On-Demand: Set your support ticketing solution up for agent success

Curriculum1 hr 5 min

• Get to know the agent experience
• Get to know the ticketing system 0 hr 3 min
• Demo: Login and view the dashboard and areas of the interface 0 hr 4 min
• Hands-on activity: Log in using the agent URL and navigate your dashboard 0 hr 2 min
• Ticket status 0 hr 6 min
• Demo: Review a ticket and its properties 0 hr 6 min
• A child ticket and problem/incident tickets 0 hr 2 min
• Demo: Stay organized when problems and incidents occur 0 hr 2 min
• Hands-on activity: Create a ticket and review it 0 hr 4 min
• Personalize the agent-customer conversation 0 hr 1 min
• Demo: Enable a personalized email conversation 0 hr 3 min
• Define and assign agent permissions for Team or Professional email support
• Introduction to agent permissions (non-Enterprise plans) 0 hr 1 min
• Demo: Review agent access, add an agent and define their permissions (Team or Professional) 0 hr 6 min
• Hands-on activity: Add an agent and define their permissions (non-Enterprise plans) 0 hr 5 min
• Agent permissions and access: Best practice and knowledge check 0 hr 1 min
• Define and assign agent permissions for Enterprise email support
• Introduction to agent permissions (Enterprise) 0 hr 1 min
• Demo: Review agent access, add an agent and define their permissions (Enterprise) 0 hr 10 min
• Hands-on activity: Add an agent and define their permissions (Enterprise) 0 hr 5 min
• Agent permissions and access: Best practice and knowledge check 0 hr 1 min
• Wrap Up
• Course Summary 0 hr 1 min
• Key Terms 0 hr 1 min