- Enable agents to work efficiently with ticket fields
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Introduction to ticket fields 0 hr 2 min
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Demo: Enable the on-hold status and create a new ticket field 0 hr 7 min
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Hands-on activity: Create a new "About" ticket field 0 hr 5 min
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Ticket fields: Best practice and knowledge check 0 hr 1 min
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Ticket forms for presenting a predefined set of ticket fields 0 hr 3 min
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Demo: Determine which form(s) a ticket field should be visible on 0 hr 2 min
- Configure views and macros to save agents time
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Use shared views to enhance agent productivity 0 hr 2 min
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Demo: Shared vs. personal views and create a view 0 hr 6 min
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Hands-on activity: Create your own view 0 hr 5 min
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Views: Best practices and knowledge check 0 hr 2 min
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Demo: Review an example view using time-specific conditions 0 hr 1 min
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Use shared macros to boost agent efficiency
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Demo: Use and create a macro 0 hr 5 min
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Hands-on activity: Create your own macro 0 hr 5 min
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Nest macros using (::) in the name field 0 hr 4 min
- Set up a better agent workflow using groups
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Introduction to groups 0 hr 5 min
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Demo: Create a group and manage membership 0 hr 2 min
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Hands-on activity: Create a group 0 hr 5 min
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Groups: Best practice and knowledge check 0 hr 2 min
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Demo: Use groups and views together 0 hr 2 min
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Demo: Use groups and macros together 0 hr 1 min
- Wrap Up
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Course Summary 0 hr 1 min
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Key terms 0 hr 1 min
On-Demand: Configure agent ticketing essentials
Video (26 min)
Reading (19 min)
Hands-on activity (20 min)
Description
Focus on creating the best experience for your agents using Zendesk's foundational support ticketing solution and the email channel.
Course Topics
- Enable agents to work efficiently with ticket fields
- Configure views and macros to save agents time
- Set up a better agent workflow using groups
Audience
Admins who are new to Zendesk's Support ticketing solution.
Recommended Pre-requisites
Set your support ticketing solution up for agent success
Instructional Designer