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