Training for Zendesk Administrators

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Guidoo Services,Nils Rebehn

3:30:27

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1 - Start Here

1 - Is this course for me.mp4

01:30

2 - What will I learn.mp4

03:03

3 - What is Zendesk.mp4

04:14

4 - How to get a free Zendesk trial.mp4

02:08

5 - Download your Zendesk trial link.html

5 - Trial-for-Zendesk-Professional.pdf

6 - How to log in and navigate Zendesk.mp4

04:07

7 - Update to the Admin experience.html

8 - Download your Guide to the Admin user interface.html

8 - Zendesk-Admin-Interface.pdf

9 - Starting with basic account settings.mp4

05:29

2 - Users and Tickets

1 - Lets jog our memory a little bit.html

10 - Who are the users and why are they important.mp4

02:58

11 - Understanding tickets and their options.mp4

08:41

12 - What are Endusers Customers and Organisations.mp4

07:14

13 - How to store and use details in user profiles.mp4

07:59

14 - Agents Groups and how to set them up.mp4

05:48

15 - How to manage users individually and in bulk.mp4

03:59

3 - Ticket Channels

2 - Quick recap on channels.html

16 - How to use Zendesk Emails in less than 3 minutes.mp4

02:31

17 - Using custom emails and templates in Zendesk.mp4

07:46

18 - Receive tickets from your website.mp4

03:13

19 - How to connect facebook and twitter.mp4

03:14

4 - Tickets and their components

20 - All the parts of a ticket.mp4

03:11

21 - What are public and internal comments.mp4

02:19

22 - Download-Ticket-Status.pdf

22 - Ticket status and their meaning.mp4

05:18

23 - What are the system ticket fields.mp4

04:51

24 - How to set up custom ticket fields.mp4

04:33

5 - Designing the agent experience

25 - The ingredients for a good agent experience.mp4

01:27

26 - A day in the life of an agent.mp4

08:40

26 - Download-Keyboard-Shortcuts.pdf

27 - Why views are better than an inbox.mp4

08:57

28 - How to set up macros for the team.mp4

04:26

29 - How to search and find in Zendesk.mp4

01:46

30 - Where to change the language for users.mp4

01:33

6 - Workflows and business rules

31 - Whats the difference between use cases and workflows.mp4

04:11

32 - How to set business hours with schedules.mp4

02:44

33 - SLA and how to configure them with Zendesk.mp4

06:39

34 - Why triggers are like the engine of your processes.mp4

07:40

35 - How automations complete your workflows with time based rules.mp4

07:06

36 - Updates.html

7 - Reporting on your data

37 - Why reporting is important.mp4

05:29

38 - What are your reporting options.mp4

07:07

39 - How to measure customer satisfaction.mp4

11:30

40 - Reporting basics in Zendesk Explore.mp4

12:02

41 - How to build a KPI dashboard.mp4

20:14

8 - Two more things

42 - How to download your certificate.mp4

04:50

43 - Bonus.html

Description

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

Who is this for?

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

What You Need to Know?

Computer with internet access

Zendesk (either a subscription or a free Zendesk trial)

No programming skills required

More details

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.
Weâ€™ll cover Zendesk Support Professional edition with its Email and Web Widget channels, the mechanics of business rules all the way to basic reporting.
Who this course is for:
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

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Customer Service

BPM Business Process Management

Guidoo Services

Instructor's Courses

Guidoo Services Ltd. is a company that provides professional services to companies. Guidoo is an official Zendesk partner.About Nils (the trainer)Nils worked at Zendesk from 2011 to 2016 as a consultant. He enabled hundreds of teams through his consultancy and training. After that, Nils started his own company to provide help companies improve their customer service. He and his teams work with businesses from various industries and very different in size.Why can Guidoo help you learn about Zendesk?Nils has been teaching people like you everything he knows about Zendesk through classroom and online training. He shared his knowledge and tips with thousands of students.Our happiness guarantee:There's no risk in enrolling in any of our courses. You have a 30-day money-back guarantee if you don't like it. And I'm continually improving my courses so that they stay up to date and the best they can be.

Nils Rebehn

Instructor's Courses

Making difficult things easyPeople compliment me on easily explaining technical or complex topics. I'll teach you the skills needed for making it in Customer Service.My experienceI've been in sales and consultancy for over 20 years. My experience in Customer Services reaches back over 10 years.When I worked at Zendesk, I started training people on the platform, remotely and in-person.Since then, I started my own company (Guidoo Services) and focussed on professional services and training.Looking forward to having you in my classNils

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