$350 – $499

Zendesk Admin Training Day in San Francisco

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Date and Time

Location

Location

Hyatt Regency San Francisco

5 Embarcadero Center

San Francisco, CA 94111

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Refund Policy

Refund Policy

Refunds up to 7 days before event

Event description

Description

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.


Which training track should I register for?

Please only choose 1 training or certifcation as they all happen concurrently on October 2

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
  • Explain how schedules and SLAs can be used to meet business needs

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

Track option 3-Zendesk Guide, I and II Training (Agenda)

In this full day track, you'll learn the key features of Zendesk Guide, our robust yet easy to set up self-service product. You'll learn the main components of Guide, tools for branding and customization, and then we'll focus on the tools that enable ticket deflection: the Web Widget, Answer Bot, Knowledge Base and the Community. 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 Guide.

What you'll learn (Learning objectives):

  • Learn the structure and components of Guide
  • Define access levels
  • Brand your Help Center
  • Build content for your knowledge base
  • Manage content in your Help Center
  • Assess the utility of your Help Center
  • Customize your Help Center theme
  • Create multiple Help Center for your different brands
  • Realize additional ticket deflection strategies
  • Set up and configure the Web Widget
  • Set up and configure Answer Bot
  • Build and manage your Community
  • Leverage your entire team and the KC App to grow your Knowledge Base

Track option 4-Explore, I and II Training (Agenda)

If you're new to Explore, this is the event for you! In this full day track, you'll learn the key features of Zendesk Explore, our robust analytics product. You'll start the day learning how to navigate Explore and its pre-built features, then you'll move on to creating custom queries and dashboards for your business. In the afternoon, you'll take it up a level and learn how to create a dataset as well as how to use results manipulation and calculations to create even more targeted reports that are tailored to your use case. Note: Prior to attending this event, customers must activate Explore in their accounts (or in a trial) and make sure that it is populated with some ticket data

  • Get to Know Explore
  • Navigate Explore and its Pre-built Dashboards
  • Create Custom Queries
  • Add, Customize and Share Dashboards
  • Create a New Dataset
  • Clone a Query to Your Dataset and Customize it
  • Use Results Manipulations to Change Your Query Results
  • Create Queries Using Calculations
  • Use Advanced Filters on Your Dashboard

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. Trainings will take place from 8:30-5:00.

Certification exam options (October 2- Happens concurrently with training offerings):

-Certification: Zendesk Support Administrator (more info)

-Certification: Zendesk App Developer I (more info)

There are 3 test seating times- 9:00, 12:00, 3:00. Before you finalize registration you will be asked to choose an exam time.

Cost for Training and Certification:

Training: $499 per training ticket (early bird price). This is effective until August 19. After this date it will change to our regular price $599 per training ticket.

Certification exam: $350

Unless already sold out, ticket sales will end on September 24.

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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Date and Time

Location

Hyatt Regency San Francisco

5 Embarcadero Center

San Francisco, CA 94111

View Map

Refund Policy

Refunds up to 7 days before event

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