Building and managing ticket workflows is a top priority for most Zendesk customers. In this course, we'll explain how to capture the right information from your customers at the start of your interaction with them, how to set up the business rules to automate your workflow, and what other features and apps can help you deliver top-rated customer service.
Duration: 3 hours
Format: Virtual Instructor-Led (Live trainer)
We suggest that you take Zendesk Support Essentials prior to taking this course.
What You'll Learn
You will learn to do the following:
- Select Ticket Settings
- Add Custom Ticket Fields
- Define Ticket Forms
- Add Context with Tags
- Define Ticket Schedules
- Describe Business Rules
- Customize Triggers
- Customize Automations
- Monitor Service Level Agreements
- Manage Business Rules
- Intro to Reporting
- Create Dynamic Content for Multi-language Support
What is Virtual Instructor-Led Training (VILT) ?
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.