On-Demand: Zendesk Support for Admins, I

On-Demand: Zendesk Support for Admins, I

New to Zendesk Support? This is the best place to start.

About this course

   90 minutes

   Pre-recorded video

 

This course has subtitles in Spanish, Brazilian PortugueseFrench, Germanand Japanese. Subtitles can be enabled by clicking the CC box at the bottom of the video. 
  Learning Path      |    Introduction  >  Foundation building  >  Skill sharpeners  >  Certification
Description
New to Zendesk Support? This course is the perfect place to start. You'll learn how to add users (whether customers or agents) and define their roles. 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.

★ We recommend that beginner Support Admins take both Zendesk Support for Admins, I and Zendesk Support for Admins, II.
Course Topics
‣  Define user roles
‣  Log in and navigate the dashboard
‣  Review a ticket and its properties
‣  Configure views and macros to save agents time
‣  Use shared views to enhance agent productivity
‣  Use shared macros to boost agent efficiency
‣ 
Use ticket fields to gather information
Recommended Prerequisites
None

Curriculum

  • Staff Management in Admin Center
  • Zendesk Support for Admins, I
  • Post-Session Survey

About this course

   90 minutes

   Pre-recorded video

 

This course has subtitles in Spanish, Brazilian PortugueseFrench, Germanand Japanese. Subtitles can be enabled by clicking the CC box at the bottom of the video. 
  Learning Path      |    Introduction  >  Foundation building  >  Skill sharpeners  >  Certification
Description
New to Zendesk Support? This course is the perfect place to start. You'll learn how to add users (whether customers or agents) and define their roles. 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.

★ We recommend that beginner Support Admins take both Zendesk Support for Admins, I and Zendesk Support for Admins, II.
Course Topics
‣  Define user roles
‣  Log in and navigate the dashboard
‣  Review a ticket and its properties
‣  Configure views and macros to save agents time
‣  Use shared views to enhance agent productivity
‣  Use shared macros to boost agent efficiency
‣ 
Use ticket fields to gather information
Recommended Prerequisites
None

Curriculum

  • Staff Management in Admin Center
  • Zendesk Support for Admins, I
  • Post-Session Survey
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