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Knowledge Base
Community
Knowledge Base
Getting Started
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
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Administrators
Zendesk basics
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Share your expertise with our easy-to-use form!
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Professional and Enterprise resources
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Zendesk glossary
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Best practices docs
Enabling email notifications for service incidents
Adding agent seats to your subscription
More
User access and security
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Security and sign-in resources
Accessing your Zendesk account when your SSO service is down
Security best practices
Enabling anyone to submit tickets in Zendesk Support
Permitting only users with approved email addresses to submit tickets
Permitting only added users to submit tickets
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Users, groups, and organizations
Bulk importing organizations
Removing or replacing an agent
Enabling multiple organizations for users (Professional and Enterprise)
Adding custom fields to organizations
Adding custom fields to users
Managing users
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Tickets
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Multibrand resources (Professional Add-on and Enterprise)
Managing ticket fields
About the brand limit
Best Practices: Six steps to success with your Answer Bot
Setting up Answer Bot (EAP)
Understanding Answer Bot (EAP)
More
Channels
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Web Widget resources
Adding custom tags to Web Widget tickets from specific pages
Configuring the components in your Web Widget
Adding the Web Widget to your website or Help Center
Removing the Web Widget from your website or Help Center
Using custom ticket fields and ticket forms with the Web Widget
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Email
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Email help
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Getting started with email in Zendesk Support
Setting up suspended ticket notifications
Causes of suspended tickets
Guidelines for reviewing suspended tickets
About undeliverable bounced email in Zendesk Support
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Support workflow
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Triggers resources
Troubleshooting triggers and automations
Setting up Guided mode (Enterprise)
About triggers and how they work
About automations and how they work
Streamlining workflow with time-based events and automations
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Reporting and performance
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Zendesk Insights recipes reference (Professional and Enterprise)
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Zendesk Insights resources (Professional and Enterprise)
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SLA resources
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NPS resources
Printing reports in Insights
Building custom reports in Insights (Professional and Enterprise)
More
Multiple language support
Configuring Zendesk Support for your locale and language
Language codes for Zendesk-supported languages
Adding multiple languages to Zendesk Support (Professional and Enterprise)
Providing multiple language support with dynamic content (Professional and Enterprise)
Exporting and importing dynamic content (Professional and Enterprise)
Detecting an end-user's language from an email message
Best practices and recipes
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Best practices and recipes reference
Reporting on macros using tags in Insights
Insights recipe: Filtering for follow-up tickets
Insights Recipe: Solved tickets moved between groups
Insights Recipe: Bad ratings with comments
Insights recipe: Average resolution time without Pending or On-hold time
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Integrations
Salesforce: Using the Zendesk Support Bulk Sync feature
Using the JIRA field syncing feature
Configuring JIRA Cloud WebHook for field sync
Setting up the Microsoft Teams - Zendesk Support Integration
Salesforce: Installing the Zendesk for Salesforce app in Salesforce
JIRA: Linked tickets reporting
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Extending Zendesk Support
Installing and using the Pathfinder app (Professional Add-on and Enterprise)
Using the Apps Marketplace
Managing your installed apps
Creating webhooks with the HTTP target
Using the Zendesk Agent Notification App
Setting up the Time Tracking app (Professional and Enterprise)
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Support tips
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About Support Tips
Make your emails stand out by adding a sender avatar
Adding a disclaimer to a specific ticket form in Help Center
Using Google Groups as a support address
Hiding JIRA projects from users (Zendesk for JIRA Integration v3 )
Exposing anchor links in Help Center article and community comments
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Product policies
Business Continuity and Disaster Recovery
Subprocessors and Subcontractors
Zendesk Chat's Data Deletion Policy
Zendesk Support’s Data Deletion Policy
Regional Data Hosting Policy
Zendesk Connect EAP
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What's new in Connect
