Zendesk Academy

Reset

Choose your role

Browse learning resources tailored to your role

Admin

Training and certifications for account configuration, automation, and AI

Agent

Introductory lessons and training for ticketing basics, messaging, and voice

Analyst

From basic metrics to dashboards, anomaly detection, and forecasting

Developer

Technical guides for API integration, custom apps, and platform tools

Explore featured learning

Find your next way to learn with Zendesk

Zendesk Contact Center for agents

Master call handling, transfers, and documentation for daily contact center work

AI Masterclass workshop featuring service professionals

July 22 & 23 • 10 AM PDT / 1 PM EDT

Build frameworks to scale agentic service with expert-guided, hands-on workshops

Plan your email support setup

Build a scalable email support foundation with teams, workflows, and custom fields

Earn a certification

Validate your Zendesk and industry expertise, and showcase your earned certification

View all certifications

App developer I expert badge

Chat specialist badge

CX Analyst expert badge

Knowledge specialist badge

Omnichannel agent specialist badge

Support admin expert badge

Voice specialist badge

Featured

Join the Zendesk Community

The Zendesk Community is designed to make connecting, learning, and growing easier than ever. Discover forums, product feedback, early access programs, user groups, and events all in one place.

Explore the Zendesk Community →

Certification: Prüfung zum Zendesk Guide-Spezialisten

Lassen Sie sich in Guide, der Help-Center Lösung von Zendesk, zertifizieren.

Certification exam 30 – 60 min

Design and build AI agents (Level 2)

Learn how to discover use cases, build dialogues, and write procedures to expand your AI agent beyond generative replies.

Admin Course 30 – 60 min AI Handling tickets

Configure, test, and optimize AI agents (Level 3)

Configure advanced AI agent features, run a structured test, launch with confidence, and build a monitoring workflow to optimize performance over time.

Admin Course 30 – 60 min AI Handling tickets

Startups II: Customizing the Experience

This path will teach how you will be able to customize, extend and automate the use of your Zendesk instance, along with enabling added productivity and efficiency tools for team use

Admin Learning path 1 – 2 hours

Schedules and SLAs

This course will help you use schedules and SLAs to streamline your workflows in Zendesk.

Admin Support Course 1 – 2 hours

Configure and maintain effective triggers to make workflows more efficient

Admin Support Course 1 – 2 hours Admin center

Zendesk Chat for agents, I

Learn how to provide great customer service with Chat.

On-Demand Agent Chat Course 30 – 60 min

Upgrade to Agent Workspace (for admins)

Get ready to upgrade to Agent Workspace

Admin Support Course 30 – 60 min

Certification: Zendesk app developer I expert exam

Become a Certified Zendesk App Developer I.

Developer Certification exam Platform 1 – 2 hours Extending and integrating

Certification: Zendesk Explore CX analyst expert exam

Get Certified in Zendesk's reporting & analytics solution, Explore.

Admin Analytics Certification exam Analyst 1 – 2 hours Reporting and analyzing

Certification: Zendesk Guide specialist exam

Get Certified in Zendesk's Help center solution, Guide.

Admin Knowledge Certification exam 30 – 60 min Extending and integrating

Introduction to Messaging

Admin Chat Messaging Video 0 – 15 min

Zendesk Support administrator certification preparation course

This course will help you prepare for the Zendesk Support Administrator Expert Exam.

Admin Support Certification preparation 1 – 2 hours

Migrate from Chat to Messaging

Learn how to successfully migrate your team from Chat to Messaging

Admin Support Chat Messaging Course 30 – 60 min

Omnichannel agent certification preparation course

This course will help you prepare for the Zendesk Omnichannel Agent Certification Exam

Agent Support Course Certification preparation 30 – 60 min role-agent

Why is quality assurance important?

Discover the importance of quality assurance (QA), its relation to customer experience, and your role in its implementation.

Admin Agent Support Course Analyst 30 – 60 min Workforce engagement management Reporting and analyzing

Introduction to Zendesk QA

Learn the core functionalities of Zendesk QA to enhance quality assurance in your customer service operations.

Admin Agent Course Analyst 30 – 60 min Workforce engagement management Reporting and analyzing

Introduction to Zendesk WFM

Gain hands-on experience with Workforce Management (WFM) tools and learn to enhance staffing efficiency through AI-powered forecasting, scheduling, and performance tracking.

Admin Agent Course 15 – 30 min

App Builder essentials: From idea to launch

Discover how to create, test, and publish custom apps in Zendesk—no coding required.

Admin Course 30 – 60 min AI Extending and integrating

Introduction to Zendesk AI agents

Learn how Zendesk AI Agents help you boost automation, resolve complex issues, and scale success with a clear path to 80%+ automation.

Admin 30 – 60 min AI Configuring and setting up

Welcome to the Resolution Platform

Discover how Zendesk combines AI, automation, and human expertise to transform simple ticketing into complete customer resolutions.

Admin Agent Developer Course Analyst 15 – 30 min

Zendesk Chat for admins, I

Are you a new Zendesk Live chat customer? This is the best place to start.

Admin Chat Course 1 – 2 hours

Certification: Expertenprüfung zum Zendesk Explore CX-Analytiker

Lassen Sie sich in Explore, der Berichts- und Analyselösung von Zendesk, zertifizieren.

Certification exam 30 – 60 min

On-Demand：エージェントワークスペースで使用するZendesk Chat管理者向けコースⅠ

エージェントワークスペースでChatを初めて使用する方に最適のコースです。

Admin Support Chat Course 30 – 60 min

On-Demand: Introdução a mensagens

Admin Messaging Course 15 – 30 min

On-Demand: Einführung in Zendesk für Agenten

Agent Support Course 15 – 30 min

How to view tickets assigned to myself

Learn how to use a filtered view to easily manage tickets assigned to you and improve your response times.

Admin Agent Support Video 0 – 15 min Handling tickets

Grundlegende Unterstützung

Konfigurieren Sie grundlegenden E-Mail-Support für Ihre Agenten und Ihr Unternehmen.

