An early start in the morning saw me take the newly established Bathurst to Sydney train yesterday to head down to the Zendesk Bootcamp. After knocking over a bit of work and realising my battery wouldn’t last the whole day, I read a bit of The Fall as we pulled into Central station. A mad dash up the street, and I arrived at the Rydges World Square where I joined in the free training day.
Lots of interesting topics were covered throughout the day, with an emphasis in the middle on the Trigger and Automation capabilities of the support desk platform. We’ve been using Zendesk for a while now at Finding Simple, but the lessons were focused on the new, recently released user interface which we are yet to change to (which I must say seems a massive improvement from a user experience standpoint). Other topics covered included:
- Reporting (through Zendesk’s own reports and through GoodData which comes free to Plus and Enterprise customers).
- Extending the functionality of Zendesk through widgets and apps.
- Demonstrations of what can be achieved with an understanding of the API (including SSO).
- Creation and management of forums and how they can relate to tickets.
- Overview of the life cycle of a ticket and the meanings of various terms used in Zendesk.
- Getting a grasp of the power of tags in relation to the other elements of Zendesk.
After the sessions were over, the day came to a close with a couple of drinks in the bar, where I got the opportunity to chat with a couple of interesting people with different uses for Zendesk. Train delays at Central that afternoon (and losing my ticket to a misunderstanding of the layout of the station) aside, the day was thoroughly enjoyable and a beneficial learning experience. I come home more attuned with a state of Zen(desk).