Learning Outcomes

In this free course, you will learn how to:

• Define Zendesk core records and how they support daily support work
• Describe how to move around Zendesk to find key tools and tickets
• Identify incoming customer requests and what information they contain
• Classify tickets based on type, urgency, and customer need
• Arrange tickets into correct queues for smooth handling
• Apply steps to respond to customers using clear messages
• Change ticket status as work is completed in Zendesk
• Explain how automation sends tickets to the right teams
• Apply routing rules to distribute work fairly across groups
• Identify self-service options like help articles and guides
• Evaluate customer service performance using basic support metrics
• Review service results to find simple ways to improve support