You have been given a Zendesk agent account. Agents work the tickets in their team’s queues and reply to external customers. Before you start working tickets, complete the two Zendesk on-demand courses below. There is no attestation form: IT has already assigned your agent license and your Zendesk groups, and your manager was copied on the email that pointed you here.
Part 1: Zendesk basics
- Open On-Demand: Get to know Zendesk basics.
- Register for a free Zendesk training account with your Ayin email address (first visit only).
- Complete the course. You may skip the “Hands-on Activity” sections; they use a Zendesk trial account, not Ayin’s.
Part 2: Zendesk Support for Agents
- Open On-Demand: Zendesk Support for Agents.
- Complete the course. You may skip the “Hands-on Activity” sections here too.
When you have finished
- Access Zendesk from Okta. Your groups are already set; your default group is the one named first in your welcome email.
- Ask your team lead how your department routes and works its tickets.
- Questions about your access? Submit a request through the IT Help Center.