快速入门
This comprehensive guide covers every Zendesk feature:
- 入门 — Create your Zendesk account and finish basic setup
- 如何使用客户支持 — Handle every channel from a single agent screen
- 如何使用票务系统 — 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
- 如何使用劳动力管理 — 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
所需时间： 每部影片 5 分钟
本指南还包含以下内容： 专业提示 | 常见错误 | 故障排除 | 定价 | 替代方案
为什么信任本指南
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 商业 今天。
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教程
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 社交媒体 into one support queue. Zendesk gives agents shared context, automated routing, and clear reporting. Start a 14-day free trial with no credit card.
Zendesk入门指南
Finish this one-time setup before you touch any feature.
大约需要三分钟。
Step 1: Create Your Zendesk Account
Go to the Zendesk website and click Start Free Trial.
Enter your company name, work email, and subdomain.
✓ 检查点： 请查看您的收件箱，确认收到验证邮件。
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.
✓ 检查点： 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.
✅ 完成： 您已准备好使用以下任何功能。
How to Use Zendesk Customer Supporter
客户支持 lets you pull email, chat, phone, and social media into one workspace.
以下是使用步骤详解。
第一步：连接您的频道
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Your team answers every request from one screen.
💡 专业提示： Turn on side conversations so agents interact with experts inside the ticket.
如何使用 Zendesk 工单系统
票务系统 lets you turn every customer request into a tracked ticket with an owner.
以下是使用步骤详解。
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.
这就是它的样子：
✓ 检查点： 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.
那 数据 drives smarter routing later.
✅ 结果： Nothing sits in a shared inbox with no owner.
💡 专业提示： A view shows comment counts, so 2 comments means the customer replied.
How to Use Zendesk Live Chat
在线聊天 lets you answer website visitors in real time before they click away.
以下是使用步骤详解。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Visitors get answers in seconds instead of waiting a day.
💡 专业提示： Every chat transcript becomes a ticket created in your queue automatically.
How to Use Zendesk Messaging & Live Chat
消息和在线聊天 lets you keep WhatsApp, Facebook, and in-app threads in one history.
以下是使用步骤详解。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Customers message you where they already spend time.
💡 专业提示： Messaging threads never close, so customers can reply weeks later.
How to Use Zendesk AI & Automation
人工智能 自动化 lets you hand repeat questions to AI agents and automated triggers.
以下是使用步骤详解。
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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： Your queue shrinks while response times drop.
💡 专业提示： Check trigger order under settings, since the first match cancels later rules.
How to Use Zendesk Workforce Manager
劳动力管理 lets you forecast ticket volume and build schedules that match real demand.
以下是使用步骤详解。
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.
这就是它的样子：
✓ 检查点： Each shift shows a staffing number next to predicted volume.
Step 3: Publish the Schedule
Agents see shifts, breaks, and 时间跟踪 in their own view.
✅ 结果： Monday mornings stop catching your team short.
💡 专业提示： 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.
以下是使用步骤详解。
Step 1: Enable the Add-On
The privacy add-on sits under Admin Center 安全.
步骤 2：设置访问策略
Limit ticket access by group, brand, or agent role.
这就是它的样子：
✓ 检查点： A restricted agent no longer sees the protected ticket.
Step 3: Redact Sensitive Text
Strip card numbers or ID details from a comment permanently.
✅ 结果： Private records stay with the people who need them.
💡 专业提示： 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.
以下是使用步骤详解。
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.
这就是它的样子：
✓ 检查点： Your view lists only the tickets that team owns.
Step 3: Define SLA Targets
Set first reply and resolution goals per priority level.
✅ 结果： Agents open one queue instead of hunting through everything.
💡 专业提示： Keep tag names short and lowercase, or reporting fills with duplicates.
How to Use Zendesk AI Researcher
人工智能研究 lets you surface patterns across past tickets so you can fix them.
以下是使用步骤详解。
步骤 1：打开 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.
这就是它的样子：
✓ 检查点： 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.
✅ 结果： You fix causes instead of answering the same ticket forever.
💡 专业提示： Schedule a weekly Explore email so your team sees performance numbers.
Zendesk 专业技巧和快捷键
These habits saved my team the most time and lifted agent productivity.
键盘快捷键
| 行动 | 捷径 |
|---|---|
| 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 |
苹果 users swap Ctrl for Command.
大多数人错过的隐藏功能
- 旁白： 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常见错误及避免方法
Mistake #1: Building 40 triggers on day one
❌ 错误： Writing a rule for every edge case before any real tickets arrive.
✅ 右图： Ship five triggers, watch two weeks of incoming tickets, then add more.
Mistake #2: Treating the help center as a launch task
❌ 错误： Publishing ten articles, then never opening them again.
