- Define ticket routing and workflows
-
Overview: business rules & workflows 0 hr 1 min
-
Create Triggers 0 hr 10 min
-
Create automations 0 hr 10 min
-
Create views 0 hr 10 min
-
Create macros 0 hr 10 min
-
Activate email forwarding 0 hr 5 min
-
Set business schedules 0 hr 10 min
- Testing before going live
-
Test changes in the standard sandbox 0 hr 5 min
- Monitoring performance with reporting and analytics
-
Activate explore 0 hr 5 min
- Training your agents
-
Agent Training Resources 0 hr 5 min
- Summary
-
Course Summary 0 hr 2 min
-
Path Part I Feedback
On-Demand: Going live
Topics covered
- Define ticket routing and workflows
- Testing before going live
- Going live tasks
- Adding social messaging channels
- Monitoring performance with reporting and analytics
- Training your agents
Audience
Zendesk Admins who are just getting started
Recommended Pre-requisite courses
Welcome to Zendesk Onboarding
Setting Up your Zendesk: Launch Tasks
Set up your Help Center
Set up messaging and voice