Làm thế nào để sử dụng Zendesk để đạt được thành công trong dịch vụ khách hàng năm 2026?

Hướng dẫn nhanh

This comprehensive guide covers every Zendesk feature:

• Bắt đầu — Create your Zendesk account and finish basic setup
• Hướng dẫn sử dụng dịch vụ hỗ trợ khách hàng — Handle every channel from a single agent screen
• Hướng dẫn sử dụng hệ thống bán vé — 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
• Cách sử dụng quản lý lực lượng lao động — 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

Thời gian cần thiết: 5 phút cho mỗi phim

Cũng trong hướng dẫn này: Mẹo chuyên nghiệp | Những lỗi thường gặp | Khắc phục sự cố | Chạy | Các lựa chọn thay thế

Tại sao nên tin tưởng hướng dẫn này?

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 việc kinh doanh Hôm nay.

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.

Hướng dẫn sử dụng 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 mạng xã hội into one support queue. Zendesk gives agents shared context, automated routing, and clear reporting. Start a 14-day free trial with no credit card.

THỬ ZENDESK NGAY →

ĐỌC TOÀN BỘ BÀI ĐÁNH GIÁ →

CÁC LỰA CHỌN THAY THẾ CHO ZENDESK →

Hướng dẫn bắt đầu sử dụng Zendesk

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

Quá trình này mất khoảng ba phút.

Step 1: Create Your Zendesk Account

Go to the Zendesk website and click Start Free Trial.

Enter your company name, work email, and subdomain.

✓ Điểm kiểm tra: Kiểm tra hộp thư đến của bạn để tìm email xác nhận.

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.

✓ Điểm kiểm tra: 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

Hỗ trợ khách hàng lets you pull email, chat, phone, and social media into one workspace.

Dưới đây là hướng dẫn sử dụng từng bước.

Bước 1: Kết nối các kênh của bạn

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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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.

Hướng dẫn sử dụng hệ thống quản lý vé Zendesk

Hệ thống bán vé lets you turn every customer request into a tracked ticket with an owner.

Dưới đây là hướng dẫn sử dụng từng bước.

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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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.

Cái đó dữ liệu drives smarter routing later.

How to Use Zendesk Live Chat

Trò chuyện trực tiếp lets you answer website visitors in real time before they click away.

Dưới đây là hướng dẫn sử dụng từng bước.

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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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

Nhắn tin & Trò chuyện trực tiếp lets you keep WhatsApp, Facebook, and in-app threads in one history.

Dưới đây là hướng dẫn sử dụng từng bước.

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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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 & Tự động hoá lets you hand repeat questions to AI agents and automated triggers.

Dưới đây là hướng dẫn sử dụng từng bước.

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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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

Quản lý lực lượng lao động lets you forecast ticket volume and build schedules that match real demand.

Dưới đây là hướng dẫn sử dụng từng bước.

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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: Each shift shows a staffing number next to predicted volume.

Step 3: Publish the Schedule

Agents see shifts, breaks, and theo dõi thời gian 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.

Dưới đây là hướng dẫn sử dụng từng bước.

Step 1: Enable the Add-On

The privacy add-on sits under Admin Center bảo vệ.

Bước 2: Thiết lập chính sách truy cập

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

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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.

Dưới đây là hướng dẫn sử dụng từng bước.

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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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

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

Dưới đây là hướng dẫn sử dụng từng bước.

Bước 1: Mở 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.

Đây là hình ảnh minh họa:

✓ Điểm kiểm tra: 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.

Mẹo và phím tắt chuyên nghiệp của Zendesk

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

Phím tắt

Máy Mac users swap Ctrl for Command.

Những tính năng ẩn mà hầu hết mọi người bỏ lỡ

• Những cuộc trò chuyện bên lề: 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.

Những lỗi thường gặp khi sử dụng Zendesk cần tránh

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

Khắc phục sự cố Zendesk

Problem: Emails are not creating tickets

Gây ra: Your forwarding rule or DNS records were never verified.

Sửa chữa: 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

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

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

Problem: Explore numbers look wrong

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

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

📌 Ghi chú: Nếu không có giải pháp nào trong số này khắc phục được sự cố, hãy liên hệ với bộ phận hỗ trợ của Zendesk.

Zendesk là gì?

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.

Hãy xem đoạn video tổng quan ngắn này:

Nó bao gồm các tính năng chính sau:

• Hỗ trợ khách hàng: Pull email, chat, phone, and social media into one workspace
• Hệ thống bán vé: 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
• Trí tuệ nhân tạo và Tự động hóa: Hand repeat questions to AI agents and automated triggers
• Quản lý nguồn nhân lực: 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

Để biết thông tin chi tiết đầy đủ, vui lòng xem phần sau: Đánh giá Zendesk.

Bảng giá 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.

Dùng thử miễn phí: Vâng — 14 ngày, không cần thẻ tín dụng.

Đảm bảo hoàn tiền: No refund policy is published, so use the trial properly.

💰 Giá trị tốt nhất: Suite Team adds chat, voice, and social media affordably.

So sánh Zendesk với các giải pháp thay thế

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

Hãy xem sự so sánh này:

Lựa chọn nhanh:

• Tốt nhất tổng thể: Zendesk — deepest reporting and the widest channel coverage
• Ngân sách tốt nhất: Zoho Desk — lowest per agent price for small support teams
• Phù hợp nhất cho người mới bắt đầu: Help Scout — almost no training needed on day one
• Best for product-led software: Intercom — in-app messaging built into the product

🎯 Các lựa chọn thay thế cho Zendesk

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

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

Để xem danh sách đầy đủ, vui lòng xem trang của chúng tôi. Các giải pháp thay thế cho Zendesk hướng dẫn.

⚔️ So sánh Zendesk

Here is how Zendesk holds up head to head:

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

Bắt đầu sử dụng Zendesk ngay bây giờ

You now know how to use every major Zendesk feature:

• ✅ Hỗ trợ khách hàng
• ✅ Hệ thống bán vé
• ✅ Trò chuyện trực tiếp
• ✅ Messaging & Live Chat
• ✅ AI & Automation
• ✅ Quản lý nguồn nhân lực
• ✅ Advanced Data Privacy & Protection
• ✅ Ticketing Software
• ✅ AI Research

Bước tiếp theo: Pick one feature and set it up today.

Most teams start with the ticketing system.

Chỉ mất chưa đến năm phút.

Câu hỏi thường gặp

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 có dễ sử dụng không?

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

Ứng dụng Zendesk được dùng để làm gì?

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.