Frequently asked questions (F.A.Q.)

Good news: Online registration is now open. Click here to reserve your spot.

Online registration will close Monday, March 2, 2020, at 5:00pm PST.

Yes, registration will close once we’re sold out.

For information on group rates, email us at [email protected].

You should receive an email shortly after registering with a link that will let you log back in and update your information.

There is a promo code section on the second page of our registration form. Please enter your code there and make sure it successfully applied before paying for your ticket.

Relate accepts several methods of payment: Visa, MasterCard, Discover, and American Express. Payment must accompany your registration. Registrations without payment will not be processed.

Prefer to pay by check? Please email us at [email protected] for more information.

Please provide us a written cancellation by 5:00 PM (PST) prior to February 4, 2020, will be refunded, less a $150.00 (USD) processing fee. There will be no refunds for cancellations received after 5:00 PM (PST) onFebruary 4, 2020. Please email us all information regarding cancellations at [email protected].

If you are unable to attend, you may transfer your registration to another person by March 2, 2019.

Interested in sponsoring? Email our team for more info.

In 2020, Relate is taking place at the Miami Convention Center at 1901 Convention Center Dr.

Pre-conference Zendesk Training and Certification Day will take place on March 3, and Relate will take place on March 4-5.

Yes, take advantage of our negotiated room rates listed in the Location tab of this site. Rooms at these discounted rates are limited and will sell out, so don’t wait to book.

Use our Location’s page to decide which hotel you’d like to stay at and follow the link to reserve your room at our discounted rate.

The following will be provided for Full Pass Attendees: (AM/PM snack, opening reception in expo hall, breakfast, lunch, snacks, and small bites at reception.

The tracks are there to guide you through different content buckets, but the sessions inside of them can be attended by anyone. You’re able to go to sessions from each track or stick to one, it’s up to you! 

You can request a visa letter to assist in obtaining your visa to attend Relate. You must register for the conference prior to requesting a visa invitation. Please send an email to [email protected] and provide the following information:

First name on passport
Last name on passport
Full name on registration
Country of origin
Passport number
Passport expiration date
Date of birth
Full address of your local United States embassy/consulate
*Please note that by requesting a visa letter, this does not guarantee that your local authorities will grant a visa to attend Relate.

Business casual attire is always a good look. We recommend a jacket for air conditioned rooms.

If you have lost an item while at Relate, please visit our information desk (at the Miami Convention Center).

Zendesk Training Day is a day of deep-dive product training and hands-on exercises for Admins to enhance their Zendesk skills. We will also be offering certification. All sessions at the Zendesk Training Day are interactive. They’ll include demos, hands-on exercises, and lots of lab time and Q&A with our trainers. Training sessions and certification exams are paid events that run concurrently.

The Training Day is on March 3, 2020 at the Miami Convention Center. Registration and breakfast open at 8:30 AM, with training to start promptly at 9:00 AM. We will learn together until 5:00 PM.

More information about registering for training coming soon.

Track option 1 – Zendesk Support for Admins, I and II Training (Agenda)

In this full day track, you’ll learn the key features of Zendesk Support including User roles and permissions, Views, Macros, Triggers, Automations, SLAs, Ticket and User fields. Equally important you’ll also learn how to configure them and use them in combination so that you meet your business goals–whether you’re a small organization or a large enterprise. The sessions will consist of presentations, hands-on exercises, breakout groups and teamwork, plus plenty of time for Q&A so that you get your most pressing questions answered. And you’ll walk away a lot more confident about how you should set up (or clean up) your Zendesk Support.

What you’ll learn (Learning objectives):

  • Login and navigate the dashboard
  • Review a ticket and its properties
  • Use ticket fields to gather information
  • Use shared views to enhance agent productivity
  • Use shared macros to boost agent efficiency
  • Create additional support email addresses
  • Define agent access in Zendesk Support
  • Use groups to improve agent workflow
  • Use organizations to provide targeted customer service
  • Use event-based triggers to save your agents time
  • Use time-based automations to reduce agent workload

Track option 2 – Advanced Topics in Zendesk Support, I and II Training (Agenda)

Have you already taken Zendesk Support for Admins I & II? Are you eager to build on your knowledge and optimize your Zendesk? In this full-day track for admins, you’ll learn in depth about some of our most frequently asked about features. In the first part of the day, you’ll learn more deeply how to add and manage your end users with our user permissions and authentication features as well as how to manage your queue with merge, deletion and recovery. You’ll then turn to business rules, diving into triggers, automations and SLAs and how to use them with other features. As we explore those topics, we’ll teach you how to meet the needs of your use case and make sure you have our best practices in hand. This session is meant for users who have been using Zendesk for sometime and want to deepen their knowledge. It’s also an ideal refresher for anyone preparing for the Zendesk Support Certification Exam for Administrators. Strongly recommend first taking: Zendesk Support for Admins, I and II.

