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Mastering Zendesk Implementation and Administration

Mastering Zendesk Implementation and Administration

$199.00
When you get access:
Course access is prepared after purchase and delivered via email
How you learn:
Self-paced • Lifetime updates
Your guarantee:
30-day money-back guarantee — no questions asked
Who trusts this:
Trusted by professionals in 160+ countries
Toolkit Included:
Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
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Mastering Zendesk Implementation and Administration



Course Overview

This comprehensive course is designed to equip participants with the knowledge and skills required to implement and administer Zendesk effectively. Upon completion, participants will receive a certificate issued by The Art of Service.



Course Objectives

  • Understand the fundamentals of Zendesk and its applications
  • Configure and customize Zendesk to meet business requirements
  • Implement effective ticketing and workflow management
  • Manage users, organizations, and permissions
  • Utilize reporting and analytics to inform business decisions
  • Integrate Zendesk with other tools and applications
  • Troubleshoot common issues and optimize Zendesk performance


Course Outline

Module 1: Introduction to Zendesk

  • Overview of Zendesk and its features
  • Understanding Zendesk's core functionality
  • Navigating the Zendesk interface
  • Setting up a Zendesk account

Module 2: Configuring Zendesk

  • Configuring ticket forms and fields
  • Creating and managing triggers and automations
  • Setting up business hours and holidays
  • Customizing the Zendesk theme and branding

Module 3: Ticketing and Workflow Management

  • Understanding ticket lifecycles and statuses
  • Creating and managing ticket workflows
  • Using views and macros to streamline ticket management
  • Implementing SLAs and escalations

Module 4: User and Organization Management

  • Creating and managing user accounts
  • Understanding user roles and permissions
  • Managing organizations and organization settings
  • Using groups and group membership

Module 5: Reporting and Analytics

  • Understanding Zendesk's reporting capabilities
  • Creating and customizing reports
  • Using metrics and KPIs to inform business decisions
  • Integrating with external analytics tools

Module 6: Integrations and APIs

  • Understanding Zendesk's API and integration capabilities
  • Integrating with other tools and applications
  • Using webhooks and API calls to automate tasks
  • Troubleshooting integration issues

Module 7: Advanced Topics

  • Using advanced search and filtering techniques
  • Implementing security and compliance measures
  • Using Zendesk's mobile app and mobile optimization
  • Best practices for Zendesk implementation and administration

Module 8: Troubleshooting and Optimization

  • Troubleshooting common Zendesk issues
  • Optimizing Zendesk performance and configuration
  • Using Zendesk's built-in tools for monitoring and optimization
  • Best practices for ongoing Zendesk maintenance


Course Features

  • Interactive and engaging content: Learn through a mix of video lessons, interactive exercises, and quizzes
  • Comprehensive and up-to-date content: Stay current with the latest Zendesk features and best practices
  • Personalized learning experience: Learn at your own pace and track your progress
  • Practical and real-world applications: Apply your knowledge to real-world scenarios and case studies
  • Expert instructors: Learn from experienced Zendesk professionals and industry experts
  • Certificate upon completion: Receive a certificate issued by The Art of Service upon completing the course
  • Flexible learning: Access the course from anywhere, on any device, at any time
  • User-friendly and mobile-accessible: Navigate the course easily on desktop or mobile devices
  • Community-driven: Join a community of learners and professionals for support and discussion
  • Actionable insights and hands-on projects: Apply your knowledge to practical projects and real-world scenarios
  • Bite-sized lessons: Learn in manageable chunks, with lessons ranging from 10-30 minutes
  • Lifetime access: Access the course materials for as long as you need
  • Gamification and progress tracking: Stay motivated with gamification elements and track your progress


Certification

Upon completing the course, participants will receive a certificate issued by The Art of Service, recognizing their expertise in Zendesk implementation and administration.

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