Training For Zendesk Administrators

Learn how to set up and configure Zendesk Support Professional Edition

What you’ll learn
How to set up and configure Zendesk Professional
What are business rules and how to configure them
Basics of reporting
Setting up Email, Web Widget, Facebook & Twitter
Routing of tickets to agents
Design and creation of workflows
Requirements
Computer with internet access
Zendesk (either a subscription or a free Zendesk trial)
No programming skills required
Description
You will learn how to configure Zendesk and set up business rules and workflows. This course is will teach you how to become Zendesk administrator to make changes to the settings and implement it in your company.We’ll cover Zendesk Support Professional edition with its Email and Web Widget channels, the mechanics of business rules all the way to basic reporting.

Overview

Section 1: Start Here

Lecture 1 Is this course for me

Lecture 2 What will I learn

Lecture 3 What is Zendesk

Lecture 4 How to get a free Zendesk trial

Lecture 5 Download your Zendesk trial link

Lecture 6 How to log in and navigate Zendesk

Lecture 7 Update to the Admin experience

Lecture 8 Download your Guide to the Admin user interface

Lecture 9 Starting with basic account settings

Section 2: Users and Tickets

Lecture 10 Who are the users and why are they important

Lecture 11 Understanding tickets and their options

Lecture 12 What are End-users, Customers and Organisations

Lecture 13 How to store and use details in user profiles

Lecture 14 Agents, Groups and how to set them up

Lecture 15 How to manage users individually and in bulk

Section 3: Ticket Channels

Lecture 16 How to use Zendesk Emails in less than 3 minutes

Lecture 17 Using custom emails and templates in Zendesk

Lecture 18 Receive tickets from your website

Lecture 19 How to connect facebook and twitter

Section 4: Tickets and their components

Lecture 20 All the parts of a ticket

Lecture 21 What are public and internal comments

Lecture 22 Ticket status and their meaning

Lecture 23 What are the system ticket fields

Lecture 24 How to set up custom ticket fields

Section 5: Designing the agent experience

Lecture 25 The ingredients for a good agent experience

Lecture 26 A day in the life of an agent

Lecture 27 Why views are better than an inbox

Lecture 28 How to set up macros for the team

Lecture 29 How to search and find in Zendesk

Lecture 30 Where to change the language for users

Section 6: Workflows and business rules

Lecture 31 What’s the difference between use cases and workflows

Lecture 32 How to set business hours with schedules

Lecture 33 SLA and how to configure them with Zendesk

Lecture 34 Why triggers are like the engine of your processes

Lecture 35 How automations complete your workflows with time based rules

Lecture 36 Updates

Section 7: Reporting on your data

Lecture 37 Why reporting is important

Lecture 38 What are your reporting options

Lecture 39 How to measure customer satisfaction

Lecture 40 Reporting basics in Zendesk Explore

Lecture 41 How to build a KPI dashboard

Section 8: Two more things

Lecture 42 How to download your certificate

Lecture 43 Bonus

Beginners and advanced users – no programming skills required,CS Team managers that need to configure the system,IT administrators that look after platforms,Small Business owners that want to use Zendesk for their business,Customer Service Representatives that want to move beyond just working on tickets