Admin Support Learning path 2+ hours

Certification: Examen de administrador de Zendesk Support

Obtenga la certificación de Support, la solución de gestión de tickets de Zendesk.

Admin Support Certification exam 30 – 60 min

Intro to Agent Workspace

Master the Zendesk support interface to manage conversations, harness AI tools, and customize your workflow for faster, smarter customer service.

Agent Support Course 30 – 60 min

Certification: Examen de spécialiste Zendesk Guide

Obtenez la certification pour Guide, la solution de centre d’aide de Zendesk.

Admin Knowledge Certification exam 30 – 60 min

Guide/セルフサービスのラーニングパス

ナレッジベースを使ってクラス最高のセルフサービスを提供しエージェントを支援します

Admin Knowledge Learning path 2+ hours

Guide/Self-Service-Lernpfad

Stellen Sie einen hervorragenden Self-Service bereit, und unterstützen Sie Ihre Agenten mit einer Wissensdatenbank.

Admin Knowledge Learning path 2+ hours

Introduction to Foundational Support

Admin Support Video 0 – 15 min

Caminho de aprendizado do Talk/voz

Aprenda a usar seu canal de voz para falar diretamente com os clientes em chamadas e mensagens de texto.

Admin Voice Learning path 1 – 2 hours

On-Demand: Zendesk Chat pour les administrateurs, I avec Espace de travail d’agent

Vous êtes un nouveau client Zendesk qui commence à utiliser Chat avec l’espace de travail d’agent ? Vous êtes au bon endroit pour vous lancer.

Admin Chat Course 30 – 60 min

Ruta de aprendizaje de Guide/autoservicio

Ofrezca el mejor autoservicio y ayude a sus agentes con una base de conocimientos.

Admin Knowledge Learning path 2+ hours

オムニチャネルエージェントのラーニングパス

エージェントワークスペースを使って複数のチャネルを通じてカスタマーとやりとりする方法を学習します

Agent Support Voice Learning path Messaging 2+ hours

Lernpfad zum Thema „Omnichannel“

Lernen Sie, wie Sie mit dem Arbeitsbereich für Agenten mit Kunden auf mehreren Kanälen interagieren.

Agent Support Voice Learning path Messaging 2+ hours

Building your knowledge foundation

Set up a strong, easy-to-navigate help center that helps your customers find the answers they need.

Admin Knowledge Course 30 – 60 min Configuring and setting up

How to route tickets to groups based on the support address

Learn how to automatically route incoming support tickets to the right team based on the support email address for faster, more efficient resolution.

Admin Support Video 0 – 15 min Configuring and setting up

Build a custom integration with ZIS

Learn how to develop your own custom Zendesk integrations.

Developer Course Platform 1 – 2 hours Extending and integrating

Zendesk Explore CX Analyst Certification Prep Path

Admin Analytics Learning path Certification preparation Analyst 1 – 2 hours

Zendesk specialist certification bundle (Guide, Chat, Talk, & Omnichannel agent specialist)

Specialist Certification bundle - Certifications at a 15% discount if bought in bulk

Agent Chat Certification exam 2+ hours Configuring and setting up Handling tickets

Learn to automations alongside other business rules.

Admin Support Course 1 – 2 hours

Certification: Zendesk Talk specialist exam

Get Certified in Zendesk's Voice solution, Talk.

Admin Voice Certification exam 30 – 60 min Configuring and setting up

Zendesk Chat Specialist Certification Prep Path

Admin Chat Learning path Certification preparation 1 – 2 hours

Work smarter with Copilot

Learn how to boost your productivity and deliver faster, more consistent support with Zendesk Copilot.

Agent Support Course 15 – 30 min AI Handling tickets Optimizing customer experience

Master the essential skills of a modern Zendesk agent—from resolution-first support and de-escalation to ticketing—then prove what you know to earn your Zendesk Agent badge.

Agent Support Learning path 2+ hours

Zendesk expert certification bundle (Support admin, Explore CX analyst, app developer, I)

Expert Certification bundle - Certifications at a 15% discount if bought in bulk

Certification exam 2+ hours Configuring and setting up Extending and integrating Reporting and analyzing

Zendesk Contact Center for agents

Learn how to handle calls, document interactions, and find call data in Zendesk Contact Center. This self-paced course gives you the hands-on skills to manage your daily call workflow with confidence.

Agent Support Course 15 – 30 min Handling tickets

Plan your email support setup

Learn how to plan your setup by organizing teams and customers, customizing workflows, managing access and security, and capturing key data with custom fields to build a strong, scalable foundation.

Admin Support Course 15 – 30 min 30 – 60 min Admin center

Sunshine Conversations for Developers Learning Path

Develop custom messaging solutions with Sunshine Conversations

Developer Learning path Platform 30 – 60 min

How to create shared macros

Learn how to create effective macros to streamline ticket responses and boost team productivity.

Admin Support Video 0 – 15 min Configuring and setting up

Zendesk Talk dataset

Use the Talk dataset to gain more visibility into your team's performance and your voice customers' experience.

Admin Voice Analytics Course Analyst 30 – 60 min

Answer Bot dataset

Admin Analytics Course 30 – 60 min

Introduction to Explore / analytics

Admin Analytics Analyst 15 – 30 min Video Reporting and analyzing

Learn how to automate support with AI agents, boost productivity with Copilot, and build custom apps—all in one practical Zendesk AI path.

Admin Learning path 2+ hours AI

Optimize your knowledge for AI

Prepare your content for artificial intelligence and deploy smart tools to empower your agents and customers.

Admin Knowledge Course 30 – 60 min AI Configuring and setting up

Zendesk Guide Specialist Certification Prep Path

Admin Knowledge Learning path Certification preparation 1 – 2 hours

Zendesk Support Administrator Certification Prep Path

Admin Support Learning path Certification preparation 1 – 2 hours

Zendesk Knowledge

Build, optimize, and maintain a knowledge base that powers AI-driven self-service and keeps your customers and agents finding trusted answers faster.

Admin Knowledge Learning path 2+ hours Configuring and setting up

Zendesk Chat for admins, I with Agent Workspace

Are you a new Zendesk customer using Chat with Agent Workspace? This is the best place to start.

