Zendesk Training For Customer Service Agents
Tags: Customer Service
How to provide great customer support using Zendesk, a course for beginners
Last updated 2022-01-10 | 4.7
- 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
What you'll learn
* Requirements
* Computer with internet access* Zendesk subscription or free Zendesk trial
Description
Let’s learn how to solve tickets in Zendesk. You will see how to work efficiently on customer questions in the popular ticketing system. Learn everything you need to know to use Zendesk as a Customer Service Representative - for your current job or your new role!
We will start with the basics such as where tickets come from and who sends them
Then we'll move to Tickets, all the details about tickets and how to work with them
I'll show you how and why to personalise your Zendesk for agents
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 everything we discuss in a test environment. You can follow along on your own screen. And if you don’t have a Zendesk license at the moment, I will explain how to get a free trial version.
Also, you will have the opportunity to test your knowledge with quizzes.
And we support building new schools: We follow the buy-one-give-one principle and donate one brick for every student that joins us!
Join hundreds of students that already learned how to use Zendesk.
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
6 sections • 32 lectures
Hello and welcome Preview 01:13
What you'll learn Preview 01:01
Solving your first ticket Preview 02:07
Downloads Preview 00:02
What is Zendesk Preview 02:00
Where do tickets come from Preview 01:57
Who creates tickets Preview 02:10
Zen...what?
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.
Why are you here Preview 00:36
Navigating Zendesk Preview 04:29
Changes to the interface Preview 01:19
Zendesk updated the ticket interface - here is what changed
Downloads Preview 00:01
Close up on ticket comments Preview 04:08
Zooming into ticket fields Preview 05:21
Inspecting the customer Preview 04:15
Answering tickets with macros Preview 03:11
Quick recap on comments and macros
Comments are important because they are what the Endusers receive. And macros are a useful tool.
Let's make sure we remember some important things before moving on.