May 13, 4:00 – 5:00 PM (UTC)
Zendesk essentials: Live tutorials
On May 13, 2025, at 11:00 AM (CDT), the Zendesk team will host the third episode of “5 steps to provide email support - Step 3: Build the agent experience.” This session will explore strategies for enhancing the agent experience through effective ticket routing. You’ll learn about ticket workflows, views for prioritizing tickets, and the benefits of macros. Join us for insights and a live Q&A.
By participating in this webinar, you will be able to:
Build efficient ticket routing
Learn how to create ticket routing workflows, ensuring tickets reach the right person or team quickly and accurately to improve resolution times
Streamline agent workflows
Discover how to configure agent-facing workflows that reduce manual handling, helping your team manage tickets more effectively without relying solely on external training resources
Manage tickets with views and macros
Gain practical knowledge on using views to prioritize tickets, such as those waiting longest or reopened, and macros to automate common actions like escalating requests and sending canned responses, saving valuable time
Leverage automation and apps
Explore automation tools and app marketplace options that simplify ticket management tasks, including auto-assigning tickets, handling out-of-office scenarios, and prioritizing urgent issues, enhancing overall team productivity
After attending this session, you will learn how to:
Routing tickets using triggers
Handling tickets using views
Handling tickets using macros
Each topic will be accompanied by a live demo of the feature of workflow to give you a practical understanding of how to implement them in your own Zendesk account.
At the end of the presentation, there will be space for the team to answer your questions during the live Q&A session. This is your chance to ask anything related to the features and workflows covered.
Don’t miss out on this opportunity to build a strong foundation for your Zendesk account. Click the RSVP button to secure your spot today. The Zendesk team looks forward to seeing you on May 13, 2025 - 11:00 AM (UTC-06). Let’s work together to create a great Zendesk experience for you and your team.
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Scaled Customer Success Manager
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