A Zendesk instance is only as effective as the people using it. Even the best-configured system fails when agents do not know how to use it efficiently, or when admins lack the skills to maintain and improve it over time.
Helpando’s training and consulting service is led by Fabian Dittrich – a former Zendesk employee who has delivered training to support teams across Europe, the Americas, and Asia Pacific. We tailor every session to your team’s experience level, your specific Zendesk configuration, and your business goals.
Frontline agents handling tickets every day. We cover the Zendesk interface, ticket management best practices, using macros and shortcuts, working with views, communication templates, and how to meet SLA targets and maintain high CSAT scores.
Admins who own the Zendesk configuration. Training covers user and group management, triggers and automations, SLA policies, business hours, custom fields, Zendesk Explore reporting, and integrations management.
Leaders who need to use Zendesk’s reporting capabilities, set up meaningful dashboards, interpret CSAT and SLA data, and coach their teams based on real performance metrics.
Teams who have just purchased Zendesk and need to get up to speed quickly. We deliver structured onboarding covering everything a new team needs from basic navigation to advanced configuration.
We travel to your office and deliver full-day or multi-day training sessions in person. We have delivered onsite training in the UK, Germany, Spain, the Netherlands, the US, and beyond.
Live online sessions delivered via video call. Efficient, flexible, and easily recorded for future reference. Available for individual team members or large groups across multiple time zones.
Monthly or quarterly consulting check-ins where we review your Zendesk setup, answer questions, advise on new features, and help your admin team make ongoing improvements.
We deliver training in three languages: English, German, and Spanish. One of the few Zendesk training providers able to serve DACH, LATAM, and US teams in their native language.
Led by a former Zendesk employee. Fabian Dittrich worked at Zendesk before founding Helpando in 2013. That insider perspective shapes every training we deliver.
Tailored to your configuration. We build the training around how your team actually uses the platform, not a generic slide deck.
Practical, not theoretical. Every session includes hands-on exercises in your live Zendesk environment.
Follow-up support included. After every training session, we provide 14 days of follow-up Q&A support via email.
Agent training is typically half a day (3 to 4 hours) or a full day. Admin training is usually a full day. We agree on format and duration during the scoping call.
Yes. We deliver in English, German, and Spanish. Remote sessions can include participants from multiple offices and time zones simultaneously.
Yes. We provide a summary document covering key topics and a reference guide your team can use on the job.
Contact us to discuss your team’s needs and we will propose a training format and timeline that works for you.
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