Key User training

Start with the basics.

Course for all Rexpondo users: interface, work flow and functions.

Jen Smith

Rexpondo operator

Who is it aimed at

Who

Objectives

This course is aimed at users of the Rexpondo platform.

In addition to the basics of using the Helpdesk, participants will learn how Rexpondo works from the agent interface together with the workflows for mapping the ticket lifecycle using practical examples.

At the end of the course, the participant will be able to use Rexpondo independently according to his or her needs.

Course details

Location and modality

Online or classroom training, at your company or in an another suitable location.

Lenght

8 hours.

Material required

Each participant must have his or her own laptop with a web browser installed (preferably Google Chrome) and Rexpondo.

Prerequisites

Basic knowledge required to participate in the course.

Web browser

Good knowledge of the use of a web browser.

Email

Good knowledge of the use of an email client.

Program

The structure of the lessons may vary according to the starting level of the participants.

Lesson 1

Definition of terms: queue, agents and customers, tickets and items, status, priority,
escalation, ticket types, services and SLAs
Operator and customer interface: Rexpondo input screens (e.g. masks for telephone tickets, e-mail tickets)
The typical life cycle of the ticket

Lesson 2

Use of templates and automatic responses
Working with code and workflows
Efficient use of the knowledge database

Do you need further information?

Fill out the form and send us your request. We will provide you with all the necessary information.