Admin Support Chat Course 30 – 60 min

How can I send CSAT surveys via email?

Learn how to set up and customize CSAT surveys in Admin Center to measure customer satisfaction and improve your support experience.

Admin Support Video 0 – 15 min

Talk / voice Learning Path

Learn how to use your voice channel to speak directly with customers with calls and text messaging.

Admin Voice Learning path 1 – 2 hours

Maintain a healthy knowledge base

Create reliable publishing workflows and use data analytics to keep your knowledge base accurate and continuously improving.

Admin Knowledge Course 15 – 30 min Extending and integrating

Zendesk App Developer I Certification Prep Path

Developer Learning path Platform Certification preparation 1 – 2 hours

Messaging Learning Path

Learn how to use messaging to connect with your customers on the web, mobile, and social apps.

Admin Learning path Messaging 30 – 60 min

Zendesk Talk Specialist Certification Prep Path

Admin Voice Learning path Certification preparation 1 – 2 hours

Customer service essentials

Build empathy, de-escalation, and complex problem-solving skills for an AI-first support world, and leave with a customized development plan.

Agent Course 30 – 60 min Handling tickets Optimizing customer experience

Build an app and start to work with the Zendesk API

Learn how to extend your Zendesk with a custom-built app.

Developer Course Platform 30 – 60 min Extending and integrating

Building a support team for tomorrow

Unlock the future of customer support and transform your service into a value-driving powerhouse.

Admin Support Course Analyst 30 – 60 min

Introduction to Zendesk Integration Services (ZIS)

New to building Zendesk integrations? Start here to learn the key features of ZIS.

Admin Developer Course Platform 15 – 30 min Extending and integrating

Introduction to Talk / voice

Admin Voice Video 0 – 15 min

How to configure organizations for your business

Learn how to create and configure organizations to group customers, automate ticket tagging, and route requests more efficiently.

Admin Support Video 0 – 15 min Configuring and setting up

Messaging dataset tutorial

Admin Analytics Messaging Course 30 – 60 min

How to organize your team with groups in Zendesk

Learn how to use groups to organize your team, streamline ticket assignments, and control access to tools for more efficient workflows.

Admin Support Video 0 – 15 min Configuring and setting up

Zendesk Chat dataset

Use the Live chat dataset to gain more visibility into your team's performance and your chat customers' experience.

Admin Chat Analytics Course Analyst 30 – 60 min

Zendesk Talk for agents

Agent Voice Course 30 – 60 min

Learn how to capture key information with ticket forms.

Admin Support Course 30 – 60 min

Getting started with AI agents (Level 1)

Learn how to create fully functional AI agents in just a few clicks to deliver 24/7 automated support and improve customer service efficiency.

Admin Course 30 – 60 min AI Configuring and setting up Handling tickets

Zendesk overview: Chat

Learn how our Live chat solution can facilitate your conversation with your customers.

Admin Chat Video 0 – 15 min

On-Demand: Einführung in Zendesk Integration Services (ZIS)

Das Erstellen von Zendesk-Integrationen ist für Sie neu? Beginnen Sie hier, um die Hauptfunktionen von ZIS kennenzulernen.

Admin Developer Course Platform 15 – 30 min

Increase agent efficiency with contextual workspaces

Learn how to pair two features to meet a common business goal.

Admin Support Video 0 – 15 min

Provide your agents with helpful context using tags

Admin Support Course 30 – 60 min

Upgrade to Agent Workspace (for agents)

Learn how the agent experience changes in Agent Workspace.

Agent Support Course 15 – 30 min

Explore / analytics Learning Path

Learn how to use analytics to understand and act on your reporting data

Admin Analytics Learning path Analyst 2+ hours

On-Demand: Introducción a Zendesk Integration Services (ZIS)

¿Es la primera vez que crea integraciones con Zendesk? Descubra las funciones clave de ZIS.

Developer Course Platform 15 – 30 min

Zendesk Support dataset

Learn the Support dataset and how to customize it to meet your needs in your Explore reporting.

Admin Analytics Course Analyst 30 – 60 min

Startups I: Hit the Ground Running

This path will show you the foundational concepts needed to add, manage and track customer requests, along with leveraging a knowledge base to scale customer and employee needs

Admin Learning path 1 – 2 hours

Certification: Zendesk Omnichannel agent specialist exam

Get Certified as a Zendesk Omnichannel Agent

Agent Support Chat Voice Certification exam 30 – 60 min Handling tickets

Certification: Zendesk Chat specialist exam

Get Certified in Zendesk's Live chat solution.

Admin Chat Certification exam 30 – 60 min Configuring and setting up

Certification: Expertenprüfung zum Zendesk Support-Administrator

Lassen Sie sich für die Support-Ticketlösung von Zendesk zertifizieren.

Admin Certification exam 30 – 60 min

Success with Omnichannel Routing

Learn how to set up omnichannel routing to assign work smarter, improve response times, and deliver consistent support across every channel.

Admin Support Course 30 – 60 min Configuring and setting up

Zendesk Messaging for agents

Agent Messaging Course 30 – 60 min

Setting up the perfect customer service review program

Unlock the secrets to exceptional customer service! Here, you'll master the art of conversation reviews to elevate your support team's performance.

Admin Agent Support Analytics Course Analyst 1 – 2 hours Workforce engagement management

Set up and manage IT assets in Zendesk

Learn how to set up, import, and manage IT assets in Zendesk to give your agents full device context in every ticket.

Admin Course 15 – 30 min Extending and integrating

Up and running with Copilot

Learn Zendesk Copilot to streamline support, increase productivity, and deliver consistently exceptional service across your customer and employee teams.

Admin Support Course 30 – 60 min AI Configuring and setting up

Certification: Exame de especialista do Zendesk Guide

Obtenha a certificação da solução de Central de Ajuda do Zendesk, o Guide.

Admin Knowledge Certification exam 30 – 60 min

Certification: Exame de analista especialista do Zendesk Explore CX

Obtenha uma certificação na solução de relatórios e análise do Zendesk, o Explore.

