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Private Training: Zendesk Support for Admins, I and II (Remote)

Private Training: Zendesk Support for Admins, I and II (Remote)

About this course

Your organization may have complex needs and adopting a new system can be tough. These courses can help you cut through that complexity.

Our trainer will remotely deliver Zendesk Support for Admins, I and II  to your team. This option gives the advantage of learning your system, your workflows, in your house. We will cover the fundamentals of Zendesk, while facilitating discussions around your unique use-case and workflows. After establishing a base, we will move on to showing you how to build/manage your ticketing workflows and use other features in ways both specific and meaningful to your organization.

See the What You'll Learn section below to review the standard agenda for this course.

Duration: 

  • Zendesk Support for Admins, I: 2 hours
  • Zendesk Support for Admins, II: 2.5 hours
  • Total: 4.5 hours

Level: Introductory
Format: Private session, Remote

Prerequisites

N/A

What You'll Learn   

Zendesk Support for Admins, I – New to Zendesk Support? This course is the perfect place to start. You'll learn how the agent interface is organized and how a ticket moves through your system. You'll then focus on creating the best experience possible for your agents with Zendesk's views, macros and ticket fields; and you'll finish up by learning how to configure at least one channel--email.

By the end of this course, you'll be able to:

  • Log in and navigate the dashboard
  • Review a ticket and its properties
  • Use ticket fields to gather information
  • Use shared views to enhance productivity
  • Use shared macros to boost agent efficiency
  • Create additional support email addresses

Zendesk Support for Admins, II  – This course continues where Zendesk Support for Admins, I  leaves off. You'll refine your agents' roles, and organize them and your end users into groups that are tailored to their skills and needs. You'll then master the creation of triggers and automations: You'll learn how to create them, how to set them up to meet specific business goals, and how to leverage groups, organizations and ticket fields in them for optimal results.

By the end of this course, you'll be able to:

  • Define agent access in Zendesk Support
  • Use groups to improve agent workflow
  • Use organizations to provide targeted customer service
  • Use event-based triggers to save your agents time
  • Use time-based automations to reduce agent workload
  • Create SLAs to better meet your customers' expectations

What is Private Training (Remote)?

Remote private training sessions are Zendesk training sessions, delivered only to your company, conducted remotely via Zoom by a live trainer. Private training sessions are a great option for learners with moderate to complex use cases, medium to large groups, or for those who simply learn better one on one. Private sessions are highly interactive, and trainers encourage heavy participation from students.

Course materials are provided after the session, so students are able to reference them after the session. Recordings are provided on request.

Looking for more training options? Take a look at our Virtual Instructor-Led courses.

The Fine Print

  • A Zendesk contact will reach out to you within 5 business days of the execution of your Service Order.
  • We’ll mutually agree on the live training date no later than 5 business days after our initial contact with you.
  • Zendesk may facilitate the following:
    • 1 hr – introductory / conference call to coordinate training date and review objectives.
    • 4.5 hrs of live training sessions
  • Recommended class size is no more than 12 individuals.
  • Standard training will be delivered in a Zendesk training instance.
  • Standard training materials will be provided in PDF format
  • Equipment Required:
    • Customer provided wireless internet access
    • Projector or HD TV
    • Workstations for participants  
  • Cancellation/Changes: Any cancellations/changes less than 5 business days prior to agreed training date are subject to forfeiture of the training session fees and date(s).

About this course

Your organization may have complex needs and adopting a new system can be tough. These courses can help you cut through that complexity.

Our trainer will remotely deliver Zendesk Support for Admins, I and II  to your team. This option gives the advantage of learning your system, your workflows, in your house. We will cover the fundamentals of Zendesk, while facilitating discussions around your unique use-case and workflows. After establishing a base, we will move on to showing you how to build/manage your ticketing workflows and use other features in ways both specific and meaningful to your organization.

See the What You'll Learn section below to review the standard agenda for this course.

Duration: 

  • Zendesk Support for Admins, I: 2 hours
  • Zendesk Support for Admins, II: 2.5 hours
  • Total: 4.5 hours

Level: Introductory
Format: Private session, Remote

Prerequisites

N/A

What You'll Learn   

Zendesk Support for Admins, I – New to Zendesk Support? This course is the perfect place to start. You'll learn how the agent interface is organized and how a ticket moves through your system. You'll then focus on creating the best experience possible for your agents with Zendesk's views, macros and ticket fields; and you'll finish up by learning how to configure at least one channel--email.

By the end of this course, you'll be able to:

  • Log in and navigate the dashboard
  • Review a ticket and its properties
  • Use ticket fields to gather information
  • Use shared views to enhance productivity
  • Use shared macros to boost agent efficiency
  • Create additional support email addresses

Zendesk Support for Admins, II  – This course continues where Zendesk Support for Admins, I  leaves off. You'll refine your agents' roles, and organize them and your end users into groups that are tailored to their skills and needs. You'll then master the creation of triggers and automations: You'll learn how to create them, how to set them up to meet specific business goals, and how to leverage groups, organizations and ticket fields in them for optimal results.

By the end of this course, you'll be able to:

  • Define agent access in Zendesk Support
  • Use groups to improve agent workflow
  • Use organizations to provide targeted customer service
  • Use event-based triggers to save your agents time
  • Use time-based automations to reduce agent workload
  • Create SLAs to better meet your customers' expectations

What is Private Training (Remote)?

Remote private training sessions are Zendesk training sessions, delivered only to your company, conducted remotely via Zoom by a live trainer. Private training sessions are a great option for learners with moderate to complex use cases, medium to large groups, or for those who simply learn better one on one. Private sessions are highly interactive, and trainers encourage heavy participation from students.

Course materials are provided after the session, so students are able to reference them after the session. Recordings are provided on request.

Looking for more training options? Take a look at our Virtual Instructor-Led courses.

The Fine Print

  • A Zendesk contact will reach out to you within 5 business days of the execution of your Service Order.
  • We’ll mutually agree on the live training date no later than 5 business days after our initial contact with you.
  • Zendesk may facilitate the following:
    • 1 hr – introductory / conference call to coordinate training date and review objectives.
    • 4.5 hrs of live training sessions
  • Recommended class size is no more than 12 individuals.
  • Standard training will be delivered in a Zendesk training instance.
  • Standard training materials will be provided in PDF format
  • Equipment Required:
    • Customer provided wireless internet access
    • Projector or HD TV
    • Workstations for participants  
  • Cancellation/Changes: Any cancellations/changes less than 5 business days prior to agreed training date are subject to forfeiture of the training session fees and date(s).