Training for Zendesk Administrators

سرفصل های دوره

Learn how to set up and configure Zendesk Support Professional Edition

1 - Start Here

1 - Is this course for me

2 - What will I learn

3 - What is Zendesk

4 - How to get a free Zendesk trial

5 - Download your Zendesk trial link.html

5 - Trial-for-Zendesk-Professional.pdf

6 - How to log in and navigate Zendesk

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

2 - Users and Tickets

1 - Lets jog our memory a little bit.html

10 - Who are the users and why are they important

11 - Understanding tickets and their options

12 - What are Endusers Customers and Organisations

13 - How to store and use details in user profiles

14 - Agents Groups and how to set them up

15 - How to manage users individually and in bulk

3 - Ticket Channels

2 - Quick recap on channels.html

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

17 - Using custom emails and templates in Zendesk

18 - Receive tickets from your website

19 - How to connect facebook and twitter

4 - Tickets and their components

20 - All the parts of a ticket

21 - What are public and internal comments

22 - Download-Ticket-Status.pdf

22 - Ticket status and their meaning

23 - What are the system ticket fields

24 - How to set up custom ticket fields

5 - Designing the agent experience

25 - The ingredients for a good agent experience

26 - A day in the life of an agent

26 - Download-Keyboard-Shortcuts.pdf

27 - Why views are better than an inbox

28 - How to set up macros for the team

29 - How to search and find in Zendesk

30 - Where to change the language for users

6 - Workflows and business rules

31 - Whats the difference between use cases and workflows

32 - How to set business hours with schedules

33 - SLA and how to configure them with Zendesk

34 - Why triggers are like the engine of your processes

35 - How automations complete your workflows with time based rules

36 - Updates.html

7 - Reporting on your data

37 - Why reporting is important

38 - What are your reporting options

39 - How to measure customer satisfaction

40 - Reporting basics in Zendesk Explore

41 - How to build a KPI dashboard

8 - Two more things

42 - How to download your certificate

43 - Bonus.html

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تولید کننده: Udemy-Training