Product updates
Getting Started
Training
Getting to know Zendesk
- Introduction
- Lesson 1: From support requests to tickets
- Lesson 2: Organizing tickets and users
- Lesson 3: Solving tickets
- Lesson 4: Helping customers help themselves
- Lesson 5: Business rules
Product news and updates
Release notes
- Release Notes thru 2015-01-23
- Release Notes thru 2015-01-16
- Release Notes thru 2014-12-12
- Release Notes thru 2014-12-05
- Release Notes thru 2014-11-21
- Release Notes thru 2014-11-14
Announcements
- ★ Service Disruption - February 27th
- ★ Check out the February Fine Tuning: Phone support and Zendesk Voice
- ★ Introducing Gmail go-to actions for Zendesk
- ★ Breaking changes for Internet Explorer 8 users in Help Center
- ★ Introducing Zendesk Embeddables for Web and Mobile
- Service Disruption - February 23rd, 2015
Mobile updates and known issues
- Zendesk for Windows Phone: Updates and Known Issues
- Zendesk for JIRA 2.0: Release Notes and Known Issues
- Twitter integration: Known Issues
- Zendesk for BlackBerry: Updates and Known Issues
- Zendesk for Android: Updates and Known Issues
- Zendesk for JIRA 1.0 (Deprecated): Release Notes and Known Issues
API updates
- [BREAKING] REST API Authentication changes
- [BREAKING] API will no longer include via.source for non-Voice comments
- [BREAKING] "via_type" to change to "via_id" when viewing Triggers via API
- [BREAKING] Response when applying macros via API to change
- Scheduled Maintenance - Notification API
- Issues with apps not loading when using ZAT v1.16.0 for testing
Administrators
Getting Started Guide
- Getting Started guide overview
- Core concepts for Getting Started with Zendesk
- Where to go next
- Assigning tickets to agents
- Working with views
- Branding your Zendesk
Zendesk basics
- ★ Plus and Enterprise resources
- Adding a custom favicon to your Zendesk
- Branding the agent interface
- "Going Beyond Support with Customer Engagement" Webinar Resources
- "Empowering Your Customers with Self-Service" Webinar Resources
- "Using Zendesk to Communicate Effectively with Your Customers" Webinar Resources
User access, sign-in, and security
- Security best practices
- Configuring how end-users access and log in to your Zendesk
- Setting up an open Zendesk
- Setting up a restricted Zendesk
- Setting up a closed Zendesk
- Setting up to provide email-only support
Users, groups, and organizations
- Using bulk user delete for spam control
- Adding custom fields to organizations
- Adding custom fields to users
- Managing users
- Assuming end-users
- Understanding light agent permissions (Enterprise)
Tickets and channels
- Working with attachments in tickets
- Setting up Zendesk Chat
- Voice resources
- Using the Mobile SDK to embed customer service in your app
- Using Web Widget to embed customer service in your website
- Managing numbers in Zendesk Voice
Configuring and using your email channel
- ★ Email resources
- ★ Getting started with email in Zendesk
- Setting up SPF for Zendesk to send email on behalf of your email domain
- Adding support addresses for users to submit tickets
- Digitally signing your email with DKIM or DMARC (Plus and Enterprise)
- Passing an email to your support address
Managing your support workflow
- About triggers
- Using "Hours since...is" and "Hours since...greater than" in automations
- About automations and how they work
- Using the "Ticket Received At" condition
- Triggers help
- Setting your business hours and holidays (Plus and Enterprise)
Searching the data in your Zendesk
Supporting multiple languages
- Language codes for Zendesk supported languages
- Configuring your Zendesk to support multiple languages (Plus and Enterprise)
- Configuring your Zendesk for your locale and language
- Exporting and importing dynamic content (Plus and Enterprise)
- Providing multiple language support with dynamic content (Plus and Enterprise)
- Detecting an end-user's language from an email message
Help Center
- ★ Help Center resources
- Getting started with Help Center
- Migrating from the Web portal to the Help Center
- Customizing Help Center
