Solving your first ticket | Guidoo Training

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Zendesk Support for Customer Service Agents

Introduction

Hello and welcome (1:27)
What you'll learn (1:01)
Solving your first ticket (2:07)
Downloads

Foundation

What is Zendesk (2:00)
Where do tickets come from (1:57)
Who creates tickets (2:10)
Why are you here (0:36)
Navigating Zendesk (4:29)
Downloads

Working with tickets

Close up on ticket comments (4:08)
Zooming into ticket fields (5:21)
Inspecting the customer (4:15)
Answering tickets with macros (3:11)
Saving tickets with the right status (7:33)
Downloads
Moving between tickets (5:59)
Email and Webform tickets (6:03)
Facebook and Twitter tickets (4:24)
Chat and Phone support? (0:29)

Customising your Zendesk

Review your agent profile (3:55)
Set your photo and signature (6:05)
Personalise your views (11:56)
Create your own Macros (9:32)

Productivity Tips (Bonus)

Finding tickets using search (4:21)
Updating 30 tickets in one go (8:41)
Become faster with shortcuts (2:54)
Downloads
Extended functionality via Zendesk Apps (4:47)
Solving tickets on the go (mobile apps) (6:37)

What’s Next

Get hired as a Customer Service Agent (0:43)
Thank you & Feedback (0:31)

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Solving your first ticket

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