Zendesk Agent

Build the skills you need to succeed as a modern Zendesk agent. In this learning path, you’ll start with a clear introduction to Zendesk and what it means to move beyond ticketing into a resolution-first mindset. Then, you’ll strengthen the human side of support by practicing the essentials of empathy, de-escalation, and decision-making in an AI-first world. Next, you’ll dive into the practical foundations of ticketing—managing requests from first contact to final resolution, collaborating with your team, and staying organized as volume increases. You’ll also learn how to work confidently in Agent Workspace by keeping multi-channel conversations connected, finding full customer context quickly, and prioritizing what needs your attention. Finally, you’ll learn how to work faster and more consistently with Copilot by using intelligent triage, auto assist, and writing tools to support your decisions and improve communication. When you finish the path, you’ll put your skills to the test in a realistic cumulative assessment and earn your Zendesk Agent badge.

Audience

This learning experience is meant for agents.

Duration

Approximately 3 hours

Prerequisites

No previous knowledge or experience are necessary. Access to your Zendesk ticketing interface is helpful.