale | $19 per agent per maand | ⭐ 4.1 |
| Freshdesk | Simpler setup and lower cost | $15 per agent per maand | ⭐ 4.4 |
| Intercom | In-app messaging and AI answers | $29 per stoel per maand | ⭐ 4,5 |
| Help Scout | Small teams that want a shared inbox | $50 per gebruiker per maand | ⭐ 4.6 |
| Zoho-desk | Budget teams inside the Zoho stack | $14/agent/mo | ⭐ 4.4 |
Snelle keuzes:
- Beste overall: Zendesk — deepest reporting and the widest channel coverage
- Beste budget: Zoho Desk — lowest per agent price for small support teams
- Het meest geschikt voor beginners: Help Scout — almost no training needed on day one
- Best for product-led software: Intercom — in-app messaging built into the product
🎯 Alternatieven voor Zendesk
Looking for Zendesk alternatives? These are the options worth a trial:
- 🚀 Freshdesk: Cheaper per agent with a friendly interface and a free tier.
- 🧠 Intercom: Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
- 👶 Help Scout: Feels like a shared inbox, so new agents need almost no training.
- 💰 Zoho Desk: Lowest price here, with tight links to Zoho CRM.
Voor de volledige lijst, zie onze Alternatieven voor Zendesk gids.
⚔️ Zendesk vergeleken
Here is how Zendesk holds up head to head:
- Zendesk versus Freshdesk: Freshdesk costs less and sets up faster. Zendesk wins on reporting depth, apps, and enterprise controls.
- Zendesk versus Intercom: Intercom leads on in-product chat. Zendesk leads on classic email ticket management and voice support.
- Zendesk versus Help Scout: Help Scout is easier on day one. Zendesk scales further once you pass a handful of agents.
- Zendesk versus Zoho Bureau: Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.
Begin nu met het gebruik van Zendesk.
You now know how to use every major Zendesk feature:
- ✅ Klantenservice
- ✅ Ticketsysteem
- ✅ Live chat
- ✅ Messaging & Live Chat
- ✅ AI & Automation
- ✅ Personeelsmanagement
- ✅ Advanced Data Privacy & Protection
- ✅ Ticketing Software
- ✅ AI Research
Volgende stap: Pick one feature and set it up today.
Most teams start with the ticketing system.
Het duurt minder dan vijf minuten.
Veelgestelde vragen
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.
Is Zendesk gebruiksvriendelijk?
The agent side is easy to learn in a day. Admin setup takes longer, since triggers, views, and bedrijf rules need planning before your team goes live.
Waarvoor wordt de Zendesk-app gebruikt?
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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