Lessons
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Zendesk Support for Agents
43 min
Course Overview
Locate tickets to work on
Support overview
2 min
Use views, play, and search to find tickets
5 min
Demo: Find incoming customer requests
3 min
Gather customer information from within a ticket
Demo: Learn about your customer and their needs
3 min
Learn more about your customer
2 min
Update tickets with the correct information
How a ticket moves through statuses
4 min
Demo: Update a ticket
7 min
Hands-on Activity
6 min
Collaborate with other agents to solve tickets
Using light agents and side conversations
2 min
Demo: Collaborate with other agents to solve tickets
3 min
Agent collaboration use cases
3 min
Wrap up
Summary
2 min
Key terms
1 min
Demo: Update a ticket
