- Get to know the agent experience
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Get to know the ticketing system 0 hr 3 min
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Demo: Login and view the dashboard and areas of the interface 0 hr 4 min
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Hands-on activity: Log in using the agent URL and navigate your dashboard 0 hr 2 min
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Ticket status 0 hr 6 min
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Demo: Review a ticket and its properties 0 hr 6 min
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A child ticket and problem/incident tickets 0 hr 2 min
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Demo: Stay organized when problems and incidents occur 0 hr 2 min
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Hands-on activity: Create a ticket and review it 0 hr 4 min
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Personalize the agent-customer conversation 0 hr 1 min
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Demo: Enable a personalized email conversation 0 hr 3 min
- Define and assign agent permissions for Team or Professional email support
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Introduction to agent permissions (non-Enterprise plans) 0 hr 1 min
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Demo: Review agent access, add an agent and define their permissions (Team or Professional) 0 hr 6 min
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Hands-on activity: Add an agent and define their permissions (non-Enterprise plans) 0 hr 5 min
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Agent permissions and access: Best practice and knowledge check 0 hr 1 min
- Define and assign agent permissions for Enterprise email support
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Introduction to agent permissions (Enterprise) 0 hr 1 min
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Demo: Review agent access, add an agent and define their permissions (Enterprise) 0 hr 10 min
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Hands-on activity: Add an agent and define their permissions (Enterprise) 0 hr 5 min
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Agent permissions and access: Best practice and knowledge check 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: Set your support ticketing solution up for agent success
Video (31 min)
Reading (16 min)
Hands-on activity (16 min)
Description
Focus on creating the best experience for your agents using Zendesk's foundational support ticketing solution and the email channel.
Course Topics
- Get to know the agent experience
- Define and assign agent permissions (Support Team or Professional plans)
- Define and assign agent permissions (Support Enterprise plans)
Audience
Admins who are new to Zendesk's Support ticketing solution.
Recommended Pre-requisites
None