OfficeDrills
🔒 Solved, Not Resolved is included with Zendesk. See pricing below →
Customer Support

Zendesk

Practice real Zendesk workflows — creating ticket views, building macros, triaging and escalating tickets, merging duplicates, managing customer and organization records, tracking SLA deadlines, and reading a ticket volume report — in a hands-on training simulation.

Educational practice environment — not affiliated with, endorsed by, or sponsored by Zendesk.

Options
Lesson 1 is free in every option. You'll enter your email first — no password. $20 unlocks the rest of Beginner or Advanced · Crash Course is $10.
Start here Beginner Every step spelled out, including what each screen and field actually means. For anyone who's never opened Zendesk before. Start Beginner — free lesson 1 → Advanced The full real-world workflow with less hand-holding. Best if you've used it before or pick up new software fast. Start Advanced — free lesson 1 → Crash Course Four of the Advanced lessons — the highest-value tasks in the same real workflow. Built for brushing up before an interview. Start Crash Course — $10, free lesson 1 →
What you'll practice
Getting Set Up
  1. Create a Custom Ticket View
  2. Create a Macro for a Common Response
  3. Set Up Business Hours
Ticket Handling
  1. Triage and Prioritize Incoming Tickets
  2. Respond to a Ticket Using a Macro
  3. Escalate a Ticket to Tier 2
Customer & Organization Management
  1. Merge Duplicate Tickets
  2. Update a Customer's Contact Info
  3. Tag an Organization as VIP
SLA & Escalation Judgment
  1. Identify a Ticket at Risk of Breaching SLA
  2. Follow Up on a Low CSAT Rating
Reporting
  1. Read a Support Ticket Volume Report
Drills & Projects
Drill Doesn't Reach Back → Six real Zendesk tasks, on an actual ticket, macro, and SLA countdown — a macro that doesn't quite fit the ticket, a merge that can't be undone, a VIP tag that doesn't reach back to reprioritize the queue, and more. 🔒 Included with Zendesk Drill Off the Radar → Six real Zendesk tasks, on an actual ticket queue — a view that never alerts anyone, a priority that is only a label, one business-hours schedule for two regions, a public reply that should have been a note, and more. 🔒 Included with Zendesk Drill Solved, Not Resolved → Six real Zendesk tasks, on an actual ticket, view, automation, and trigger list — a solve with a question still out, a reminder that keeps sending, a quote copied to the wrong people, and more. 🔒 Included with Zendesk Drill Inbox Triage → A shared inbox during a lunch rotation — new messages keep arriving while you work. No account needed. Free · No account needed
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