Zendesk Training
Zendesk training typically covers a range of topics that help users and teams effectively utilize the platform for customer service and support. Zendesk is a cloud-based customer service platform designed to facilitate communication, manage support tickets, and streamline workflows.
Zendesk training is designed to teach individuals or teams how to use the platform to manage customer support interactions, track issues, and optimize service processes. The training generally targets different levels of users, from beginners to advanced users, and might also include specific content for different Zendesk products.

Why should you choose Nisa For Zendesk Training?
Nisa Trainings is the best online training platform for conducting one-on-one interactive live sessions with a 1:1 student-teacher ratio. You can gain hands-on experience by working on near-real-time projects under the guidance of our experienced faculty. We support you even after the completion of the course and happy to clarify your doubts anytime. Our teaching style at Nisa Trainings is entirely hands-on. You’ll have access to our desktop screen and will be actively conducting hands-on labs on your desktop.
Job Assistance
If you face any problem while working on Zendesk Course, then Nisa Trainings is simply a Call/Text/Email away to assist you. We offer Online Job Support for professionals to assist them and to solve their problems in real-time.
The Process we follow for our Online Job Support Service:
- We receive your inquiry for Online Job
- We will arrange a telephone call with our consultant to grasp your complete requirement and the tools you’re
- If our consultant is 100% confident in taking up your requirement and when you are also comfortable with our consultant, we will only agree to provide service. And then you have to make the payment to get the service from
- We will fix the timing for Online Job Support as mutually agreed by you and our consultant.
Course Information
Zendesk Training
Duration: 25 Hours
Timings: Weekdays (1-2 Hours per day) [OR] Weekends (2-3 Hours per day)
Training Method: Instructor Led Online One-on-One Live Interactive
Sessions.
COURSE CONTENT :
Introduction to Zendesk
- Overview of Zendesk platform features and functionalities
- How Zendesk integrates with other tools
- Key concepts (tickets, agents, customers, views, macros, etc.)
- Zendesk roles and permissions (Admin, Agent, End-User)
Getting Started with Zendesk Support
- Navigating the Zendesk interface (Dashboard, Ticket views, etc.)
- Creating, managing, and resolving tickets
- Ticket life cycle (new, open, pending, solved)
- Using Zendesk Views to organize tickets
Ticket Management
- Understanding ticket forms and fields
- Assigning, prioritizing, and categorizing tickets
- Using triggers, automations, and macros for workflow management
- Handling internal notes and public replies
Managing Users and Permissions
- Adding and managing agents and end-users
- Setting up roles and permissions
- Understanding different user types (End-users, Agents, Admins)
Zendesk Guide (Knowledge Base)
- Setting up a knowledge base for self-service support
- Creating articles, categories, and sections
- Managing article permissions and publishing workflows
Zendesk Chat (if applicable)
- Setting up and configuring Zendesk Chat
- Managing live chat conversations and ticket creation
- Using chat triggers and automations
- Reporting and analytics for chat
Reporting and Analytics
- Using Zendesk Analytics and Reporting tools (Zendesk Explore)
- Creating and customizing reports and dashboards
- Tracking key metrics (response time, resolution time, customer satisfaction)
- Identifying trends and insights from customer interactions
Integrations and Customization
- Integrating Zendesk with third-party tools and apps (CRM, email, social media)
- Customizing Zendesk (Custom fields, ticket forms, automation rules)
- Setting up and using APIs for advanced functionality
Advanced Zendesk Features
- Multibrand support (Managing multiple brands and domains)
- SLA (Service Level Agreements) management
- Escalation and routing rules
- Managing channels (email, chat, social media)
Best Practices and Tips
- Optimizing workflows for efficiency
- Enhancing customer experience through personalization
- Managing and improving team performance