Zendesk Academy catalog

Browse all Zendesk learning resources in one place

Learn at your own pace with on-demand courses and videos
Follow guided learning paths tailored to your role
Prepare for certifications and earn credentials

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

19 min

Admin Agent Developer Course Analyst 15 – 30 min

Zendesk AI

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

5 Courses

Admin Learning path 2+ hours AI

Zendesk Agent

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.

6 Courses

Agent Support Learning path 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.

4 Courses

Admin Knowledge Learning path 2+ hours Configuring and setting up

Foundational Support

Build an organized, automated email support foundation in Zendesk that's ready to scale with your business.

11 Courses

Admin Support Learning path 2+ hours Admin center Configuring and setting up

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.

32 min

Admin 30 – 60 min AI Configuring and setting up

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.

47 min

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

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.

42 min

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.

44 min

Admin Course 30 – 60 min AI Handling tickets

Up and running with Copilot

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

42 min

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

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.

27 min

Agent Course 30 – 60 min Handling tickets Optimizing customer experience

Ticketing basics

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

25 min

Agent Support Course 15 – 30 min Handling tickets

Intro to Agent Workspace

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

37 min

Agent Support Course 30 – 60 min

Work smarter with Copilot

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

22 min

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

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.

25 min

Agent Support Course 15 – 30 min Handling tickets

Building your knowledge foundation

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

37 min

Admin Knowledge Course 30 – 60 min Configuring and setting up

Optimize your knowledge for AI

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

31 min

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

Maintain a healthy knowledge base

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

27 min

Admin Knowledge Course 15 – 30 min Extending and integrating

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.

22 min

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

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.

31 min

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

Introduction to Zendesk QA

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

45 min

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

Zendesk QA: Setup and configuration

Connect, configure, and customize Zendesk QA with scorecards, user roles, and workspaces.

37 min

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

Zendesk QA: Reviews and reporting

Review conversations, apply filters, and use dashboards to track quality trends in Zendesk QA.

37 min

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

Zendesk QA: Coaching and calibration

Align reviewers with calibration, resolve disputes fairly, and coach your team using Zendesk QA.

37 min

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

Why is quality assurance important?

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

49 min

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

Building a support team for tomorrow

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

58 min

Admin Support Course Analyst 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.

80 min

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

App Builder essentials: From idea to launch

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

40 min

Admin Course 30 – 60 min AI Extending and integrating

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.

30 min

Admin Course 15 – 30 min Extending and integrating

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.

32 min

Admin Support Course 30 – 60 min Configuring and setting up

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.

25 min

Admin Agent Course 15 – 30 min

Explore / analytics Learning Path

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

3 Courses

Admin Analytics Learning path Analyst 2+ hours

Introduction to Explore / analytics

15 min

Admin Analytics Analyst 15 – 30 min Video Reporting and analyzing

Talk / voice Learning Path

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

3 Courses

Admin Voice Learning path 1 – 2 hours

Introduction to Talk / voice

10 min

Admin Voice Video 0 – 15 min

Messaging Learning Path

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

3 Courses

Admin Learning path Messaging 30 – 60 min

Introduction to Messaging

8 min

Admin Chat Messaging Video 0 – 15 min

Zendesk overview: Chat

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

11 min

Admin Chat Video 0 – 15 min

Zendesk Chat for admins, I

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

1 hr 2 min

Admin Chat Course 1 – 2 hours

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.

46 min

Admin Support Chat Course 30 – 60 min

Migrate from Chat to Messaging

Learn how to successfully migrate your team from Chat to Messaging

49 min

Admin Support Chat Messaging Course 30 – 60 min

Organize your tickets with views

Learn how to use views to organize your tickets into prioritized lists so your team focuses on what matters most.

14 min

Admin Agent Support Course 0 – 15 min Admin center Configuring and setting up Handling tickets

Create a custom ticket trigger

Learn how ticket triggers work and build your own custom trigger to automate support workflows.

14 min

Admin Support Course 0 – 15 min Admin center Configuring and setting up

Build a custom automation

Learn to build time-based automations in Zendesk so routine work happens on its own.

