Zendesk Training for Customer Service Agents
4.4 (93 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
261 students enrolled

Zendesk Training for Customer Service Agents

How to provide great customer support using Zendesk, a course for beginners
Bestseller
4.4 (93 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
261 students enrolled
Created by Guidoo Services
Last updated 5/2020
English
English [Auto]
Current price: $29.99 Original price: $49.99 Discount: 40% off
1 day left at this price!
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This course includes
  • 2 hours on-demand video
  • 2 articles
  • 5 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • The basics of customer support in Zendesk
  • How to update and solve tickets as an agent
  • Everything you need know to use Zendesk as a Customer Service Representative
  • How to efficiently work as an Zendesk agent
Requirements
  • Computer with internet access
  • Zendesk subscription or free Zendesk trial
Description

If you want to know how to solve tickets in Zendesk and how to work on customer questions efficiently this course is for you. You will learn everything you need to know to use Zendesk as a Customer Service Representative for your current job or your new role.

  1. We will start with the basics such as where tickets come from and who sends them

  2. Then we'll move to Tickets, all the details about tickets and how to work with them

  3. I'll show you how and why to personalise your Zendesk for agents

  4. Once you got the hang of it we'll go on to increase your efficiency with all the functionality Zendesk has to offer.

I will demonstrate things in a demo environment and you can follow along on your own screen.


Training delivered by Nils Rebehn (Certified Zendesk Admin) of Guidoo Services, a Certified Zendesk Select partner. Zendesk is a trademark or registered trademark of Zendesk, Inc.

Who this course is for:
  • Members of support teams that are using Zendesk
  • Customer Service Representatives that want to learn Zendesk
  • Small Business owners that want to use Zendesk for their business
Course content
Expand all 30 lectures 01:56:53
+ Foundation
6 lectures 11:13
What is Zendesk
02:00
Where do tickets come from
01:57

Let’s pause for a minute and two, we just covered quite a bit of theoretical stuff.

Zendesk uses its own terminology and its worth to double check we got this before we move on.

Zen...what?
7 questions
Why are you here
00:36
Downloads
00:01
+ Working with tickets
9 lectures 41:23
Close up on ticket comments
04:08
Zooming into ticket fields
05:21
Inspecting the customer
04:15
Answering tickets with macros
03:11
Saving tickets with the right status
07:33
Moving between tickets
05:59
Email and Webform tickets
06:03
Facebook and Twitter tickets
04:24
Chat and Phone support?
00:29
+ Customising your Zendesk
4 lectures 31:28
Review your agent profile
03:55
Set your photo and signature
06:05
Personalise your views
11:56
Create your own Macros
09:32
+ (Bonus) Productivity tips
5 lectures 27:20
Finding tickets using search
04:21
Updating 30 tickets in one go
08:41
Become faster with shortcuts
02:54
Extended functionality via Zendesk Apps
06:37
Solving tickets on the go - mobile apps
04:47
+ What's next
2 lectures 01:05
Get hired as a Customer Service Agent
00:34
Thank you & Feedback
00:31