- Contributor guide to Help Center
- Managing community content in the Help Center
Setting up integrations
- Using the Zendesk Agent Notification App
- Updating a ticket when the status of a JIRA issue changes
- Salesforce: Choosing Zendesk for Salesforce features
- Setting up Zendesk for JIRA OnDemand integration
- Using the Zendesk for JIRA OnDemand integration
- Setting up and using Zendesk for SugarCRM
Extending your Zendesk
Reporting and performance
- ★ Insights resources (Plus and Enterprise)
- Insights: Release notes and known issues for metrics and reports
- Understanding and restricting user permissions in Insights (Plus and Enterprise)
- Using the Backlog Dataset in Insights (Plus and Enterprise)
- Reporting on Business Hours in Insights (Plus and Enterprise)
- Understanding disconnected date dimensions in Insights (Plus and Enterprise)
Zendesk Classic and Web Portal
- Preventing spam in Web portal
- Changing default text strings with JavaScript
- Appending locale IDs to language restricted forum content URLs (Web portal)
- Creating and managing content in your Web portal
- Setting up and managing your Web portal
- Pinning articles (Web portal)
Best practices and recipes
- Funneling orders through Zendesk
- Insights recipe: Reviewing SLA performance in Insights
- NPS best practices: Analyzing your Net Promoter Score® results and taking action
- NPS best practices: The most effective way to send a Net Promoter Score® survey
- NPS best practices: What is Net Promoter Score® and how does it help me?
- Insights tag reporting: Showing which other tags are present with one specified tag (Plus and Enterprise)
Support tips & notes
- Making your email notifications simpler and more meaningful
- Displaying a RSS feed in your Help Center
- Auto-fill the Web Widget Contact Form
- Common issues with email deliverability
- Generating a HAR file for troubleshooting
- Zopim Trigger Conditions & Actions Reference
Agents
Agent Guide
- Using the Time Tracking app (Plus and Enterprise)
- Using Zopim Chat
- Viewing a ticket's audit trail
- Working with audio attachments
- Managing your customer lists
- Creating and using customer lists
Developers
Zendesk Apps framework
- ★ Zendesk developer docs and resources
- Zendesk Apps tutorial - Sending data to a server
- Zendesk Apps tutorial - Displaying data
- Zendesk Apps tutorial - Accessing external data
- Zendesk Apps tutorial - Getting data from agents
- Building your first Zendesk app - Part 1: Laying the groundwork
Zendesk REST API
- Common tasks performed with the Zendesk API
- Installing and using cURL
- Zendesk REST API tutorial: Building an OAuth web app
- Zendesk REST API tutorial: Backing up your knowledge base
- Zendesk REST API tutorial - PHP edition
- Zendesk REST API tutorial - Python edition
Reference docs
Zopim Chat
Setting up Zopim
- Automatically send chat transcripts with email piping [Beta]
- Working with triggers
- Customizing the chat widget
- Automatically route chats to departments
- Defining Zopim agent workflows
- Creating a schedule with operating hours
Using Zopim
Zopim analytics and overview tools
Zopim API
- Zopim REST API (Beta) - Reporting Bugs and Giving Feedback
- Zopim REST API (Beta) - Feedback
- Changing the widget language via API
- Tagging visitors using mobile devices via API
- Making the widget pop up after a certain amount of time via API
- Identifying visitors via API
Zopim integrations
- Integrating with UserVoice
- Integrating with Batchbook
- Integrating with JIRA
- Integrating with Highrise
- Installing Zopim for Webs.com
- Installing Zopim for MyBB
What's happening
Promoted articles
- Service Disruption - February 27th
- Check out the February Fine Tuning: Phone support and Zendesk Voice
- Introducing Gmail go-to actions for Zendesk
- Breaking changes for Internet Explorer 8 users in Help Center
- Introducing Zendesk Embeddables for Web and Mobile
- Plus and Enterprise resources
- Email resources
- Getting started with email in Zendesk
- Help Center resources
- Insights resources (Plus and Enterprise)
- Zendesk developer docs and resources