Start here — the Gravity CX Zendesk training library – Gravity CX

Ref: overview-00 · Track: Get Started · Time to complete: ~3 min

Why this matters

This is your entry point to the Gravity CX Zendesk training library — 53 short articles across four tracks, each paired with a video clip from a real customer training session. Pick your path and you'll be productive in Zendesk within a day.

Where to start

Not sure which articles to read first? The Learning paths — which chapters to watch, by role article gives a step-by-step reading order tailored to your role — agent, team lead, KB admin, or reporting.

What's in the library

Track A — Agent Essentials (A01–A15)

Day-to-day ticket handling: logging in, views, ticket anatomy, statuses, SLAs, macros, and more.

Begin with A01 — Logging in and the home dashboard.

Track B — Channels: Talk, Email, Messaging (B01–B13)

Phone calls in Talk, email tickets, live messaging, channel switching, and side conversations.

Begin with B01 — Setting your online status for Talk.

Track C — Knowledge Base Admin (C01–C20)

Zendesk Guide end-to-end: structuring content, publishing rules, access control, themes, content blocks, and global settings.

Begin with C01 — Why have a knowledge base?

Track D — Admin & Reporting (D01–D05)

Omnichannel routing, Explore dashboards, custom field reports, and live Talk dashboards.

Begin with D01 — Omnichannel routing and capacity rules.

Quick check — have you got this?

Which track covers phone calls and live chat?
Where should a new KB admin start?

Answers

- Track B — Channels (Talk, Email, Messaging). - Start with [C01 — Why have a knowledge base?](https://help.gravity.cx/hc/en-au/articles/57268668028953-Why-have-a-knowledge-base), then follow the KB admin path in [Learning paths](https://help.gravity.cx/hc/en-au/articles/57268617855769-Learning-paths-which-chapters-to-watch-by-role).

Learning paths — which chapters to watch, by role