Admin Analytics Certification exam 30 – 60 min

Certification: Zendesk Guide Specialist試験

Zendeskのヘルプセンターソリューション「Guide」の認定資格試験です。

Admin Knowledge Certification exam 30 – 60 min

Certification: Zendesk Explore CX Analyst Expert認定資格試験

Zendeskのレポートと分析ソリューション「Explore」の認定資格試験です。

Admin Analytics Certification exam 30 – 60 min

On-Demand: Zendesk Support pour les agents

Admin 30 – 60 min

Ruta de aprendizaje sobre el análisis/Explore

Aprenda a usar el análisis para comprender los datos de sus informes y actuar en función de ellos

Admin Analytics Learning path 2+ hours

On-Demand: Einführung in die grundlegende Unterstützung

Admin Support Course 15 – 30 min

On-Demand: Einführung in Talk/Voice

Admin Voice Video 0 – 15 min

Certification: Exame de Administrador especialista do Zendesk Support

Obtenha a certificação na solução de tickets do Zendesk, o Support.

Admin Support Certification exam 30 – 60 min

Certification: Examen des analystes experts de l’expérience client Zendesk Explore

Obtenez la certification Explore, la solution de rapports et d’analyses de Zendesk.

Admin Analytics Certification exam 30 – 60 min

Certification: Examen d’administrateur expert Zendesk Support

Obtenez la certification pour Support, la solution de gestion des tickets de Zendesk.

Admin Support Certification exam 30 – 60 min

Certification: Examen para analista de la experiencia del cliente de Zendesk Explore

Obtenga la certificación de Explore, la solución de informes y análisis de Zendesk.

Admin Analytics Certification exam 30 – 60 min

Certification: Zendesk Support administrator expert exam

Get Certified in Zendesk's ticketing solution, Support.

Admin Support Certification exam 30 – 60 min Configuring and setting up

Parcours d’apprentissage Talk/Centre d’appels

Apprenez à utiliser votre canal de centre d’appels pour parler directement avec vos clients via des appels et des SMS.

Admin Voice Learning path 1 – 2 hours

Talk/音声通話のラーニングパス

音声通話チャネルを使ってコールやテキストメッセージでカスタマーと直接会話する方法を学習します

Admin Voice Learning path 1 – 2 hours

Caminho de aprendizado do Explore/análise

Aprenda a usar a análise para entender e agir com base nos dados de seus relatórios

Admin Analytics Learning path 2+ hours

Explore/Analytics-Lernpfad

Lernen Sie, wie Sie mithilfe von Analysen Ihre Berichtsdaten verstehen und entsprechend handeln können.

Admin Analytics Learning path 2+ hours

Parcours d’apprentissage Explore/Analyses

Apprenez à utiliser les analyses pour comprendre les données de vos rapports et vous appuyer dessus pour passer à l’action.

Admin Analytics Learning path 2+ hours

Explore/分析のラーニングパス

分析を使用してレポートデータを理解しレポートデータを基に行動する方法を学習します

Admin Analytics Learning path 2+ hours

Soporte fundamental

Configure el soporte por correo electrónico fundamental para sus agentes y su negocio.

Admin Support Learning path 2+ hours

Assistance fondamentale

Configurez l’assistance par e-mail fondamentale pour vos agents et votre entreprise.

Admin Support Learning path 2+ hours

基本的なSupport

エージェントとビジネスのために基本的なメールサポートを設定します

Admin Support Learning path 2+ hours

Ruta de aprendizaje de agente omnicanal

Aprenda a interactuar con los clientes a través de varios canales usando el Espacio de trabajo de agente

Agent Support Voice Learning path Messaging 2+ hours

Support básico

Configure o suporte básico por e-mail para agentes e empresas.

Admin Support Learning path 2+ hours

Parcours d’apprentissage Guide/Self-service

Fournissez un self-service d’excellente qualité et dotez vos agents d’une base de connaissances.

Admin Knowledge Learning path 2+ hours

Caminho de aprendizado do Guide/autoatendimento

Ofereça o melhor autoatendimento da categoria e capacite seus agentes com uma base de conhecimento.

Admin Knowledge Learning path 2+ hours

Parcours d’apprentissage Agent omnicanal

Apprenez à interagir avec vos clients par le biais de plusieurs canaux en utilisant l’espace de travail d’agent.

Agent Support Voice Learning path Messaging 2+ hours

Caminho de aprendizado do agente omnichannel

Aprenda a interagir com os clientes por meio de diversos canais usando o Espaço de trabalho do agente

Agent Support Voice Learning path Messaging 2+ hours

Talk/Voice-Lernpfad

Lernen Sie, wie Sie mit Ihrem Voice-Kanal direkt mit Kunden per Anruf und Text kommunizieren.

Admin Voice Learning path 1 – 2 hours

On-Demand: Introducción a Explore/análisis

Agent Analytics 15 – 30 min

AI agents - Advanced sales trial | Agentic Messaging

Get a hands-on preview of AI agents - Advanced. This course empowers administrators to configure, design, and test advanced AI-driven messaging experiences.

Admin 2+ hours AI

How to create an escalation trigger

Learn how to effectively create ticket escalation triggers to resolve urgent customer issues quickly and build lasting trust.

Admin Support Video 0 – 15 min Configuring and setting up

How to configure custom roles for your business

Learn how to create and assign custom roles so your team has the right access to work efficiently in Zendesk.

Admin Support Video 0 – 15 min Configuring and setting up

On-Demand: Einführung in Explore/Analysen

Admin Analytics Course 15 – 30 min

On-Demand: Zendesk Chat für Administratoren, I mit Arbeitsbereich für Agenten

Sind Sie ein neuer Zendesk-Kunde, der Chat mit dem Arbeitsbereich für Agenten verwendet? Dies ist der beste Ausgangspunkt.

Admin Agent Chat Course 30 – 60 min

On-Demand：メッセージングの概要

Admin Messaging Course 15 – 30 min

Ticketing basics

Learn about tickets and how to manage them using essential tools and features in Zendesk.

