Zendesk Training and Optimisation
Train on your own tickets.
Then fix the setup behind them.
We check how your team uses Zendesk, then train them on your real queues.
- Training for agents and admins
- Zendesk Premier Partner in APAC
- 1,000+ Zendesk solutions across ANZ
Who we work with
Trusted by 300+ organisations across ANZ
The record
- 1,000+Zendesk solutions delivered across ANZ
- Since 2014Supporting ANZ service teams
- 100Timely’s work-life balance score in its culture survey
- 92%CSAT held at an Australian audio technology company
Customer stories
Four teams that got more out of Zendesk
Australian audio technology company
75%
fewer daily support tickets, after a help centre rewrite and automated replies.
“We’ve been using Zendesk for a while but the way the solution works now is completely different from seven years ago. SuccessCX helped us leverage the newer functionality that boosted customer experience.”
Global Head of CX
Timely
30%
fewer tickets, with phone support down 50%
“All of these new Zendesk features helped us to calm the operational environment down and start to actually look at quality work rather than fighting fires.”
Lisa Kerr · Head of Global Support
Chef Works
Workshops first, then a reworked agent interface and empathy training for the team.
“Love it! A very friendly system that is very easy to understand, and I am enjoying learning new areas within the system.”
Nads · Chef Works
Linkly
83%
average first contact resolution, with 7+ teams on one platform
“They don’t just set it up and walk away. They keep showing us what’s coming next. That’s the real value.”
Stuart White · Senior Manager CX
Where to start
Training starts
where your team is.
A team that went live last month needs different training from one with years on Zendesk.
You’re new to Zendesk
Agents learned enough to close a ticket on day one, then stopped.
Zendesk implementationWhat we do first
- Train agents on views and macros, using your own tickets
- Set one process for each request
- Write a guide, so new starters don’t just shadow whoever’s free
The habits have drifted
People came and went, and now every agent solves the same request differently. Fields get skipped, so the reports are off.
CX best practicesWhat we do first
- Watch agents work the queue and log each workaround
- Retrain on one process, with macros to match
- Make key fields required so reports hold up
It all goes through one admin
Only one person understands the triggers and automations. Small requests wait for that person’s spare afternoon.
Zendesk AssistWhat we do first
- Train admins on triggers, automations and views
- Agree what’s safe to change and what needs review
- Hand over docs they can update
Who we help
Who training helps most.
01
CX leaders and support managers
Your team fights the tool all day.
- Shorter handling time, with macros that fit
- Consistent answers from every agent
02
IT and operations leaders
Every small change ends up in your queue.
- Admins who make routine changes safely
- Clear rules on what needs review first
03
Founders and business leaders
You’re paying for features nobody switched on.
- More from the licences you hold
- Lower cost to serve before you buy new tools
What makes us different
Anyone can run
a training day.
We change the setup
so the habit sticks.
A few configuration changes make the new way the quicker one. When the macro beats the workaround, people use the macro.
Our team · Melbourne
What we ask first
01
Which features would save the most time?
02
Which steps do agents still do by hand?
03
What should new starters do in week one?
04
Who’ll own the macros and views?
Why SuccessCX
Most Zendesk training
uses somebody else’s tickets.
Generic courses explain every button. Your team needs the few that matter.
Our methodology
How a training engagement runs.
Check first, then teach.
Discover
Zendesk health check
We find which macros get used, which views sit idle, and where agents leave Zendesk.
What you get
Where the time goes, and what to fix first.
Design
Targeted training
We train agents and admins on your own workflows, biggest gaps first.
What you get
A team trained on your setup.
Deploy and optimise
Embed and hand over
We adjust the setup, write the docs and follow up.
What you get
A cleaner setup, and admins who can run it.
The people
The people who check your setup train your team.
They make the changes too, so you only explain your queues once.
- Paul Bichsel Founder and CEO Focused on the human elements of customer experience, and on saying the unpopular thing early. LinkedIn
- Alver Tuazon Director of Operations Two decades in senior CX leadership, turning customer operations into high-performing engines. LinkedIn
- Hamish Lang Service Delivery Manager Keeps projects moving and makes sure clients see real results from the Zendesk investment. LinkedIn
- Ash Williamson CX Solutions Specialist Turns ideas into working service design, with people kept at the centre of the journey. LinkedIn
- Annalise Wright Project Coordinator Keeps every project on track and every person clear on what happens next. LinkedIn
Start here
Not sure where the gaps are?
Score your setup first.
The CX Health Check scores five pillars: platform, data, knowledge, operations and people. It takes five minutes, and you keep the report.
- 01 Take the assessment Short questions on each pillar, answered from how your team works day to day.
