CourseCraft

Custom Zendesk User Training

Welcome to Groupize's custom Zendesk User Training session. In this session we will explore how the improvements made to Zendesk impact and improve your current workflow.

Table of Contents

Lessons
Zendesk Overview
Adjusted Expectations when using Zendesk
video
Community
video
Navigating Chat
The Difference: Live Chat vs Email
video
About Live Chat
Setting up your live chat profile
video
Solving Chat Tickets
video
Workflow Changes
Juggling Multiple Channels (Chat + Email)
Signing on to your new systems
video
Accepting Live Chats
video
Resources
All Ticket Fields (high-level view)
Round Robin Workflow
video
Ticket Workflow for Users
Customer Messaging Flow
Service Levels
video

Frequently Asked Questions

How long do I have access to the course?

Forever! Once you've enrolled, you'll have access to the course material for as long as you need. So come back as many times as you need or take things slow. It's your choice!