The ingredients for a good agent experience | Guidoo Training

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Zendesk Training for Administrators

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Is this course for me (1:30)
What will I learn (3:03)
What is Zendesk (4:14)
How to get a free Zendesk trial (2:08)
How to log in and navigate Zendesk (5:29)
Starting with basic account settings (4:07)

Users and tickets

Who are the users and why are they important (2:58)
Understanding tickets and their options (8:41)
What are End-users, Customers and Organisations (7:14)
How to store and use details in user profiles (7:59)
Agents, Groups and how to set them up (5:48)
How to manage users individually and in bulk (3:59)

Ticket channels

How to use Zendesk Emails in less than 3 minutes (2:31)
Using custom emails and templates in Zendesk (7:46)
Receiving tickets via your website (3:13)
How to connect facebook and twitter (3:13)

Tickets and their components

All the parts of a ticket (3:10)
What are public and internal comments (2:19)
Ticket status and their meaning (5:18)
Download the Ticket Status Overview
What are the system ticket fields (4:51)
How to set up custom ticket fields (4:32)

Designing the agent experience

The ingredients for a good agent experience (1:27)
A day in the life of an agent (8:40)
Download the Keyboard Shortcuts
Why views are better than an inbox (8:57)
How to set up macros for the team (4:26)
How to search and find in Zendesk (1:46)
Where to change the language for users (1:33)

Workflows and business rules

What's the difference between use cases and workflows (4:11)
How to set business hours with schedules (2:44)
SLA and how to configure them with Zendesk (6:39)
Why triggers are like the engine of your processes (7:40)
How automations complete your workflows with time based rules (7:06)

What's next

Get hired with your Zendesk skills (0:43)
Thank you & Feedback (0:31)

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The ingredients for a good agent experience

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