Agent Support Course 15 – 30 min Handling tickets

Certification: Examen para especialista de Zendesk Guide

Obtenga la certificación de Guide, la solución de centro de ayuda de Zendesk.

Admin Knowledge Certification exam 30 – 60 min

Zendesk overview: The Zendesk Developer Platform

See how admins and developers can use our platform tools to customize their Zendesk instance.

Admin Developer Platform Video 0 – 15 min Extending and integrating

On-Demand: Einführung in Guide/Self-Service

Admin Knowledge Video 0 – 15 min

On-Demand: Introducción a la mensajería

Admin Messaging Course 15 – 30 min

Your future-ready CX plan

Build a personalized 30-day action plan for your AI-first service rollout through six interactive exercises using your own data.

Admin Course 15 – 30 min AI Configuring and setting up Optimizing customer experience

On-Demand: Introduction aux services d’intégration Zendesk (ZIS)

Vous découvrez la création d’intégrations Zendesk ? Commencez ici pour connaître les principales fonctionnalités de ZIS.

Developer Course Platform 15 – 30 min

How to automatically assign tickets to specific groups

Learn how to automatically assign incoming tickets to specific groups to ensure nothing gets overlooked.

Admin Support Video 0 – 15 min Configuring and setting up

How to create user and organization fields

Learn how to create custom user fields and organization fields in Admin Center, so agents can track things like VIP requests and special-offer eligibility.

Admin Support Video 0 – 15 min Configuring and setting up

Certification: Zendesk Support Administrator Expert試験

Zendeskのチケット管理ソリューション「Support」の認定資格試験です。

Admin Support Certification exam 30 – 60 min

On-Demand: Zendesk Chat para administradores, I com Espaço de trabalho do agente

Você é um cliente novo no Zendesk usando o Chat com o Espaço de trabalho do agente? Este é o melhor lugar para começar.

Admin Support Chat Course 30 – 60 min

How to customize the look and feel of my support emails

Learn how to customize support email notifications to match your brand using editable templates in Admin Center.

Admin Support Video 0 – 15 min Configuring and setting up Optimizing customer experience

Zendesk Omnichannel Agent Specialist Certification Prep Path

Agent Support Chat Voice Certification preparation 30 – 60 min

Ruta de aprendizaje de Talk/Voz

Aprenda a usar el canal de voz para hablar directamente con los clientes a través de llamadas y mensajes de texto.

Admin Voice Learning path 1 – 2 hours

Foundational Support Learning Path

Configure foundational email support for your agents and business.

Admin Support Learning path 2+ hours Admin center

On-Demand: Kunden mit einem Zendesk Help Center zum Self-Service verhelfen

Admin Knowledge Video 0 – 15 min

On-Demand: Stellen Sie einen hervorragenden Self-Service bereit, und unterstützen Sie Ihre Agenten mit einer Wissensdatenbank

Admin Knowledge Video 0 – 15 min

On-Demand：エージェント向けZendesk入門コース

On Demand：Zendeskメッセージングエージェント向けコース

On-Demand：Zendesk Talkエージェント向けコース

On-Demand: Zendeskの基本の概要

On-Demand: Introducción a Zendesk para agentes

On-Demand: Conozca los conceptos básicos de Zendesk

On-Demand: Zendesk Support para agentes

On-Demand: Mensajería de Zendesk para agentes

On-Demand: Zendesk Talk para agentes

On-Demand: Fale diretamente com os clientes e forneça soluções personalizadas com voz

On-Demand: Introdução ao Talk/voz

Video 0 – 15 min

Zendesk Chat Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Chat Specialist Exam

Admin Agent Chat 15 – 30 min

On-Demand: Zendesk Chat Specialist Certification Practice Test

Gauge your readiness for the Zendesk Chat Specialist Certification Exam

Chat 30 – 60 min

On-Demand: Mida el éxito de su equipo y mejore la eficiencia con el análisis

Zendesk Omnichannel Agent Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Omnichannel Agent Specialist Certification Exam

Agent Support 15 – 30 min

On-Demand: Zendesk Omnichannel Agent Specialist Certification Practice Test

Gauge your readiness for the Zendesk Omnichannel Agent Specialist Certification Exam

On-Demand: Sunshine Conversations for Developers Learning Path Quiz

Developer Platform 0 – 15 min

On-Demand: Transfer conversations between systems with the Switchboard API

Developer Course Platform 1 – 2 hours

On-Demand: Engage in one conversation across every channel with Sunshine Conversations

Developer Course Platform 30 – 60 min

On-Demand: Introdução ao Explore/análise

On-Demand: Avalie o sucesso de sua equipe e melhore a eficiência com análises

On-Demand: Support-Ticketlösung einrichten, damit Agenten erfolgreich arbeiten können

Admin Support Video 0 – 15 min

On-Demand: Grundlagen zum Konfigurieren von Tickets für Agenten

Admin Support Video 0 – 15 min

On-Demand: Ticket-Workflows für den Kundenservice automatisieren

Admin Support Course 30 – 60 min

Zendesk AI assessment

Prove your ability to automate support workflows with Copilot and configure AI agents in a realistic scenario to earn your official Zendesk AI Practitioner badge.

