Быстрый старт
This comprehensive guide covers every Zendesk feature:
- Начиная — Create your Zendesk account and finish basic setup
- Как пользоваться службой поддержки клиентов — Handle every channel from a single agent screen
- Как пользоваться системой продажи билетов — 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
- Как использовать систему управления персоналом — 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
Необходимое время: 5 минут на каждый фильм
Также в этом руководстве: Полезные советы | Распространенные ошибки | Поиск неисправностей | Цены | Альтернативы
Почему стоит доверять этому руководству?
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 бизнес сегодня.
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.
Учебное пособие по 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 социальные сети into one support queue. Zendesk gives agents shared context, automated routing, and clear reporting. Start a 14-day free trial with no credit card.
Начало работы с Zendesk
Finish this one-time setup before you touch any feature.
Это займет около трех минут.
Step 1: Create Your Zendesk Account
Go to the Zendesk website and click Start Free Trial.
Enter your company name, work email, and subdomain.
✓ Контрольная точка: Проверьте свою почту на наличие письма с подтверждением.
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.
✓ Контрольная точка: 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.
✅ Готово: Вы готовы использовать любую из перечисленных ниже функций.
How to Use Zendesk Customer Supporter
Служба поддержки клиентов lets you pull email, chat, phone, and social media into one workspace.
Вот пошаговая инструкция по его использованию.
Шаг 1: Подключите свои каналы
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.
Вот как это выглядит:
✓ Контрольная точка: 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.
✅ Результат: Your team answers every request from one screen.
💡 Полезный совет: Turn on side conversations so agents interact with experts inside the ticket.
Как использовать систему обработки заявок Zendesk
Система продажи билетов lets you turn every customer request into a tracked ticket with an owner.
Вот пошаговая инструкция по его использованию.
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.
Вот как это выглядит:
✓ Контрольная точка: 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.
Что данные drives smarter routing later.
✅ Результат: Nothing sits in a shared inbox with no owner.
💡 Полезный совет: A view shows comment counts, so 2 comments means the customer replied.
How to Use Zendesk Live Chat
Онлайн-чат lets you answer website visitors in real time before they click away.
Вот пошаговая инструкция по его использованию.
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.
Вот как это выглядит:
✓ Контрольная точка: 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.
✅ Результат: Visitors get answers in seconds instead of waiting a day.
💡 Полезный совет: Every chat transcript becomes a ticket created in your queue automatically.
How to Use Zendesk Messaging & Live Chat
Обмен сообщениями и онлайн-чат lets you keep WhatsApp, Facebook, and in-app threads in one history.
Вот пошаговая инструкция по его использованию.
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.
Вот как это выглядит:
✓ Контрольная точка: 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.
✅ Результат: Customers message you where they already spend time.
💡 Полезный совет: Messaging threads never close, so customers can reply weeks later.
How to Use Zendesk AI & Automation
ИИ Автоматизация lets you hand repeat questions to AI agents and automated triggers.
Вот пошаговая инструкция по его использованию.
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.
Вот как это выглядит:
✓ Контрольная точка: 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.
✅ Результат: Your queue shrinks while response times drop.
💡 Полезный совет: Check trigger order under settings, since the first match cancels later rules.
How to Use Zendesk Workforce Manager
Управление персоналом lets you forecast ticket volume and build schedules that match real demand.
Вот пошаговая инструкция по его использованию.
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.
Вот как это выглядит:
✓ Контрольная точка: Each shift shows a staffing number next to predicted volume.
Step 3: Publish the Schedule
Agents see shifts, breaks, and отслеживание времени in their own view.
✅ Результат: Monday mornings stop catching your team short.
💡 Полезный совет: 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.
Вот пошаговая инструкция по его использованию.
Step 1: Enable the Add-On
The privacy add-on sits under Admin Center безопасность.
Шаг 2: Настройка политик доступа
Limit ticket access by group, brand, or agent role.
Вот как это выглядит:
✓ Контрольная точка: A restricted agent no longer sees the protected ticket.
Step 3: Redact Sensitive Text
Strip card numbers or ID details from a comment permanently.
✅ Результат: Private records stay with the people who need them.
💡 Полезный совет: 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.
Вот пошаговая инструкция по его использованию.
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.
Вот как это выглядит:
✓ Контрольная точка: Your view lists only the tickets that team owns.
Step 3: Define SLA Targets
Set first reply and resolution goals per priority level.
✅ Результат: Agents open one queue instead of hunting through everything.
💡 Полезный совет: Keep tag names short and lowercase, or reporting fills with duplicates.
How to Use Zendesk AI Researcher
Исследования в области искусственного интеллекта lets you surface patterns across past tickets so you can fix them.
Вот пошаговая инструкция по его использованию.
Шаг 1: Откройте 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.
Вот как это выглядит:
✓ Контрольная точка: 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.
✅ Результат: You fix causes instead of answering the same ticket forever.
💡 Полезный совет: Schedule a weekly Explore email so your team sees performance numbers.
Советы и сочетания клавиш для Zendesk Pro
These habits saved my team the most time and lifted agent productivity.
Клавиатурные сочетания
| Действие | Быстрый доступ |
|---|---|
| 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 |
Мак users swap Ctrl for Command.
