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In Zendesk, update your signature.

Under your user profile, update your signature as follows (but update it with your info). Be sure to keep the brackets and parentheses just the same - Zendesk turns this part of the signature into a link under the word "Pronouns" just like in our email signatures.

Alison Holley | [Pronouns](https://www.mypronouns.org) (she/they)

Program Specialist

alison@factoregon.org

Please keep in mind that I work part-time and may not be able to respond quickly. Our support team is available by phone or at support@factoregon.org.

(503) 786-6082

www.factoregon.org

For more detailed instructions and screenshots, visit: https://factoregon-my.sharepoint.com/:w:/g/personal/alison_factoregon_org/EdmIbVIKYqpGjEB2XT3s5TYBbHM4XOdJRQFBYajXmFXm3g?e=9YKm54

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Complete the online training titled, "Zendesk Talk for Agents Training".

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Take pride in your product knowledge. Whether you’re just getting started or are ready to certify, we have the resources to polish your skills.

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Schedule some time with Molly Williamson to have her go through the detailed Zendesk process documentation and put it into practice with her. During this time you will:

Explore

Views

Tickets

Macros

Headings

Etc.

At the end of the meeting, you will create a plan with Molly that may include:

listening in on calls

shadowing

jointly supporting a family

making calls to gather information

taking calls independently

Support

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Visit our instance of Zendesk at factoregon.zendesk.com and log in. You can do this as early as you want. Reach out to Alison or Heather O. for help.

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5/2 - create login under karentrombley@factoregon.org is complete

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5/2 - create login under karentrombley@factoregon.org is complete

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Create a login for the Zendesk training site (It's separate from your FACT Zendesk login)

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Take pride in your product knowledge. Whether you're just getting started or are ready to certify, we have the resources to polish your skills.

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5/2 - Support for Agents Trg is complete

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5/2 - Support for Agents Trg is complete

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Complete the online training titled, "Zendesk Support for Agents Training".

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Video(16 min)

Reading (21 min)

Hands-on activity (6 min)

Description

Serve customer requests efficiently by updating tickets and collaborating with other agents to provide expertise and accurate responses to customers.

Agents who are new to Zendesk

On-Demand: Get to know Zendesk basics

ANABELLE ACEVEDO DE JESUS

Instructional Designer for Zendesk Agent Workspace

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Video(16 min) Reading (21 min) Hands-on activity (6 min) Serve customer requests efficiently by updating tickets and collaborating with other agents to provide expertise and accurate responses to customers.

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In progress 5/6; trg scheduled for 5/9 9am

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In progress 5/6; trg scheduled for 5/9 9am