Admin 15 – 30 min AI

On-Demand: Introdução ao suporte básico

Video 0 – 15 min

On-Demand: Configure sua solução de tickets de suporte para o sucesso dos agentes

Video 0 – 15 min

On-Demand: Configurar os itens básicos dos tickets do agente

Video 0 – 15 min

On-Demand: Automatize seus fluxos de trabalho de tickets de atendimento ao cliente

On-Demand: Gerencie seus clientes com mais eficiência

On-Demand: Introduction à Guide/self-service

Video 0 – 15 min

On-Demand: Création d’un centre d’aide Zendesk pour permettre à vos clients de s’auto-assister

On-Demand: Comment fournir un self-service d’excellente qualité et doter vos agents d’une base de connaissances

On-Demand: Introdução ao Guide/autoatendimento

Video 0 – 15 min

On-Demand: Capacite os clientes para o autoatendimento com uma Central de Ajuda do Zendesk

Video 0 – 15 min

On-Demand: Ofereça o melhor autoatendimento da categoria e capacite seus agentes com uma base de conhecimento

Video 0 – 15 min

On-Demand: Ofereça suporte às conversas dos clientes e à interação com uma comunidade

On-Demand: Zendesk Support für Agenten

Agent Support Course 30 – 60 min

On-Demand: Zendesk Messaging für Agenten

Agent Messaging Course 30 – 60 min

On-Demand: Zendesk Talk für Agenten

Agent Voice Course 30 – 60 min

On-Demand: Introduction à Talk/au centre d’appels

Video 0 – 15 min

On-Demand: Comment parler directement aux clients et leur proposer des solutions personnalisées avec le centre d’appels

On-Demand: Configure agent ticketing essentials

Admin Support Course 1 – 2 hours

On-Demand: Set your support ticketing solution up for agent success

Admin Support Course 1 – 2 hours

On-Demand: Automate your customer service ticketing workflows

Admin Agent Support 30 – 60 min

On-Demand: Manage your customers more efficiently

Admin Support 30 – 60 min

Foundational Support Learning Path Quiz

Admin Support 0 – 15 min

On-Demand: Mensagens do Zendesk para agentes

On-Demand: Zendesk Support para agentes

On-Demand: Zendesk Talk para agentes

On-Demand: Introdução ao Zendesk para agentes

On-Demand: Conheça os recursos básicos do Zendesk

Zendesk App Developer I Expert Study Guide

Exam details, exam topics, and preparation resources for the Zendesk App Developer I Expert Exam

Developer Platform 15 – 30 min Extending and integrating

On-Demand: Zendesk App Developer I Expert Certification Practice Test

Gauge your readiness for the Zendesk App Developer I Expert Certification Exam

Admin 30 – 60 min

On-Demand: Introduction to Sell

Get to know the basics of using Zendesk Sell

Admin Sales Course 15 – 30 min

On-Demand: Deliver best-in-class self-service and empower your agents with a knowledge base

Admin Knowledge Course 1 – 2 hours

On-Demand: Measure your team's success and improve efficiency with analytics

Admin Analytics Course Analyst 1 – 2 hours

Startups Guide: Zendesk Sell

Learn the ins and outs of Zendesk's very own sales automation tool, from set up all the way to getting your first customers

Admin Sales 15 – 30 min

On-Demand: Introduction à l’assistance fondamentale

Video 0 – 15 min

On-Demand: Configuration de votre solution de gestion des tickets d’assistance pour aider vos agents à réussir

Video 0 – 15 min

On-Demand: Configuration des éléments essentiels pour la gestion des tickets par les agents

Video 0 – 15 min

On-Demand: Automatisation de vos workflows de gestion des tickets de service client

Explore / analytics learning path quiz

Admin Analytics Analyst 0 – 15 min

Zendesk Guide Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Guide Specialist Exam

Admin Knowledge 15 – 30 min

On-Demand: Zendesk Guide Specialist Certification Practice Test

Gauge your readiness for the Zendesk Guide Specialist Certification Exam

Admin 30 – 60 min

Zendesk Agent assessment

Prove your core Zendesk agent knowledge and skills in a realistic scenario to earn your official Zendesk Agent Practitioner badge.

Agent Support 15 – 30 min

Zendesk Knowledge assessment

Prove your core knowledge and skills in Zendesk Knowledge in a realistic scenario to earn your official Zendesk Knowledge badge.

Admin Knowledge 15 – 30 min

On-Demand: Introducción a Guide/autoservicio

Video 0 – 15 min

On-Demand: Logre que los clientes resuelvan los problemas por su cuenta con el Centro de ayuda de Zendesk

On-Demand: Ofrezca el mejor autoservicio y ayude a sus agentes con una base de conocimientos

Video 0 – 15 min

On-Demand: Promueva las conversaciones con los clientes y la interacción con una comunidad

On-Demand：Guide/セルフサービスの概要

Video 0 – 15 min

On-Demand：Zendeskヘルプセンターを使ったカスタマーのセルフサービスの支援

Video 0 – 15 min

On-Demand：コミュニティを使ったカスタマーの会話とエンゲージメントのサポート

On-Demand: Introduction à Zendesk pour les agents

On-Demand: Messagerie Zendesk pour les agents

On-Demand: Zendesk Talk pour les agents

On-Demand：音声通話を使ってカスタマーに直接話しかけ、パーソナライズされたソリューションを提供

Talk /音声通話ラーニングパスクイズ

On-Demand：Talk / 音声通話入門

Video 0 – 15 min

Zendesk Talk Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Explore CX Analyst Exam

Admin Voice 15 – 30 min

On-Demand: Zendesk Talk Specialist Certification Practice Test

Gauge your readiness for the Zendesk Talk Specialist Certification Exam

On-Demand: Introducción a Talk/voz

Video 0 – 15 min

On-Demand: Hable directamente con los clientes y ofrezca soluciones personalizadas con voz

On-Demand: Introduction à Explore/aux analyses

On-Demand: Évaluation de la réussite de votre équipe et amélioration de son efficacité grâce aux analyses

On-Demand: Mit Analysen den Erfolg Ihres Teams messen und die Effizienz verbessern

Admin Analytics Course 1 – 2 hours

Talk / voice Learning Path Quiz

Admin Voice 0 – 15 min

On-Demand: Speak directly to customers and deliver personalized solutions with voice

Admin Voice Course 1 – 2 hours

Zendesk Support Administrator Expert Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Support Administrator Exam.