Скрытые функции, которые большинство людей упускают из виду.
- Разговоры на отвлеченные темы: 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: распространенные ошибки, которых следует избегать.
Mistake #1: Building 40 triggers on day one
❌ Неправильно: Writing a rule for every edge case before any real tickets arrive.
✅ Справа: Ship five triggers, watch two weeks of incoming tickets, then add more.
Mistake #2: Treating the help center as a launch task
❌ Неправильно: Publishing ten articles, then never opening them again.
✅ Справа: Review search terms monthly and rewrite articles that still create tickets.
Mistake #3: Ignoring customer expectations on reply time
❌ Неправильно: Promising fast answers with no SLA and no staffing plan behind it.
✅ Справа: Set SLA targets per priority, then staff against your forecast.
Устранение неполадок Zendesk
Problem: Emails are not creating tickets
Причина: Your forwarding rule or DNS records were never verified.
Исправить: 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
Причина: Two triggers match the same ticket and the earlier one wins.
Исправить: Reorder your triggers, tighten the conditions, and test with a ticket you create yourself.
Problem: Explore numbers look wrong
Причина: Reporting data refreshes on a schedule set by your plan.
Исправить: Check the refresh timestamp on the dashboard before chasing a stale metric.
📌 Примечание: Если ни один из этих способов не решит вашу проблему, обратитесь в службу поддержки Zendesk.
Что такое 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.
Посмотрите этот краткий обзор:
В его состав входят следующие ключевые особенности:
- Служба поддержки клиентов: Pull email, chat, phone, and social media into one workspace
- Система продажи билетов: 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
- Искусственный интеллект и автоматизация: Hand repeat questions to AI agents and automated triggers
- Управление персоналом: 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
Для получения более подробной информации см. наш Обзор Zendesk.
Цены Zendesk
Here is what Zendesk costs in 2026:
| План | Цена | Лучше всего подходит для |
|---|---|---|
| Команда поддержки | $19/agent/month (billed annually) | Small teams that only need email ticketing |
| Команда Suite | $55/agent/month (billed annually) | Teams adding chat, голос, 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.
Бесплатная пробная версия: Да — 14 дней, кредитная карта не требуется.
Гарантия возврата денег: No refund policy is published, so use the trial properly.
💰 Лучшее соотношение цены и качества: Suite Team adds chat, voice, and social media affordably.
Zendesk против альтернатив
How does Zendesk compare to the other help desks people shortlist?
Посмотрите это сравнение:
| Инструмент | Лучше всего подходит для | Цена | Рейтинг |
|---|---|---|---|
| Zendesk | Multi-channel support at scale | 19 долларов в месяц с агента | ⭐ 4.1 |
| Freshdesk | Simpler setup and lower cost | 15 долларов в месяц с агента | ⭐ 4.4 |
| Домофон | In-app messaging and AI answers | 29 долларов за место в месяц | ⭐ 4.5 |
| Помогите скауту | Small teams that want a shared inbox | 50 долларов США/пользователь/мес. | ⭐ 4.6 |
| Zoho Desk | Budget teams inside the Zoho stack | $14/agent/mo | ⭐ 4.4 |
Краткий выбор:
- Лучший вариант в целом: Zendesk — deepest reporting and the widest channel coverage
- Оптимальный бюджет: Zoho Desk — lowest per agent price for small support teams
- Лучший вариант для начинающих: Help Scout — almost no training needed on day one
- Best for product-led software: Intercom — in-app messaging built into the product
🎯 Альтернативы Zendesk
Looking for Zendesk alternatives? These are the options worth a trial:
- 🚀 Freshdesk: Cheaper per agent with a friendly interface and a free tier.
- 🧠 Домофон: Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
- 👶 Помогите скауту: Feels like a shared inbox, so new agents need almost no training.
- 💰 Zoho Desk: Lowest price here, with tight links to Zoho CRM.
Полный список смотрите в нашем Альтернативы Zendesk гид.
⚔️ Сравнение Zendesk
Here is how Zendesk holds up head to head:
- Zendesk против Freshdesk: Freshdesk costs less and sets up faster. Zendesk wins on reporting depth, apps, and enterprise controls.
- Zendesk против Intercom: Intercom leads on in-product chat. Zendesk leads on classic email ticket management and voice support.
- Zendesk против Help Scout: Help Scout is easier on day one. Zendesk scales further once you pass a handful of agents.
- Zendesk против Zoho Рабочий стол: Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.
Начните использовать Zendesk прямо сейчас!
You now know how to use every major Zendesk feature:
- ✅ Поддержка клиентов
- ✅ Система продажи билетов
- ✅ Онлайн-чат
- ✅ Messaging & Live Chat
- ✅ AI & Automation
- ✅ Управление персоналом
- ✅ Advanced Data Privacy & Protection
- ✅ Ticketing Software
- ✅ AI Research
Следующий шаг: Pick one feature and set it up today.
Most teams start with the ticketing system.
Это займет меньше пяти минут.
Часто задаваемые вопросы
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.
Насколько легко использовать Zendesk?
The agent side is easy to learn in a day. Admin setup takes longer, since triggers, views, and бизнес rules need planning before your team goes live.
Для чего используется приложение 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.
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