1. What are User Events and why use them?
Zendesk describes the events as follows :
An event is a record of activity in a system, such as Zendesk, Slack, or Mailchimp. Typically, an event is recorded when a user or the system takes an action. Examples of events include:
- Creating a ticket in Zendesk Support
- Posting a message in a Slack channel
- Subscribing to a list in Mailchimp
By sending and receiving event data, a system can know when certain actions have occurred in the other system. Developers often use events in one system to trigger actions in another system.
To put it simply, if you want to understand the customers' journey, you don't want to open all tickets and read through them. By displaying key moments in their journey, any agent can easily understand the client's history and the actions that have been taken to assist him/her.
This information needs to be linked to the client's profile, not just to a ticket.
Which fields can be used to document client-specific info?
There are 3 possible fields to display client information
- User fields > if you want things to happen in the background > like triggers, add a user to a segment (in Zendesk Guide),...
- User Notes > if you want the info to be directly visible for each and every ticket (like aggressive user or allergic to peanuts)
- User Events > if you want to rapidly track the client's journey (like: has the client received an upgrade or a reimbursement, did the client raise a complaint,... The events are displayed in a chronological manner
Why use User Events in Zendesk?
The advantage of using Events is that you can show key moments in the clients' journey in a chronological manner. And Events can be added under the user's profile even if there is no ticket.
The Events Manager Pro App allows an admin to predefine specific Event Types which in return should be used by agents to document the clients' journey.
As such an agent can quickly check if the client has
- received reimbursement or compensation
- subscribed to a meeting or newsletter
- upgraded his or her membership
By understanding the customer, the agent will be able to react faster and in a more personalised manner.
Articles in this section
- What is the Event Manager Pro about?
- Introduction to Event Manager PRO
- Requirements and Limitations
- Enabling Zendesk Events
- Create a new Event Type (as an admin)
- Create a new Event Type (via API)
- Edit Event Types (as an admin)
- Hiding Events Types (as an admin)
- Deleting Event Types (as an admin)