Admin Support 15 – 30 min

On-Demand: Zendesk Support Administrator Expert Certification Practice Test

Gauge your readiness for the Zendesk Support Administrator Expert Certification Exam

Admin 30 – 60 min

On-Demand：基本サポートの概要

Video 0 – 15 min

On-Demand：エージェントの成功に役立つSupportチケット管理ソリューションの設定

Video 0 – 15 min

On-Demand：エージェント向けチケット管理基本設定

Video 0 – 15 min

On-Demand：カスタマーサービスのチケットワークフローの自動化

On-Demand：顧客管理の効率化

Startups Guide: Activating your Account

Just got approved to the Zendesk for Startups program? Congrats! Start here to get you account activated

Admin Support 1 – 2 hours

On-Demand: Empower customers to self-serve with a Zendesk help center

Admin Knowledge Course 30 – 60 min

Introduction to Guide / self-service

Admin Knowledge Video 0 – 15 min

On-Demand: Introducción al soporte fundamental

Video 0 – 15 min

On-Demand: Configure Support, la solución de gestión de tickets, para lograr el éxito de los agentes

Video 0 – 15 min

On-Demand: Configure los aspectos básicos de la solución de gestión de tickets de los agentes

Video 0 – 15 min

Zendesk Explore CX Analyst Expert Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Explore CX Analyst Exam

Admin Knowledge Analyst 15 – 30 min

On-Demand: Zendesk Explore CX Analyst Expert Certification Practice Test

Gauge your readiness for the Zendesk Explore CX Analyst Expert Certification Exam

Admin 30 – 60 min

Messaging learning path quiz

Admin Messaging 0 – 15 min

On-Demand: Use messaging to connect with your customers everywhere

Admin Messaging Course 1 – 2 hours

On-Demand: Kunden mit einem Zendesk Help Center zum Self-Service verhelfen

Admin Knowledge Video 0 – 15 min

On-Demand: Stellen Sie einen hervorragenden Self-Service bereit, und unterstützen Sie Ihre Agenten mit einer Wissensdatenbank

Admin Knowledge Video 0 – 15 min

On-Demand：エージェント向けZendesk入門コース

On Demand：Zendeskメッセージングエージェント向けコース

On-Demand：Zendesk Talkエージェント向けコース

On-Demand: Zendeskの基本の概要

On-Demand: Introducción a Zendesk para agentes

On-Demand: Conozca los conceptos básicos de Zendesk

On-Demand: Zendesk Support para agentes

On-Demand: Mensajería de Zendesk para agentes

On-Demand: Zendesk Talk para agentes

On-Demand: Fale diretamente com os clientes e forneça soluções personalizadas com voz

On-Demand: Introdução ao Talk/voz

Video 0 – 15 min

Zendesk Chat Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Chat Specialist Exam

Admin Agent Chat 15 – 30 min

On-Demand: Zendesk Chat Specialist Certification Practice Test

Gauge your readiness for the Zendesk Chat Specialist Certification Exam

Chat 30 – 60 min

On-Demand: Mida el éxito de su equipo y mejore la eficiencia con el análisis

Zendesk Omnichannel Agent Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Omnichannel Agent Specialist Certification Exam

Agent Support 15 – 30 min

On-Demand: Zendesk Omnichannel Agent Specialist Certification Practice Test

Gauge your readiness for the Zendesk Omnichannel Agent Specialist Certification Exam

On-Demand: Sunshine Conversations for Developers Learning Path Quiz

Developer Platform 0 – 15 min

On-Demand: Transfer conversations between systems with the Switchboard API

Developer Course Platform 1 – 2 hours

On-Demand: Engage in one conversation across every channel with Sunshine Conversations

Developer Course Platform 30 – 60 min

On-Demand: Introdução ao Explore/análise

On-Demand: Avalie o sucesso de sua equipe e melhore a eficiência com análises

On-Demand: Support-Ticketlösung einrichten, damit Agenten erfolgreich arbeiten können

Admin Support Video 0 – 15 min

On-Demand: Grundlagen zum Konfigurieren von Tickets für Agenten

Admin Support Video 0 – 15 min

On-Demand: Ticket-Workflows für den Kundenservice automatisieren

Admin Support Course 30 – 60 min

Zendesk AI assessment

Prove your ability to automate support workflows with Copilot and configure AI agents in a realistic scenario to earn your official Zendesk AI Practitioner badge.

Admin 15 – 30 min AI

On-Demand: Introdução ao suporte básico

Video 0 – 15 min

On-Demand: Configure sua solução de tickets de suporte para o sucesso dos agentes

Video 0 – 15 min

On-Demand: Configurar os itens básicos dos tickets do agente

Video 0 – 15 min

On-Demand: Automatize seus fluxos de trabalho de tickets de atendimento ao cliente

On-Demand: Gerencie seus clientes com mais eficiência

On-Demand: Introduction à Guide/self-service

Video 0 – 15 min

On-Demand: Création d’un centre d’aide Zendesk pour permettre à vos clients de s’auto-assister

On-Demand: Comment fournir un self-service d’excellente qualité et doter vos agents d’une base de connaissances

On-Demand: Introdução ao Guide/autoatendimento

Video 0 – 15 min

On-Demand: Capacite os clientes para o autoatendimento com uma Central de Ajuda do Zendesk

Video 0 – 15 min

On-Demand: Ofereça o melhor autoatendimento da categoria e capacite seus agentes com uma base de conhecimento

Video 0 – 15 min

On-Demand: Ofereça suporte às conversas dos clientes e à interação com uma comunidade

On-Demand: Zendesk Support für Agenten

Agent Support Course 30 – 60 min

On-Demand: Zendesk Messaging für Agenten

Agent Messaging Course 30 – 60 min

On-Demand: Zendesk Talk für Agenten

Agent Voice Course 30 – 60 min

On-Demand: Introduction à Talk/au centre d’appels

Video 0 – 15 min

On-Demand: Comment parler directement aux clients et leur proposer des solutions personnalisées avec le centre d’appels

On-Demand: Configure agent ticketing essentials

Admin Support Course 1 – 2 hours

On-Demand: Set your support ticketing solution up for agent success

Admin Support Course 1 – 2 hours

On-Demand: Automate your customer service ticketing workflows

Admin Agent Support 30 – 60 min

On-Demand: Manage your customers more efficiently

Admin Support 30 – 60 min

Foundational Support Learning Path Quiz

Admin Support 0 – 15 min

On-Demand: Mensagens do Zendesk para agentes

On-Demand: Zendesk Support para agentes

On-Demand: Zendesk Talk para agentes

On-Demand: Introdução ao Zendesk para agentes

On-Demand: Conheça os recursos básicos do Zendesk

Zendesk App Developer I Expert Study Guide

Exam details, exam topics, and preparation resources for the Zendesk App Developer I Expert Exam

