Training Ticket

This app has been really great. Does what it says it will do. Originally, we just needed a simple way to train our new hires--take a couple of your most common questions and turn them into "practice tickets" and assign your agents a "course". Easy! Then we expanded the team with BPOs (overseas contractors). Being able to test them on the common tickets they'd encounter day-to-day before interacting with customers was clutch. The app continues to be super useful beyond onboarding. With the contractors, we assign them new Training Ticket courses monthly to ensure they understand new product/process info before supporting customers and just to generally level-up their capacity over time.

I really loved this app. It cut our training time/onboarding time. I had three new hires at the same time and there's nothing like practicing Zendesk AND real cases on the actual platform they'll be using. The app was easy to install and easy to use/add training tickets on the manager side. Our agents felt much more confident once they hit the desk as they familiar with the types of cases and with our internal work flows. I recommend it.