Course Format: Live
Course Length: TBD
Course Price: $7,500
Suggested Prerequisites: none
Do you need to train your team of agents on Zendesk and its ticket workflow tools? Our Train-the-trainer (TTT) offering gives you the materials you need to do that. In this remote offering, our Zendesk trainer will work with you to understand your Zendesk Support customizations and your workflows, then customize a training deck for you to use in your own training sessions.
Course Learning Objectives taught in the training deck:
- Navigate the agent interface
- Identify tickets in your queue and where they come from
- Define ticket statuses and the purpose/utility of system fields
- Assign status, type and priority
- Apply and create macros when responding to customers
- Use internal notes and cc to get help/input from others
- Solve and follow-up on tickets
- Manage your ticket queue with bulk edits, ticket merge and deletion
In addition to the course training deck, we'll provide you with a comprehensive facilitator guide to help you prepare for and plan your training session, as well as an agent guide with helpful resources that your team can refer to after the training is finished.
Click here for more information about this offering and coordinating with the Zendesk Customer Education team.