Zendesk for Customer Service Agents-Complete Training Course

Set up your Zendesk account by starting a free 14-day trial, verifying your email, and exploring the dashboard interface for customer service management.

Explore the Zendesk interface, including the dashboard, views, tickets, customers, organizations, and admin features, and learn to manage updates, open tickets, and resolutions with practical examples.

Identify end users and customers in Zendesk, and see how tickets arrive via email, chat, messaging, or phone. Understand open versus closed environments and that end users cannot post comments.

Learn to support customers as a Zendesk agent by handling assigned tickets, interacting with end users, and resolving issues, while managing macros, views, and group-based access.

Discover how Zendesk administrators leverage extended permissions to access all tickets, create and edit business rules, targets, apps, reports, settings, and user management, while designing and implementing the ticket workflow.

The account owner is the primary Zendesk administrator, with the most permissions, who can transfer ownership and manage billing and subscription changes.

Create and manage sample tickets in Zendesk by using the email channel and admin settings to generate tickets, view them in the dashboard, and track request numbers for realistic testing.

Explore Zendesk ticket management by linking customers to organizations, adding tags and domains, and managing requester and followers. Understand ticket events, statuses, and basic macros and views to streamline support.

Explore ticket response options, including public replies, internal notes, and the option to call the customer, while cc’ing teammates and formatting text with headings, bullets, and code blocks.

Discover how to use emoticons appropriately, attach files, and add links in Zendesk, plus choose after-reply actions like stay on the ticket or move to the next ticket.

Learn to merge duplicate Zendesk tickets into a single ticket, selecting source and target, with automatic comments, and note that status and priority don’t transfer and you cannot unmerge.

Create tickets on behalf of customers by using the add ticket flow, selecting the end user, assigning to teammates or yourself, adding followers, and submitting a broadband issue for tracking.

Learn how to enable and deactivate ticket fields, configure priority and type with agent-only or customer-edit permissions, and ensure these fields appear on the correct ticket forms.

Learn how to create and use custom ticket fields in Zendesk, including adding a software issue yes/no dropdown, adjusting ticket forms, and ensuring field visibility after refresh.

Maximize Zendesk productivity by using macros to streamline tickets with ready-made templates, enabling one-click replies and automated actions, and create your first macro.

Learn to create and use personal macros in Zendesk, applying presets like 'customer not responding' to set status and add a personalized comment, saving time on tickets.

Create and customize Zendesk macros in the admin center, using available placeholders like requester name and email to automate responses; test, save, and build a library for faster support.

Learn to boost productivity in Zendesk by mastering keyboard shortcuts to update ticket status, navigate between tickets, and trigger macros, enabling a mouse-free, faster daily workflow.

Master Zendesk search by querying ticket properties - status, id, created and updated dates, priority, subject, and attachments - to quickly locate and manage tickets like a pro.

Learn to bulk update multiple Zendesk tickets by selecting unresolved tickets in views, applying public replies, changing priority or type, and performing actions like delete, mark as spam, or merge.

Learn to receive and place calls in Zendesk using talk options, manage numbers including UK, update status online, away, or offline, and handle accepting or declining calls and transfers.

Change your agent name and upload a profile photo from the Zendesk view profile page, then add optional details like contact info, tags, and time zone.

Customize the views menu by activating, deactivating, and arranging views, then set access, conditions, and priorities to tailor which tickets appear for you and your team.

Learn how to recover deleted tickets in zendesk by using the deleted view, choosing restore instead of permanent deletion, and refreshing views to update unresolved ticket counts.

Learn to manage Zendesk macros by navigating admin to macros, adjusting manual ordering, enabling most used or suggested macros, and refreshing views to reflect updates.

Adjust Zendesk branding by changing colors, account name, favicon, and host mapping, then save. Configure localization with time zones, time formats, and languages to tailor the Zendesk account.

Learn how to use Zendesk benchmarking to compare your customer service metrics against industry peers. Track customer satisfaction, first reply time, and tickets processed to improve support performance.

Practice Zendesk customer service skills with guided exercises and solutions. Try exercises on your own, then learn the solution to reinforce skills for real world application.

Create a sample Zendesk ticket for a customer, assign to yourself, add the first ticket tag, set the subject, submit with a description, then reply with a zendesk.com link.

Practice hands-on with Zendesk by merging a ticket, setting its status to pending via keyboard shortcut, changing branding to purple, deleting a ticket, and recovering it to its original state.

Create internal node of at least ten words in a ticket, build a training materials macro, apply it, then search by keywords and update your profile photo and time zone.

Switch to an internal node in a ticket and use the training materials macro to reply with a link, tagging colleagues for notifications.

Create a premium customer yes/no custom field, add it to the ticket form, test on a couple of tickets, then deactivate to reinforce creating and managing custom fields.

Learn to create a premium customer dropdown field in Zendesk, enable it on the default ticket form, and manage its visibility and deactivation; add a due date field for practice.