eLearning: Zendesk Support for Agents

eLearning: Zendesk Support for Agents

About this course

For agents who are new to Zendesk and will be using it to manage customer requests or tickets, this is your course. It walks you through the agent interface and teaches you which steps to take to move a ticket through its lifecycle. And at the end, we'll give you the chance to respond to and solve a ticket yourself so that you can be sure that you've mastered the basics.

Duration: 

  • The time to complete this course is approximately 1 hour.
  • Your purchase and access to the course will be valid for 30 days after your date of purchase.

Level: Introductory

Format: eLearning (self-paced)

Prerequisites

None

What You'll Learn

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

  • Explain how Zendesk Support works
  • Navigate Zendesk Support
  • Find a Ticket to Work on
  • Identify Ticket Information
  • Respond to and Resolve a Ticket

What is eLearning?

eLearning courses allow the learner to move through the course at his/her own pace. These courses are not taught by a live instructor, and instead, guide the learner through a series of lessons that include exercises and knowledge checks. Learners will access the e-learning course directly from this site after registration. Your purchase and access to the eLearning course will be valid for 30 days after your date of purchase.

If you're looking for more interactivity in your learning, we suggest you take a look at:

Curriculum

  • About the Course
  • Introduction
  • Explain How Zendesk Support Works
  • Support Ticketing Roles
  • Knowledge Check: Support Ticketing Roles
  • Navigate Zendesk Support
  • The Agent Interface
  • Find Tickets to Work On
  • Simulation: Find Tickets to Work On
  • Identify Ticket Information
  • Ticket Overview
  • Knowledge Check: Ticket Overview
  • Respond to and Resolve a Ticket
  • Adding Comments
  • Applying Macros
  • Final Simulation
  • Final Simulation
  • Post-Session Survey
  • Post-Session Survey

About this course

For agents who are new to Zendesk and will be using it to manage customer requests or tickets, this is your course. It walks you through the agent interface and teaches you which steps to take to move a ticket through its lifecycle. And at the end, we'll give you the chance to respond to and solve a ticket yourself so that you can be sure that you've mastered the basics.

Duration: 

  • The time to complete this course is approximately 1 hour.
  • Your purchase and access to the course will be valid for 30 days after your date of purchase.

Level: Introductory

Format: eLearning (self-paced)

Prerequisites

None

What You'll Learn

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

  • Explain how Zendesk Support works
  • Navigate Zendesk Support
  • Find a Ticket to Work on
  • Identify Ticket Information
  • Respond to and Resolve a Ticket

What is eLearning?

eLearning courses allow the learner to move through the course at his/her own pace. These courses are not taught by a live instructor, and instead, guide the learner through a series of lessons that include exercises and knowledge checks. Learners will access the e-learning course directly from this site after registration. Your purchase and access to the eLearning course will be valid for 30 days after your date of purchase.

If you're looking for more interactivity in your learning, we suggest you take a look at:

Curriculum

  • About the Course
  • Introduction
  • Explain How Zendesk Support Works
  • Support Ticketing Roles
  • Knowledge Check: Support Ticketing Roles
  • Navigate Zendesk Support
  • The Agent Interface
  • Find Tickets to Work On
  • Simulation: Find Tickets to Work On
  • Identify Ticket Information
  • Ticket Overview
  • Knowledge Check: Ticket Overview
  • Respond to and Resolve a Ticket
  • Adding Comments
  • Applying Macros
  • Final Simulation
  • Final Simulation
  • Post-Session Survey
  • Post-Session Survey