Agent interface overview video

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8 Comments

  • Alejandro Colon

    I am trying to find some training/documentation for agent training. 

    But, all I can seem to find is Admin information just like this video.

    Is there an agent version?

     

    I have searched around some and figured I should just ask.

    0
  • Nicole S.
    Zendesk Community Team

    HI Alejandro - 

    We do not provide additional training for agents, though there is a newsletter that it produced for agents which shares helpful information and tips for Agents. Would you be interested in sharing that with your team? 

    0
  • Alejandro Colon

    Nicole S.

    I am not opposed to sharing the newsletter. It would depend what is in it. 

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    Can you clarify a little what you mean by there is no additional training for agents?

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    There is an entire section in the training section dedicated to training agents. 

    https://training.zendesk.com/series/zendesk-agents

    Also, in the article referenced above it states:

    Tip: If you want to learn more about being an agent, check out the Zendesk agent training courses.

    https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Zendesk-Support-agent-interface

    -1
  • Nicole S.
    Zendesk Community Team

    Oh, I guess I was misinformed. Glad you found what you were looking for! 

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  • Alejandro Colon

    Nicole S.

    The issue is that even though it is referenced as and is labeled as and is promoted as, none of the information is for Agents but instead for Admins. 

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    I can't help but believe that it should be fairly simple to duplicate the admin content to an admin section/content and to cut out the admin portions of the current content.

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    Another question and this may be for the Training Team, is why all of the content labeled as Agent Training is actually Admin Training?

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    Can you share the newsletter you mentioned?

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    When you say, "We do not provide additional training for agents" that can be taken a couple of ways.

    An assumption could be made that there is some/any training for agents but that there is no additional. If so, where is that training?

    If you meant, that there is no training at all for Agents, then read below. 

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    Can you comment on your comment, "We do not provide additional training for agents"?

    This is very worrying as Agents are the main users of any Zendesk instance.

    Is that a Zendesk mandate? Or are you simply stating that there is no Agent training provided by Zendesk? 

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    Is it possible to request Agent Training from Zendesk? (Even more specifically, request training that Zendesk already states that they have but is actually admin content.)

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  • Brett Bowser
    Zendesk Community Team

    Hey Alejandro,

    To add to Nicoles comment, there are some agent trainings available but they wouldn't be free. You can find all our paid training resources here: https://training.zendesk.com/

    Otherwise we have some getting started guides for each of our product areas that you can provide your agents. Here's an example of our Support Getting Started section.

    I hope this helps!

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  • Alejandro Colon

    Brett Bowser

    Thank you for that link. That is the closest I have seen to an agent training. 

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    The main issue I have is that som many things are provided by Zendesk and labelled as Agent Training but they are actually Admin training. 

    --------------------------------------------------------------------

    Can anyone from Zendesk comment on any of my questions above?

    The issue is that even though it is referenced as and is labeled as and is promoted as, none of the information is for Agents but instead for Admins. 

    --------------------------------------------------------------------------------------------------------------------------------------------

    I can't help but believe that it should be fairly simple to duplicate the admin content to an admin section/content and to cut out the admin portions of the current content.

    -----------------------------------------------------------------------------------------------------------------------------------------------

    Another question and this may be for the Training Team, is why all of the content labeled as Agent Training is actually Admin Training?

    -----------------------------------------------------------------------------------------------------------------------------------------

    Can you share the newsletter you mentioned?

    -----------------------------------------------------------------------------------------------------------------------------------------------

    Is it possible to request Agent Training from Zendesk? (Even more specifically, request training that Zendesk already states that they have but is actually admin content.)

    Nicole posted some clarification on another post regarding her response. I am removing it from this list of questions unanswered. 

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  • Alejandro Colon

    Active Feature Request (please vote):

    Zendesk Request: Create Agent Training Materials

    I just posted a Feature Request at the link below. If you would like to see this feature please head over there and show your support. Please make sure to add an upvote and comment even if it is simply a "+1"

    https://support.zendesk.com/hc/en-us/community/posts/360046753634-Zendesk-Request-Create-Agent-Training-Materials

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