Como usar o Zendesk para obter sucesso no atendimento ao cliente em 2026?

Início rápido

This comprehensive guide covers every Zendesk feature:

• Começando — Create your Zendesk account and finish basic setup
• Como usar o suporte ao cliente — Handle every channel from a single agent screen
• Como usar o sistema de bilhetes — 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
• Como usar o gerenciamento de força de trabalho — 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 necessário: 5 minutos por filme

Neste guia também: Dicas profissionais | Erros comuns | Solução de problemas | Preços | Alternativas

Por que confiar neste guia?

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 negócios hoje.

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.

Tutorial do 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 mídias sociais 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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Primeiros passos com o Zendesk

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

Leva cerca de três minutos.

Step 1: Create Your Zendesk Account

Go to the Zendesk website and click Start Free Trial.

Enter your company name, work email, and subdomain.

✓ Ponto de verificação: Verifique sua caixa de entrada para encontrar o e-mail de verificação.

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.

✓ Ponto de verificação: 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

Suporte ao Cliente lets you pull email, chat, phone, and social media into one workspace.

Veja aqui como usá-lo passo a passo.

Passo 1: Conecte seus canais

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.

Eis como isso se parece:

✓ Ponto de verificação: 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.

Como usar o sistema de tickets do Zendesk

Sistema de emissão de bilhetes lets you turn every customer request into a tracked ticket with an owner.

Veja aqui como usá-lo passo a 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.

Eis como isso se parece:

✓ Ponto de verificação: 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 dados drives smarter routing later.

How to Use Zendesk Live Chat

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

Veja aqui como usá-lo passo a 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.

Eis como isso se parece:

✓ Ponto de verificação: 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

Mensagens e bate-papo ao vivo lets you keep WhatsApp, Facebook, and in-app threads in one history.

Veja aqui como usá-lo passo a 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.

Eis como isso se parece:

✓ Ponto de verificação: 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

IA e Automação lets you hand repeat questions to AI agents and automated triggers.

Veja aqui como usá-lo passo a 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.

Eis como isso se parece:

✓ Ponto de verificação: 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

Gestão da Força de Trabalho lets you forecast ticket volume and build schedules that match real demand.

Veja aqui como usá-lo passo a 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.

Eis como isso se parece:

✓ Ponto de verificação: Each shift shows a staffing number next to predicted volume.

Step 3: Publish the Schedule

Agents see shifts, breaks, and controle de 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.

Veja aqui como usá-lo passo a passo.

Step 1: Enable the Add-On

The privacy add-on sits under Admin Center segurança.

Etapa 2: Definir políticas de acesso

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

Eis como isso se parece:

✓ Ponto de verificação: 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.

Veja aqui como usá-lo passo a 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.

Eis como isso se parece:

✓ Ponto de verificação: 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

Pesquisa em IA lets you surface patterns across past tickets so you can fix them.

Veja aqui como usá-lo passo a passo.

Passo 1: Abra o 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.

Eis como isso se parece:

✓ Ponto de verificação: 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.

Dicas e Atalhos do Zendesk Pro

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

Atalhos de teclado

Mac users swap Ctrl for Command.

Características ocultas que a maioria das pessoas não percebe

• Conversas paralelas: 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.

Erros comuns a evitar no Zendesk

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

Solução de problemas do Zendesk

Problem: Emails are not creating tickets

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

Consertar: 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.

Consertar: 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.

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

📌 Observação: Se nenhuma dessas soluções resolver o seu problema, entre em contato com o suporte do Zendesk.

O que é o 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.

Veja esta breve visão geral:

Inclui estas características principais:

• Suporte ao cliente: Pull email, chat, phone, and social media into one workspace
• Sistema de emissão de bilhetes: 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
• Inteligência Artificial e Automação: Hand repeat questions to AI agents and automated triggers
• Gestão da força de trabalho: 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

Para obter uma análise completa, consulte nosso Avaliação do Zendesk.

Preços do 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.

Teste grátis: Sim — 14 dias, sem necessidade de cartão de crédito.

Garantia de reembolso: No refund policy is published, so use the trial properly.

💰 Melhor custo-benefício: Suite Team adds chat, voice, and social media affordably.

Zendesk vs. Alternativas

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

Veja esta comparação:

Escolhas rápidas:

• Melhor no geral: Zendesk — deepest reporting and the widest channel coverage
• Melhor orçamento: Zoho Desk — lowest per agent price for small support teams
• Ideal para iniciantes: Help Scout — almost no training needed on day one
• Best for product-led software: Intercom — in-app messaging built into the product

🎯 Alternativas ao Zendesk

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

• 🚀 Freshdesk: Cheaper per agent with a friendly interface and a free tier.
• 🧠 Interfone: Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
• 👶 Ajude o Scout: Feels like a shared inbox, so new agents need almost no training.
• 💰 Zoho Desk: Lowest price here, with tight links to Zoho CRM.

Para ver a lista completa, consulte nosso Alternativas ao Zendesk guia.

⚔️ Zendesk Comparado

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 Mesa: Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.

Comece a usar o Zendesk agora mesmo

You now know how to use every major Zendesk feature:

• ✅ Suporte ao Cliente
• ✅ Sistema de emissão de bilhetes
• ✅ Chat ao vivo
• ✅ Messaging & Live Chat
• ✅ AI & Automation
• ✅ Gestão de Força de Trabalho
• ✅ Advanced Data Privacy & Protection
• ✅ Ticketing Software
• ✅ AI Research

Próximo passo: Pick one feature and set it up today.

Most teams start with the ticketing system.

Leva menos de cinco minutos.

Perguntas frequentes

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.

O Zendesk é fácil de usar?

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

Para que serve o aplicativo 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.