Support overview 

Welcome to Support for Agents. In this course, you will: 

• Locate tickets to work on
• Gather customer information from within a ticket
• Update tickets with the correct information
• Collaborate with other agents to solve tickets

Benefits of support

Support is a system used for tracking, prioritizing, and solving customer requests. Learning the ins and outs of Support can help your work as an agent in two major ways.

• First, knowing how to use Support correctly can make your job easier. You will be able to work more efficiently by learning the environment and understanding what tools are available to assist you when working through tickets.
• Second, learning more about Support can help you increase customer satisfaction. We will teach you how to use Zendesk to learn more about your customers and their needs, which will help you answer their questions and provide targeted support. Additionally, you will be able to increase customer satisfaction by learning how to handle tickets in the right way for quicker and more accurate resolutions of your customers’ requests.