Support Solutions Academy — Specialist Certification
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Support Solutions Academy

Specialist Certification

Five missions. One transmission. Issued by Matt Jones, LLC — examined by Addi & Zuma.

Mission 0 / 5 — Pre-flight
BRIEF

Welcome to the console

You just watched the demo. Now you run the desk.

This is the final mission of the presentation. You'll move through five quick tasks that mirror what a real Zendesk support specialist does — and when you transmit at the end, your results land as a live ticket in Matt Jones, LLC's Zendesk, complete with your score on the end-user record.

Mission 1Issue your agent badge (your details)
Mission 2Systems knowledge scan (8 questions)
Mission 3Live ticket drill (work a real ticket)
Mission 4Mission debrief (grade the presentation)
Mission 5Transmit to mission control (send to Zendesk)
M1

Issue your agent badge

This becomes your end-user record in Zendesk

Every person in a CRM is a record. Yours starts here. Your organization is pre-set — the rest is you.

Add your first name.
Add your last name.
Enter a valid email address.
LOCKED ServiceTrade
?
Your Name
End user · ServiceTrade
M2

Systems knowledge scan

Tap an answer — you'll see why on the spot
0 of 8 answeredScore 0 / 8
M3

Live ticket drill

No login required — work it like the real thing

A ticket just landed. Set it up the way a specialist would, write a reply, and submit. There's no single right answer — we're watching your instincts.

LS
Luke Skywalker
Rebel Alliance · luke.skywalker@rebels.org
#10042
"My X-wing's targeting computer won't sync with R2-D2 and I've got a critical mission at dawn. I've tried restarting twice. Please help — this can't wait."
Priority
Status
Assign to
Tags
Reply channel
Apply a macro
Your reply
Public reply — this goes to Luke.
M4

Mission debrief

Grade the presentation you just watched

Rate each area, then set the headline score. The 0–99 score below is the number that lands on your Zendesk record as a custom field.

Final presentation score
75
Strong hire signal
0 · Absolute failurePerfect · 99
M5

Transmit to mission control

This creates a ticket in Zendesk

Here's exactly what gets sent. Nothing leaves this screen until you transmit.

Establishing uplink…
CERTIFIED
Name
SUPPORT SPECIALIST

Transmission received

Your evaluation is now a live ticket in Matt Jones, LLC's Zendesk, and your 0–99 score is written to your end-user record.

REF —

MATT JONES, LLC · SUPPORT SOLUTIONS—NO MATTER THE PROBLEM