14 min

Admin Support 0 – 15 min Admin center Configuring and setting up

Custom objects

Learn how to bring your business data into Zendesk by creating your first custom object, adding fields, and connecting it to tickets.

15 min

Admin Support Course 0 – 15 min Admin center Handling tickets

Schedules and SLAs

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

62 min

Admin Support Course 1 – 2 hours

Ticket forms

Learn how to capture key information with ticket forms.

46 min

Admin Support Course 30 – 60 min

Increase agent efficiency with contextual workspaces

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

9 min

Admin Support Video 0 – 15 min

Messaging dataset tutorial

27 min

Admin Analytics Messaging Course 30 – 60 min

Answer Bot dataset

26 min

Admin Analytics Course 30 – 60 min

Zendesk Chat dataset

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

31 min

Admin Chat Analytics Course Analyst 30 – 60 min

Zendesk Support dataset

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

42 min

Admin Analytics Course Analyst 30 – 60 min

Zendesk Talk dataset

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

36 min

Admin Voice Analytics Course Analyst 30 – 60 min

Upgrade to Agent Workspace (for agents)

Learn how the agent experience changes in Agent Workspace.

8 min

Agent Support Course 15 – 30 min

Zendesk Talk for agents

46 min

Agent Voice Course 30 – 60 min

Zendesk Messaging for agents

42 min

Agent Messaging Course 30 – 60 min

Zendesk Chat for agents, I

Learn how to provide great customer service with Chat.

On-Demand Agent Chat Course 30 – 60 min

Zendesk overview: The Zendesk Developer Platform

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

12 min

Admin Developer Platform Video 0 – 15 min Extending and integrating

Build an app and start to work with the Zendesk API

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

42 min

Developer Course Platform 30 – 60 min Extending and integrating

Introduction to Zendesk Integration Services (ZIS)

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

12 min

Admin Developer Course Platform 15 – 30 min Extending and integrating

Build a custom integration with ZIS

Learn how to develop your own custom Zendesk integrations.

111 min

Developer Course Platform 1 – 2 hours Extending and integrating

Sunshine Conversations for Developers Learning Path

Develop custom messaging solutions with Sunshine Conversations

3 Courses

Developer Learning path Platform 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

4 Courses

Admin Learning path 1 – 2 hours

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

6 Courses

Admin Learning path 1 – 2 hours

Zendesk Support administrator certification preparation course

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

1 hr 24 min

Admin Support Certification preparation 1 – 2 hours

Zendesk Support Administrator Certification Prep Path

3 Resources

Admin Support Learning path Certification preparation 1 – 2 hours

Zendesk App Developer I Certification Prep Path

4 Resources

Developer Learning path Platform Certification preparation 1 – 2 hours

Zendesk Chat Specialist Certification Prep Path

3 Resources

Admin Chat Learning path Certification preparation 1 – 2 hours

Zendesk Explore CX Analyst Certification Prep Path

2 Resources

Admin Analytics Learning path Certification preparation Analyst 1 – 2 hours

Zendesk Guide Specialist Certification Prep Path

2 Resources

Admin Knowledge Learning path Certification preparation 1 – 2 hours

Zendesk Talk Specialist Certification Prep Path

2 Resources

Admin Voice Learning path Certification preparation 1 – 2 hours

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

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.

277 min

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.

5 min

Admin Support Video 0 – 15 min Configuring and setting up

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.

4 min

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

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.

5 min

Admin Support Video 0 – 15 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.

4 min

Admin Agent Support Video 0 – 15 min Handling tickets

How to create shared macros

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

5 min

Admin Support Video 0 – 15 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.

7 min

Admin Support Video 0 – 15 min Configuring and setting up

How to automatically assign tickets to specific groups

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

5 min

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.

5 min

Admin Support Video 0 – 15 min Configuring and setting up

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.

4 min

Admin Support Video 0 – 15 min Configuring and setting up

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.

4 min

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.

5 min

Admin Support Video 0 – 15 min Configuring and setting up