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?
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