Virtual Instructor Led Training sessions are conducted live via GoToTraining for groups of Zendesk customers. You'll have the opportunity throughout these sessions to ask questions and practice skills with hands-on learning exercises.
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: 2 hours
Format: Virtual Instructor-Led (Live trainer)
What You'll Learn
By the end of this course, you'll be able to:
- Log in and navigate the dashboard
- Review a ticket and its properties
- Use ticket fields to gather information
- Use shared views to enhance agent productivity
- Use shared macros to boost agent efficiency
- Create additional support email addresses
What is Virtual Instructor-Led (VILT) Training?
Virtual Instructor Led-Training sessions are conducted by a live trainer and will include students from various companies. VILT sessions are a great choice for learners who prefer a live trainer and interactivity but want to learn from the comfort of their own desks. Students will have the opportunity to ask the trainer questions via chat throughout the session and are encouraged to follow along with suggested hands-on learning exercises in their own instance of Zendesk Support.
VILT sessions are conducted via GoToTraining. Course materials are provided before the session, so students are able to reference them during and after the session. Recordings of VILT sessions are not provided. Looking for private training sessions? Take a look at remote or onsite 1:1 training options.
Can't find a session below that works for you? This course is also available 24/7 in On-Demand format.