✅ 右图： Review search terms monthly and rewrite articles that still create tickets.
Mistake #3: Ignoring customer expectations on reply time
❌ 错误： Promising fast answers with no SLA and no staffing plan behind it.
✅ 右图： Set SLA targets per priority, then staff against your forecast.
Zendesk故障排除
Problem: Emails are not creating tickets
原因： Your forwarding rule or DNS records were never verified.
使固定： 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
原因： Two triggers match the same ticket and the earlier one wins.
使固定： Reorder your triggers, tighten the conditions, and test with a ticket you create yourself.
Problem: Explore numbers look wrong
原因： Reporting data refreshes on a schedule set by your plan.
使固定： Check the refresh timestamp on the dashboard before chasing a stale metric.
📌 笔记： 如果以上方法均无法解决您的问题，请联系 Zendesk 支持。
Zendesk是什么？
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.
观看这段快速概览：
它包含以下主要特点：
- 客户支持： Pull email, chat, phone, and social media into one workspace
- 票务系统： 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
- 人工智能与自动化： Hand repeat questions to AI agents and automated triggers
- 劳动力管理： 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
如需详细分析，请参阅我们的 Zendesk评测.
Zendesk定价
Here is what Zendesk costs in 2026:
| 计划 | 价格 | 最适合 |
|---|---|---|
| 支持团队 | $19/agent/month (billed annually) | Small teams that only need email ticketing |
| 套房团队 | $55/agent/month (billed annually) | Teams adding chat, 嗓音, and social media |
| 套件专业版 | $115/agent/month (billed annually) | Growing teams that need SLAs and skills routing |
| 企业套件 | $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.
免费试用： 是的——14天，无需信用卡。
退款保证： No refund policy is published, so use the trial properly.
💰 性价比最高： Suite Team adds chat, voice, and social media affordably.
Zendesk 与其他替代方案的比较
How does Zendesk compare to the other help desks people shortlist?
观看这段对比视频：
| 工具 | 最适合 | 价格 | 等级 |
|---|---|---|---|
| Zendesk | Multi-channel support at scale | 每位代理人每月 19 美元 | ⭐ 4.1 |
| Freshdesk | Simpler setup and lower cost | 每位代理人每月 15 美元 | ⭐ 4.4 |
| 对讲机 | In-app messaging and AI answers | 每座每月 29 美元 | ⭐ 4.5 |
| 帮助侦察兵 | Small teams that want a shared inbox | 每用户每月 50 美元 | ⭐ 4.6 |
| Zoho Desk | Budget teams inside the Zoho stack | $14/agent/mo | ⭐ 4.4 |
快速精选：
- 综合最佳： Zendesk — deepest reporting and the widest channel coverage
- 最佳预算： Zoho Desk — lowest per agent price for small support teams
- 最适合初学者： Help Scout — almost no training needed on day one
- Best for product-led software: Intercom — in-app messaging built into the product
🎯 Zendesk 的替代方案
Looking for Zendesk alternatives? These are the options worth a trial:
- 🚀 Freshdesk： Cheaper per agent with a friendly interface and a free tier.
- 🧠 对讲机： Strong in-app messaging and an aggressive AI agent, built for product-led software companies.
- 👶 帮助侦察兵： Feels like a shared inbox, so new agents need almost no training.
- 💰 Zoho Desk： Lowest price here, with tight links to Zoho 客户关系管理.
完整列表请参见我们的 Zendesk的替代方案 指导。
⚔️ Zendesk 对比
Here is how Zendesk holds up head to head:
- Zendesk 与 Freshdesk 对比： Freshdesk costs less and sets up faster. Zendesk wins on reporting depth, apps, and enterprise controls.
- Zendesk 对比 Intercom： Intercom leads on in-product chat. Zendesk leads on classic email ticket management and voice support.
- Zendesk 对比 Help Scout： Help Scout is easier on day one. Zendesk scales further once you pass a handful of agents.
- Zendesk 与 Zoho 的比较 桌子： Zoho Desk is the budget pick. Zendesk offers better third party tools and a deeper marketplace.
立即开始使用 Zendesk
You now know how to use every major Zendesk feature:
- ✅ 客户支持
- ✅ 票务系统
- ✅ 在线聊天
- ✅ Messaging & Live Chat
- ✅ AI & Automation
- ✅ 劳动力管理
- ✅ Advanced Data Privacy & Protection
- ✅ Ticketing Software
- ✅ AI Research
下一步： Pick one feature and set it up today.
Most teams start with the ticketing system.
只需不到五分钟。
常见问题解答
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 容易使用吗？
The agent side is easy to learn in a day. Admin setup takes longer, since triggers, views, and 商业 rules need planning before your team goes live.
Zendesk应用程序是用来做什么的？
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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