- 02 Find your weakest pillar If people or operations scores lowest, train before you buy new tools.
- 03 Download your report Share it with your team leads. It makes a good training brief.
- 04 Book a session Bring it to a free AI Readiness Session and we’ll plan training around it.
Ready when you are
Find out how much of Zendesk
your team never opens.
We’ll go through it with you.
In an AI Readiness Session you’ll see where your team loses time.
If training isn’t what you need, we’ll tell you.
How the session runs
01
We look at your Zendesk setup and how your team uses it.
02
We map the journeys your agents handle most and benchmark them against the ANZ market.
03
You leave knowing what to fix and train first.
Zendesk training, explained
What Zendesk training covers, role by role
Zendesk training teaches agents, admins and reporting users to run the Zendesk account they actually have, including its views, macros, triggers and Explore dashboards. A generic course explains what each feature does. Role-based training works through your own tickets and settles which features your team should rely on. SuccessCX, a Zendesk Premier Partner in APAC based in Melbourne, reviews the setup first and then trains each role on it.
Zendesk agent training vs admin training: what each role needs
Agents and admins work in different parts of Zendesk, so a single class for everyone wastes time for both groups.
Agent training covers the daily work: choosing the right view, applying and personalising macros, setting ticket fields correctly, adding internal notes and picking up a conversation that has moved from chat to email.
Admin training covers the rules behind those screens. Admins learn how triggers and automations fire and in what order, and how to test a change before customers see it. They also learn to manage groups, permissions and ticket forms without breaking the reports that depend on them.
Team leads usually need some of both, plus enough Explore to check their own queue each morning.
Zendesk Explore training: reports your leaders will trust
Explore is the reporting tool inside Zendesk, and it replaced the older Insights reporting. It is also the part of Zendesk that training often skips. Explore can only report what agents record, so a gap in agent habits turns into a wrong number in next month's report.
Explore training starts with the questions your leadership asks, then works back to the dashboards, custom metrics and filters that answer them. Report builders learn to adapt the prebuilt dashboards, schedule reports to the people who need them, and tell whether an odd result comes from the data or from the report.
Lisa Kerr, Head of Global Support at Timely, described the result: "Our exec team now sees the reports created by SuccessCX as the go-to for tracking progress."
Free Zendesk courses or tailored training: which do you need?
Zendesk publishes its own self-paced courses and product documentation, and some of it is free. It is a sensible starting point for anyone learning what a feature does, and for admins reading up on a part of the product they haven't used yet.
A public course can't teach your account, though. It doesn't know which of your macros are out of date or which fields your reports rely on, and those gaps are where a busy team tends to lose time.
Most teams get the best result from a mix. People take the free courses for product basics, then tailored sessions on your own setup agree how your team handles each type of request. The tailored part is also where configuration gets fixed, so the agreed process is the quickest one to follow.
Frequently asked questions
Is Zendesk hard to learn?
Not for everyday agent work. The agent workspace will feel familiar to anyone who has used email or another helpdesk, and new agents can usually work tickets after a short walkthrough. Admin work takes longer to learn, because triggers, automations and permissions interact and one change can affect every ticket. Your setup matters too: a cluttered account full of old macros and unused views is harder to learn than a tidy one.
How long does it take to learn Zendesk?
It depends on the role and on how complex your account is. Agents need less time than admins, and someone joining a clean setup with clear macros gets up to speed faster than someone joining a messy one. Explore takes longer again if your team has to build reports rather than just read them. We scope training after reviewing your setup, so the plan follows your queues instead of a standard course length.
Do you run Zendesk training for new employees?
Yes. New starter training covers the views, macros and processes your team actually uses, taught on real tickets from your queues. We write the onboarding material with your admins and hand it over, so they can keep it current as the setup changes. For the wider program around a new hire, see our guide to onboarding customer service agents.
Can you train our team on a Zendesk setup someone else built?
Yes. We review the existing configuration first, including triggers, automations, macros and views, so we understand what is there before we teach it. Where the setup makes a workaround quicker than the right process, we change the configuration as well. Review, training and configuration stay with one team by design, so the context from the review carries straight into the sessions.
Should we train now or wait until we change our Zendesk setup?
If a rebuild is planned, train after the change. Teaching agents a process you are about to replace means doing the training twice. When you are mid-project or planning a rebuild, fold training into that work so people learn the final setup. Our Zendesk implementation projects can include agent and admin training for this reason.
What's included in a Zendesk training engagement?
It starts with a review of how your team uses Zendesk today. From there you get role-based sessions on your own tickets, configuration changes that make the trained process the easy one, documentation your admins can maintain, and a follow-up on what stuck. The balance depends on what the review finds. Some teams mostly need agent sessions, while others need admin or Explore work first.