Developer Platform 15 – 30 min Extending and integrating

On-Demand: Zendesk App Developer I Expert Certification Practice Test

Gauge your readiness for the Zendesk App Developer I Expert Certification Exam

Admin 30 – 60 min

On-Demand: Introduction to Sell

Get to know the basics of using Zendesk Sell

Admin Sales Course 15 – 30 min

On-Demand: Deliver best-in-class self-service and empower your agents with a knowledge base

Admin Knowledge Course 1 – 2 hours

On-Demand: Measure your team's success and improve efficiency with analytics

Admin Analytics Course Analyst 1 – 2 hours

Startups Guide: Zendesk Sell

Learn the ins and outs of Zendesk's very own sales automation tool, from set up all the way to getting your first customers

Admin Sales 15 – 30 min

On-Demand: Introduction à l’assistance fondamentale

Video 0 – 15 min

On-Demand: Configuration de votre solution de gestion des tickets d’assistance pour aider vos agents à réussir

Video 0 – 15 min

On-Demand: Configuration des éléments essentiels pour la gestion des tickets par les agents

Video 0 – 15 min

On-Demand: Automatisation de vos workflows de gestion des tickets de service client

Explore / analytics learning path quiz

Admin Analytics Analyst 0 – 15 min

Zendesk Guide Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Guide Specialist Exam

Admin Knowledge 15 – 30 min

On-Demand: Zendesk Guide Specialist Certification Practice Test

Gauge your readiness for the Zendesk Guide Specialist Certification Exam

Admin 30 – 60 min

Zendesk Agent assessment

Prove your core Zendesk agent knowledge and skills in a realistic scenario to earn your official Zendesk Agent Practitioner badge.

Agent Support 15 – 30 min

Zendesk Knowledge assessment

Prove your core knowledge and skills in Zendesk Knowledge in a realistic scenario to earn your official Zendesk Knowledge badge.

Admin Knowledge 15 – 30 min

On-Demand: Introducción a Guide/autoservicio

Video 0 – 15 min

On-Demand: Logre que los clientes resuelvan los problemas por su cuenta con el Centro de ayuda de Zendesk

On-Demand: Ofrezca el mejor autoservicio y ayude a sus agentes con una base de conocimientos

Video 0 – 15 min

On-Demand: Promueva las conversaciones con los clientes y la interacción con una comunidad

On-Demand：Guide/セルフサービスの概要

Video 0 – 15 min

On-Demand：Zendeskヘルプセンターを使ったカスタマーのセルフサービスの支援

Video 0 – 15 min

On-Demand：コミュニティを使ったカスタマーの会話とエンゲージメントのサポート

On-Demand: Introduction à Zendesk pour les agents

On-Demand: Messagerie Zendesk pour les agents

On-Demand: Zendesk Talk pour les agents

On-Demand：音声通話を使ってカスタマーに直接話しかけ、パーソナライズされたソリューションを提供

Talk /音声通話ラーニングパスクイズ

On-Demand：Talk / 音声通話入門

Video 0 – 15 min

Zendesk Talk Specialist Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Explore CX Analyst Exam

Admin Voice 15 – 30 min

On-Demand: Zendesk Talk Specialist Certification Practice Test

Gauge your readiness for the Zendesk Talk Specialist Certification Exam

On-Demand: Introducción a Talk/voz

Video 0 – 15 min

On-Demand: Hable directamente con los clientes y ofrezca soluciones personalizadas con voz

On-Demand: Introduction à Explore/aux analyses

On-Demand: Évaluation de la réussite de votre équipe et amélioration de son efficacité grâce aux analyses

On-Demand: Mit Analysen den Erfolg Ihres Teams messen und die Effizienz verbessern

Admin Analytics Course 1 – 2 hours

Talk / voice Learning Path Quiz

Admin Voice 0 – 15 min

On-Demand: Speak directly to customers and deliver personalized solutions with voice

Admin Voice Course 1 – 2 hours

Zendesk Support Administrator Expert Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Support Administrator Exam.

Admin Support 15 – 30 min

On-Demand: Zendesk Support Administrator Expert Certification Practice Test

Gauge your readiness for the Zendesk Support Administrator Expert Certification Exam

Admin 30 – 60 min

On-Demand：基本サポートの概要

Video 0 – 15 min

On-Demand：エージェントの成功に役立つSupportチケット管理ソリューションの設定

Video 0 – 15 min

On-Demand：エージェント向けチケット管理基本設定

Video 0 – 15 min

On-Demand：カスタマーサービスのチケットワークフローの自動化

On-Demand：顧客管理の効率化

Startups Guide: Activating your Account

Just got approved to the Zendesk for Startups program? Congrats! Start here to get you account activated

Admin Support 1 – 2 hours

On-Demand: Empower customers to self-serve with a Zendesk help center

Admin Knowledge Course 30 – 60 min

Introduction to Guide / self-service

Admin Knowledge Video 0 – 15 min

On-Demand: Introducción al soporte fundamental

Video 0 – 15 min

On-Demand: Configure Support, la solución de gestión de tickets, para lograr el éxito de los agentes

Video 0 – 15 min

On-Demand: Configure los aspectos básicos de la solución de gestión de tickets de los agentes

Video 0 – 15 min

Zendesk Explore CX Analyst Expert Study Guide

Exam details, exam topics, and preparation resources for the Zendesk Explore CX Analyst Exam

Admin Knowledge Analyst 15 – 30 min

On-Demand: Zendesk Explore CX Analyst Expert Certification Practice Test

Gauge your readiness for the Zendesk Explore CX Analyst Expert Certification Exam

Admin 30 – 60 min

Messaging learning path quiz

Admin Messaging 0 – 15 min

On-Demand: Use messaging to connect with your customers everywhere

Admin Messaging Course 1 – 2 hours