Zendesk Overview

Zendesk Overview

Get all of the 'how-to' information you need using Zendesk, our main portal for support and access to our knowledge base.

About this course

Welcome to Lucidworks Academy! As you begin to explore what Lucidworks software has to offer, you are bound to run into questions that come to mind. Zendesk is our platform we use to report service tickets, connect you to fellow Lucidworks customers and get you the self-service how to information that you may need. 

Goal: After taking this course, you will be able to utilize Zendesk as the main portal connecting you to our support team and our knowledge base. 

Course Checkpoints:

  • Understand how the current support model is setup to serve Customers at Lucidworks
  • Understand the different severity statuses and what each means
  • Locate the knowledge base and identify how to search for self-service
  • Create a service request through the help portal, email or voicemail
  • Identify how  to escalate an issue if needed

Audience:

  • Customers that wish to access the knowledge base and/or submit service requests

Duration: ~30 minutes 

Curriculum

  • Course Overview
  • Lexicon
  • Checkpoint 1
  • Lucidworks Support System (eLearning)
  • Checkpoint 2
  • Severity Status (eLearning)
  • Knowledge Check
  • Checkpoint 3
  • Logging in and Portal Navigation (eLearning)
  • Knowledge Check
  • Checkpoint 4 & 5
  • Submitting Support Requests (eLearning)
  • Knowledge Check
  • Next Steps
  • Additional Resources
  • Next Steps

About this course

Welcome to Lucidworks Academy! As you begin to explore what Lucidworks software has to offer, you are bound to run into questions that come to mind. Zendesk is our platform we use to report service tickets, connect you to fellow Lucidworks customers and get you the self-service how to information that you may need. 

Goal: After taking this course, you will be able to utilize Zendesk as the main portal connecting you to our support team and our knowledge base. 

Course Checkpoints:

  • Understand how the current support model is setup to serve Customers at Lucidworks
  • Understand the different severity statuses and what each means
  • Locate the knowledge base and identify how to search for self-service
  • Create a service request through the help portal, email or voicemail
  • Identify how  to escalate an issue if needed

Audience:

  • Customers that wish to access the knowledge base and/or submit service requests

Duration: ~30 minutes 

Curriculum

  • Course Overview
  • Lexicon
  • Checkpoint 1
  • Lucidworks Support System (eLearning)
  • Checkpoint 2
  • Severity Status (eLearning)
  • Knowledge Check
  • Checkpoint 3
  • Logging in and Portal Navigation (eLearning)
  • Knowledge Check
  • Checkpoint 4 & 5
  • Submitting Support Requests (eLearning)
  • Knowledge Check
  • Next Steps
  • Additional Resources
  • Next Steps