  • Add and manage your end users
  • Manage your queue with ticket merge, deletion and archiving
  • Recover suspended tickets
  • Manage and modify how your customers access and authenticate into your Zendesk
  • Build and manage triggers to leverage different features and support your workflow
  • Build schedules and set the schedules of tickets
  • Create SLAs so that your operations align with your customers expectations

Track option 3 – Zendesk Guide, I and II Training  (Agenda)

In this full day track, you’ll learn the key features of Zendesk Guide, our robust yet easy to set up self-service product. You’ll learn the main components of Guide, tools for branding and customization, and then we’ll focus on the tools that enable ticket deflection: the Web Widget, Answer Bot, Knowledge Base and the Community. The sessions will consist of presentations, hands-on exercises, breakout groups and teamwork, plus plenty of time for Q&A so that you get your most pressing questions answered. And you’ll walk away a lot more confident about how you should set up (or clean up) your Zendesk Guide.

What you’ll learn (Learning objectives):

  • Learn the structure and components of Guide
  • Define access levels
  • Brand your Help Center
  • Build content for your knowledge base
  • Manage content in your Help Center
  • Assess the utility of your Help Center
  • Customize your Help Center theme
  • Create multiple Help Center for your different brands
  • Realize additional ticket deflection strategies
  • Set up and configure the Web Widget
  • Set up and configure Answer Bot
  • Build and manage your Community
  • Leverage your entire team and the KC App to grow your Knowledge Base

Track option 4 – Explore, I and II Training (Agenda)

If you’re new to Explore, this is the event for you! In this full day track, you’ll learn the key features of Zendesk Explore, our robust analytics product. You’ll start the day learning how to navigate Explore and its pre-built features, then you’ll move on to creating custom queries and dashboards for your business. In the afternoon, you’ll take it up a level and learn how to create a dataset as well as how to use results manipulation and calculations to create even more targeted reports that are tailored to your use case. Note: Prior to attending this event, customers must activate Explore in their accounts (or in a trial) and make sure that it is populated with some ticket data

  • Get to Know Explore
  • Navigate Explore and its Pre-built Dashboards
  • Create Custom Queries
  • Add, Customize and Share Dashboards
  • Create a New Dataset
  • Clone a Query to Your Dataset and Customize it
  • Use Results Manipulations to Change Your Query Results
  • Create Queries Using Calculations
  • Use Advanced Filters on Your Dashboard

In the event that a refund is needed, you’ll receive a full refund up to 7 days prior to the event. After that point (when we have 6 days or fewer to go before the event) you may transfer your ticket to a friend or colleague and change the name on the registration, but no refund will be issued.

Yes! We will start the day with a light breakfast at 8:30AM. Lunch will also be provided. We will have beverages available throughout the day as well.

Yes. Please bring your laptop and power cord. We’ve designed the day to be interactive. You’ll work within Zendesk and discover the tools that will help you be successful.

We have a whole host of training options, all viewable on For online trainings we recommend checking out our On-Demand offerings. We also have a number of Training Packages that can help you get up and running quickly. If you’re new to our training system, you’ll need to create a new account (this is different from your Zendesk login). You can do that here.

A Zendesk product certification proves that you have best-in-class product expertise. It means you’ve taken an exam to prove your skills and that your mastery in the product is endorsed by Zendesk.

Certification: Zendesk Support Administrator (more info)

Certification: Zendesk App Developer I (more info)

Certification exams will take place on March 2, 2020 at the Miami Convention Center.. There are three time-slots offered: 9AM, 12AM, 3PM

More information about registering for certification coming soon.

If you have paid and can’t attend we can issue you a voucher to take the exam online instead. There are no refunds for certification exams.

Certification exams run less than 2 hours, therefore meals are not included as part of this offering.

Please bring your government issued ID, driver’s license or passport to verify your identity.

Although there are no exam prerequisites, Zendesk recommends test takers have at least 3 months of consistent product use as a Zendesk Support Administrator and know the concepts covered in the following courses:

  1. Zendesk Support Essentials
  2. Defining Users Roles and Responsibilities
  3. Ticket Workflows
  4. Certification Prep Course