- Welcome
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Getting Started 2 min
- Main content
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Ticketing basics: From first contact to final resolution 18 min
- Wrap up
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Course Summary 4 min
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Share Your Feedback 5 min
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Congratulations 1 min
Ticketing basics
Learn about tickets and how to manage them using essential tools and features in Zendesk.
Welcome to your guide for getting to know the basics of ticketing. In this beginner-level course, you’ll learn how to handle support requests from the moment they land in your queue until each customer’s issue is solved. We’ll help you understand essential terminology, get comfortable with the Zendesk agent interface, and use time-saving tools like macros. By the end, you’ll be ready to deliver great service and keep your workflow organized.
Learning Objectives
By the end of this course, you will be able to:
- Manage a support request through its entire life cycle by using the ticket interface and appropriate status updates.
- Communicate and collaborate effectively within a ticket to provide accurate customer solutions.
- Optimize daily workflows by using organization tools and automated productivity features.
Audience
This course is intended for agents.
Prerequisites
No prior knowledge or experience is necessary to successfully complete this course.