- Help agents prioritize incoming requests with views and groups
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Common view conditions 3 min
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Views and groups for social messaging and voice 3 min
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Demo: Create a group and view to route tickets 8 min
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Hands-on Activity 5 min
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Knowledge Check 3 min
- Enable agents to work efficiently with ticket fields and macros
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Ticket fields
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Demo: Review ticket fields, add a custom ticket field, and build a macro 12 min
- Equip your agents with the most relevant information using contextual workspaces
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Tailor the workspace to your agents' needs 3 min
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Demo: Set up a contextual workspace 3 min
- Enhance collaboration with light agents and side conversations
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Light agent permissions 3 min
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Demo: Collaborate on a ticket with light agents and side conversations 5 min
- Wrap Up
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Course Summary 3 min
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Key Terms 3 min
On-Demand: Set up agent tools to increase productivity
Note: This learning path is now retired and the courses are no longer maintained. Register for the Foundational Support Learning Path here.
Video (28 min)
Reading (25 min)
Hands-on activity (5 min)
Description
Learn how to help agents to prioritize requests, and work with ticket fields, macros, contextual workspaces, light agents, and side conversations.
Course Topics
- Help agents prioritize incoming requests with views and groups.
- Enable agents to work efficiently with ticket fields and macros.
- Equip your agents with the most relevant information using contextual workspaces.
- Enhance collaboration with light agents and side conversations.
Audience
This course is relevant to Zendesk admins who are new to the Agent Workspace.
Recommended Pre-requisites
If you are still considering whether to opt-in to Agent Workspace, please take our short Migrate to Agent Workspace course to learn more.
Please note
To follow along with the course activities, you'll need to enable the Agent Workspace in your account.
Instructional Designer