On-Demand: Zendesk Support for Admins, I

On-Demand: Zendesk Support for Admins, I

On-Demand Training

About this course

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; and you'll finish up by learning how to configure at least one channel--email.

★ We recommend that beginner Support Admins take both Zendesk Support for Admins, I and Zendesk Support for Admins, II.

Duration: Approximately 80 min
Level: Introductory
Format: On-Demand

Prerequisites

None

What You'll Learn

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

  • 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
  • Create additional support email addresses

What is On-Demand Training?

Our on-demand courses teach the same content as our live courses but without the Q&A. You’ll view the course on our platform, and you may stop, start, and re-view it, whenever you like. Your purchase and access to the on-demand course will be valid for 30 days after your date of purchase. If you learn better with a live trainer, take a look at our Virtual Instructor-Led courses.

Looking for private training sessions? Take a look at remote or onsite 1:1 training options.

Curriculum

  • Zendesk Support for Admins, I Session
  • Post-Session Survey

About this course

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; and you'll finish up by learning how to configure at least one channel--email.

★ We recommend that beginner Support Admins take both Zendesk Support for Admins, I and Zendesk Support for Admins, II.

Duration: Approximately 80 min
Level: Introductory
Format: On-Demand

Prerequisites

None

What You'll Learn

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

  • 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
  • Create additional support email addresses

What is On-Demand Training?

Our on-demand courses teach the same content as our live courses but without the Q&A. You’ll view the course on our platform, and you may stop, start, and re-view it, whenever you like. Your purchase and access to the on-demand course will be valid for 30 days after your date of purchase. If you learn better with a live trainer, take a look at our Virtual Instructor-Led courses.

Looking for private training sessions? Take a look at remote or onsite 1:1 training options.

Curriculum

  • Zendesk Support for Admins, I Session
  • Post-Session Survey