Get Started
Track A — Agent Essentials
- Search and recently viewed tickets
- Merging duplicate tickets and merging users
- Bump-bump-solve — chasing quiet customers
- Follow-up tickets vs reopens
- Using macros to reply faster
- SLAs — first reply, next reply, solve
Track B — Channels (Talk, Email, Messaging)
- Customer callbacks requested from phone tree
- Side conversations via Slack or Teams
- Side conversations via email
- Chat macros vs email macros
- Channel switching — answer via email from a chat ticket
- Messaging — chatting with a customer in real time
Track C — Knowledge Base Admin
- Global KB settings — require sign-in, unsafe content, GA
- Using your sandbox to experiment safely
- Knowledge Capture inside a ticket
- Themes, versions, and Copenhagen
- Content tags vs labels
- Creating and editing an article