Zendesk – Customer Support Platform

Module 1: Introduction to Zendesk and Customer Support

• Customer support operations: ticket management and SLA fundamentals
• Zendesk Suite overview: Support, Guide, Chat, Talk, and Explore
• Zendesk architecture: organisations, users, groups, and brands
• Navigating the Zendesk agent workspace and admin centre

Module 2: Ticket Management and Workflows

• Ticket properties: status, priority, type, requester, and assignee
• Views: creating and managing agent ticket queues
• Triggers: automating actions based on ticket creation and update events
• Automations: time-based actions for SLA and follow-up management

Module 3: Help Centre and Self-Service

• Zendesk Guide: creating and organising a knowledge base
• Article authoring: writing, formatting, and publishing help articles
• Content blocks and templates for consistent article structure
• Answer Bot: AI-powered article suggestions for ticket deflection

Module 4: Macros, Tags, and Ticket Fields

• Macros: predefined responses and actions for common ticket scenarios
• Tags: categorising tickets for reporting and trigger conditions
• Custom ticket fields: capturing structured data from requesters
• Conditional ticket fields: showing fields based on prior selections

Module 5: Omnichannel Support

• Email channel: connecting support email addresses to Zendesk
• Live chat with Zendesk Messaging: web widget and mobile SDK
• Social messaging: WhatsApp, Facebook Messenger, and Twitter integration
• Voice: Zendesk Talk for inbound and outbound call management

Module 6: Reporting and Analytics with Explore

• Zendesk Explore: pre-built and custom reporting dashboards
• Query builder: creating custom metrics and attributes
• SLA reporting: first reply time, full resolution time, and breach rates
• Agent performance reports: ticket volume, CSAT, and productivity metrics

Module 7: Integrations and API

• Zendesk Marketplace: installing apps for Salesforce, Jira, and Slack
• Zendesk REST API: creating, updating, and bulk importing tickets
• Webhooks: sending Zendesk events to external systems
• Side Conversations: collaborating with external teams from within tickets

Module 8: Capstone Project and Assessment

• Zendesk instance setup: channels, groups, SLAs, and agent roles
• Trigger and automation workflow configuration project
• Custom Explore dashboard build for support operations reporting
• Final assessment and course certification

Experience in the Industry Gain expertise from Zendesk-certified administrators and support operations managers who have configured and scaled Zendesk for SaaS companies, e-commerce platforms, and enterprise customer support teams.

Backgrounds at the Top Our Zendesk trainers have led customer support tool implementations at high-growth technology companies where Zendesk is the primary platform for managing thousands of customer interactions daily.

Clear & Effective Teaching Zendesk ticket management, triggers, automations, Guide knowledge base, omnichannel setup, macros, Explore reporting, and REST API are explained with real customer support operations examples.

Hands-On Learning Focus Students configure Zendesk channels, build triggers and automations, create a knowledge base, set up macros, build Explore dashboards, and integrate via API through structured hands-on lab exercises.

Up-to-Date Knowledge Trainers keep content current with the latest Zendesk Suite releases, Zendesk AI and intelligent triage features, and evolving customer experience management best practices.