- Locate tickets to work on
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Support overview 2 min
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Use views, play, and search to find tickets 5 min
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Demo: Find incoming customer requests 3 min
- Gather customer information from within a ticket
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Demo: Learn about your customer and their needs 3 min
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Learn more about your customer 2 min
- Update tickets with the correct information
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How a ticket moves through statuses 4 min
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Demo: Update a ticket 7 min
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Hands-on Activity 6 min
- Collaborate with other agents to solve tickets
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Using light agents and side conversations 2 min
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Demo: Collaborate with other agents to solve tickets 3 min
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Agent collaboration use cases 3 min
- Wrap up
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Summary 2 min
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Key terms 1 min
On-Demand: Zendesk Support for Agents
Video (16 min)
Reading (21 min)
Hands-on activity (6 min)
Description
Serve customer requests efficiently by updating tickets and collaborating with other agents to provide expertise and accurate responses to customers.
Audience
Agents who are new to Zendesk
Recommended Pre-requisites
On-Demand: Get to know Zendesk basics