Course Details

Actions Certification

This certification course provides training on the Actions components of the platform. You’ll learn about centralizing ticket management and automating workflows.


Recommended time to complete this course is 45 minutes. Your progress is saved as you go. If you can’t finish in one sitting, you can come back to it later.

Note: If you do not have access to all of these features, they are not included in your coursework. You can still complete the course, but the certification quiz requires knowledge of all modules.

Learning Objectives

After completing this course, you should be able to do the following:

1 Describe the ticket life-cycle from creation to close.
2 Understand what a ticket SLA is and how time is tracked for a ticket.
3 Review how to take action on tickets without leaving the Dashboard tab.
4 Summarize automation options for tickets.
5 Identify metrics to measure your team's performance in resolving tickets.


Think you’ve mastered this course? Use the course quiz to assess your knowledge and join the certification club!
Quick notes about the quiz:

  • You must complete all course topics to unlock the certification quiz.
  • The quiz includes 10 questions about the course material.
  • You must achieve an 80% to pass.
  • You can take the quiz multiple times.
  • Review the quiz results to view question explanations.
Thanks for your participation. Good luck!

Help, I’m Lost!

Visit our training page to learn how to access the course.