Zendesk Admin Training Day in London

Thu Jun 13 2019 at 08:30 am to 05:00 pm
Tobacco Dock, Wapping Lane, London, United Kingdom

Tobacco Dock, Wapping Lane, London, United Kingdom

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Stepping away from your desk for a day is never easy, but our full day Admin training will give you the knowledge you need to make your support strategy a reality.

Whether you're just getting started, or are a seasoned Admin looking to grow your skill set, we have a learning track for you. Our team of expert trainers will guide you throughout the day, ready to help answer questions and troubleshoot with you.

These interactive sessions also offers lots of opportunity to network with other Admins, sharing your challenges and learning from each other. Get ready to take your customer support experience to the next level after completing this training.

Registration Info- (Please only choose 1 training or certifcation as they're all happening concurrently on June 13)

Which track should I register for? 

Track option 1: Zendesk Support for Admins, I and II Training (Agenda) 

In this full day track, you'll learn the key features of Zendesk Support including User roles and permissions, Views, Macros, Triggers, Automations, SLAs, Ticket and User fields. Equally important you'll also learn how to configure them and use them in combination so that you meet your business goals--whether you're a small organization or a large enterprise. The sessions will consist of presentations, hands-on exercises, breakout groups and teamwork, plus plenty of time for Q&A so that you get your most pressing questions answered. And you'll walk away a lot more confident about how you should set up (or clean up) your Zendesk Support.

What you'll learn (Learning objectives):

Login and navigate the dashboard

Review a ticket and its properties

Use ticket fields to gather information

Use shared views to enhance agent productivity

Use shared macros to boost agent efficiency

Create additional support email addresses

Define agent access in Zendesk Support

Use groups to improve agent workflow

Use organizations to provide targeted customer service

Use event-based triggers to save your agents time

Use time-based automations to reduce agent workload

Track option 2: Advanced Topics in Zendesk Support, I and II Training (Agenda) 

Have you already taken Zendesk Support for Admins I & II? Are you eager to build on your knowledge and optimize your Zendesk? In this full-day track for admins, you'll learn in depth about some of our most frequently asked about features. In the first part of the day, you'll learn more deeply how to add and manage your end users with our user permissions and authentication features as well as how to manage your queue with merge, deletion and recovery. You'll then turn to business rules, diving into triggers, automations and SLAs and how to use them with other features. As we explore those topics, we'll teach you how to meet the needs of your use case and make sure you have our best practices in hand. This session is meant for users who have been using Zendesk for sometime and want to deepen their knowledge. It's also an ideal refresher for anyone preparing for the Zendesk Support Certification Exam for Administrators. Strongly recommend first taking: Zendesk Support for Admins, I and II.

Add and manage your end users

Manage your queue with ticket merge, deletion and archiving

Recover suspended tickets

Manage and modify how your customers access and authenticate into your Zendesk

Build and manage triggers to leverage different features and support your workflow

Build schedules and set the schedules of tickets

Create SLAs so that your operations align with your customers expectations

How will the training sessions be structured? 

All sessions at Zendesk Training Day are interactive. They'll include demos, hands-on exercises, and lots of lab time and Q&A with our trainers and customer advocates. Don’t forget your laptop! After the event, you will receive your own copy of the training materials. Both training options will take place from 8:30-17:00.

Certification exam options-There are 3 test seating times- 9:00, 12:00, 15:00. Before you finalize registration you will be asked to choose an exam time.- Certification: Zendesk Support Administrator (more info)- Certification: Zendesk App Developer I (more info)

Unless already sold out, ticket sales will end on June 6th.

For questions email: wwtraining | zendesk ! com 

What's the refund policy?

In the event that a refund is needed, you'll receive a full refund up to 7 days prior to the event. After that point (when we have 6 days or fewer to go before the event) you may transfer your ticket to a friend or colleague and change the name on the registration, but no refund will be issued. 
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