- Provide better customer service using organizations
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How organizations help meet your needs 3 min
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Demo: Create a customer organization 2 min
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Hands-on activity: Create an organization and add a customer 5 min
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Organizations: Knowledge Check 1 min
- Exceed customer expectations with SLA policies
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What is an SLA? 3 min
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Demo: See SLA badges in views 1 min
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Demo: Review an SLA policy 3 min
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Hands-on activity: Review the remaining SLA targets 3 min
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SLA policies: Knowledge check 1 min
- Better support customers with a schedule
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Demo: Enable business hours and add a schedule 3 min
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Using schedules in triggers and automations 3 min
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Hands-on activity: Define your own schedule
- Identify the best way to manage your customers
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Configure access and registration to control who can submit tickets 3 min
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Demo: Configure access in Zendesk 3 min
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Hands-on activity: Review your customer access configuration 2 min
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Registration 1 min
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Demo: Enable registration and recover a suspended ticket 3 min
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Determine how to efficiently add your customers 2 min
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Demo: Add a user manually and bulk import users with a CSV file 5 min
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Bulk importing: Knowledge check
- Wrap Up
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Course Summary
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Key Terms
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Learning Path Summary
On-Demand: Manage your customers more efficiently
Video (19 min)
Reading (21 min)
Hands-on activity (10 min)
Description
Learn the key features of Zendesk's foundational support ticketing solution to meet your business goals.
Course Topics
- Provide better customer service using organizations
- Exceed customer expectations with SLA policies
- Better support customers with a schedule
- Identify the best way to manage your customers
Audience
Admins who are new to Zendesk's Support ticketing solution.
Recommended Pre-requisites
Automate your customer service ticketing workflows
Instructional Designer