Zendesk Administration & Analytics Course

Lesson 1 • Account and Subscription Management

Explains plan tiers, billing cycles, and seat management, covering how to add, remove, and reassign seats. It also helps admins make cost-effective scaling decisions, aligning budget with growing support needs.

Lesson 2 • Zendesk Data Model Explained

Defines tickets, users, organisations, and groups as core objects. Understanding object relationships is a prerequisite for all workflow and reporting work.

Lesson 3 • Admin Centre Navigation Mastery

Covers Admin Centre layout, settings hierarchy, and shortcut workflows. Connects navigation fluency to faster configuration in later chapters.

Lesson 1 • Authentication and Single Sign-On

Implements SSO, JWT, and social login options for agents and end users. Reduces friction and enforces identity governance across the instance.

Lesson 2 • Agent Profiles and Availability

Configures agent profiles, schedules, and availability states. Availability settings directly impact SLA calculations and omnichannel routing.

Lesson 3 • Roles and Permission Architecture

Covers default roles, custom roles, and granular permission toggles. Directly enables the secure, scalable team structures built in subsequent sections.

Lesson 4 • End-User and Organisation Management

Manages customer records, organisation domains, and shared ticket visibility. Clean user data is foundational for accurate analytics and routing.

Lesson 1 • Automations: Time-Based Rules

Build time-based automations to auto-escalate overdue tickets, close resolved cases, and send follow-up reminders. Together with triggers, they manage ticket states, reduce oversight, and support SLA compliance.

Lesson 2 • Macros for Agent Efficiency

Creates shared and personal macros with placeholders for ticket fields, dates, and agent names. Macros streamline replies, reduce handle time, and enforce communication standards across support teams.

Lesson 3 • Ticket Fields and Custom Forms

Builds custom ticket fields, conditional fields, and multi-brand forms. Structured data capture is the prerequisite for reliable automation and reporting.

Lesson 4 • Triggers: Event-Based Automation

Configures trigger conditions, actions, and execution order. Triggers are the primary real-time automation layer for routing and notifications.

Lesson 1 • Business Hours and Holiday Schedules

Sets up schedules, time zones, and holiday calendars tied to SLA policies. Accurate schedules prevent SLA miscalculations during off-hours and holidays.

Lesson 2 • SLA Policy Configuration

Defines first reply, next reply, and resolution time targets per policy. Policy conditions determine which tickets receive which SLA commitments.

Lesson 3 • SLA Breach Prevention Strategies

Creates triggers and automations that warn agents as tickets near SLA breach thresholds, escalating to senior staff. Early alerts help resolve issues before deadlines, boosting SLA performance.

Lesson 1 • Social and Third-Party Channels

Connects social messaging channels and third-party integrations via channel framework. Unified inbox management reduces context-switching for agents.

Lesson 2 • Omnichannel Routing with Intelligent Triage

Configures omnichannel routing, skills-based routing, and AI triage. Intelligent routing maximises first contact resolution across all channels.

Lesson 3 • Web Widget and Messaging

Deploys and customises the Web Widget for live chat and async messaging. Widget configuration directly affects self-service deflection and agent load.

Lesson 4 • Talk: Voice Channel Administration

Sets up phone numbers, IVR menus, call routing, and voicemail. Voice configuration requires understanding of agent availability and queue logic.

Lesson 1 • Article Creation and Management

Covers article editor, templates, labels, and translation workflows. Consistent article structure improves agent-assist accuracy and customer satisfaction.

Lesson 2 • Knowledge Base Search Optimisation

Tunes search relevance using labels, titles, and promoted articles. Search quality is the primary driver of self-service deflection success.

Lesson 3 • Content Cues and Knowledge Capture

Uses Content Cues and Knowledge Capture app to identify gaps and create articles from tickets. Closes the loop between support volume and knowledge base coverage.

Lesson 4 • Help Centre Architecture

Designs category, section, and article hierarchy for optimal findability. Information architecture decisions directly impact search relevance and deflection rates.

Lesson 1 • Advanced Explore Techniques

Applies attribute manipulation, result path filtering, and cross-dataset joins. Advanced techniques unlock insights unavailable in standard pre-built reports.

Lesson 2 • Dashboard Design and Sharing

Assembles multi-widget dashboards with filters, tabs, and scheduled delivery. Shareable dashboards replace ad-hoc reporting requests from leadership.

Lesson 3 • Visualisation Types and Best Practices

Selects charts, tables, and scorecards appropriate to each metric type. Correct visualisation choice determines whether insights are acted upon.

Lesson 4 • Building Queries and Metrics

Creates metrics with SUM, COUNT, AVG functions and computed attributes to aggregate ticket volumes, satisfaction scores, and agent performance data. These metrics form the foundation of reports and dashboards.

Lesson 1 • Intelligent Triage Configuration

Enables intent, sentiment, and language detection for automatic ticket classification. Triage outputs feed triggers and routing rules configured in earlier chapters.

Lesson 2 • Zendesk Bots and Conversation Design

Builds Answer Bot flows, conversation steps, and handoff conditions. Bot design directly impacts deflection rates and customer satisfaction scores.

Lesson 3 • Measuring AI Impact and Optimisation

Tracks deflection rate, bot CSAT, and triage accuracy using Explore. Data-driven optimisation ensures AI investments deliver measurable ROI.

Lesson 4 • Zendesk AI Feature Landscape

Maps intelligent triage, suggested replies, summarisation, and bot capabilities. Understanding the full AI portfolio prevents redundant or conflicting configurations.