Course Summary
In this course, you learned basic concepts that are essential for agents to become successful. You learned that you are able to:
- Identify the types of users that are part of Zendesk: customers, agents, and admins.
- Navigate the Agent Workspace to handle tickets and interact with your customers.
- Distinguish between the different ticket fields, public replies, and internal notes.
- Understand when to use the Submit button to update your ticket status and ensure that you are able to explain the difference between Pending and On-Hold tickets.