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Joining the Connect Early Access Program
Using Connect to target all website visitors
Installing the Connect code snippet
Working with Connect segments
Working with Connect campaigns
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Knowledge Capture app (early access customers only)
Installing the Knowledge Capture app (early access)
Using the Knowledge Capture app (early access)
Creating templates for the Knowledge Capture app (early access)
Analyzing your Knowledge Capture activity (early access)
Agents
Agent Guide
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Introduction to the Support agent interface
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Zendesk Support search reference
Adding other agents or end-users to a ticket
Changing a ticket comment from public to private
Adding tables to ticket comments
Adding attachments to ticket comments
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Zendesk Support for mobile
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About the new Zendesk Support mobile app
Zendesk Support for iPhone Release Notes
Working with tickets and views in the Support mobile app
Zendesk Support for Android Release Notes
Using notifications in the Zendesk Support mobile app
Zendesk for iOS Updates and Release Notes
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Zendesk Guide
Setting up Zendesk Guide
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Guide resources
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Getting started with Guide: Setting up
Using Google Tag Manager with your Help Center
Editing user segments (Guide Professional)
Deleting user segments (Guide Professional)
Viewing user segments and where they are applied (Guide Professional)
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Customizing your Help Center
Customizing your Help Center theme
Using the Help Center templating language
Help Center CSS cookbook (Guide Professional)
Help Center JavaScript cookbook (Guide Professional)
Help Center templating cookbook (Guide Professional)
Using the knowledge base in Help Center
Using labels on your Help Center articles (Guide Professional)
Inserting images in articles
Inserting videos in articles
Viewing events in History view (Guide Professional)
Help Center article editor toolbar reference
Organizing knowledge base content in categories and sections
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Using the Community in Help Center
Submitting and tracking support requests in Help Center (Guide Professional)
Allowing agents to edit and delete posts in the community (Guide Professional)
Restricting access to community content (Guide Professional)
Marking content as spam and removing it from your Help Center
About Help Center spam prevention
Help Center guide for end-users
More
Self-service best practices
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Self-service best practices docs and tips
Getting Started with Zendesk Guide: Best practices for self-service
Zendesk Talk
Setting up Zendesk Talk
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Zendesk Talk resources
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Talk Advanced resources
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Getting started with Zendesk Talk
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Getting Started with Zendesk Talk: Best practices for phone support
Standardizing your outbound caller ID
Zendesk Talk number availability and address requirements
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Using Zendesk Talk
Understanding how Talk calls become tickets
Setting up your browser or phone to take calls
Optimizing Zendesk Talk quality
Receiving and placing calls in Zendesk Talk
Managing Zendesk Talk
Monitoring calls with the Live calls dashboard (Talk Advanced)
Managing Zendesk Talk numbers
Managing recording options in Zendesk Talk
Managing outgoing greetings
Determining which agents can use Zendesk Talk (Talk Basic and Advanced)
Routing incoming calls to groups of agents (Talk Basic and Advanced)
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Reporting for Zendesk Talk
Analyzing call activity with the Talk Basic dashboard
Analyzing call activity with the Talk Advanced dashboard
Zendesk Talk dashboard metrics reference (Talk Basic and Advanced)
Analyzing call data with Insights (Talk Advanced)
Providing SMS support with Text
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Getting started with Text (Talk Basic and Advanced)
Automating SMS support with Text triggers (Talk Basic and Advanced)
Adding and managing Text numbers (Talk Basic and Advanced)
Sending proactive outbound texts: Recipes and tips (Talk Basic and Advanced)
Text usage pricing (Talk Basic and Advanced)
Support Tech Notes
Billing and Account Settings
Apply a promo code
Can I get a refund for my cancelled subscription?
Can I purchase different plan licenses for different agents within the same Support account?
Can I retroactively add holidays to a schedule?
Can I schedule a cancellation date for my account?
Can I trial a different plan level than Professional?
More
User access and security
Users are getting malicious content and red harmful programs warning screens when trying to access ticket attachments
ADFS SAML assertion missing user information
Agent group permissions and searching tickets
Agent suddenly downgraded to end-user
Authentication Required window popping up on tickets
Can I add DNS settings, such as DKIM or SPF to Zendesk's domain?
More
Users, groups, and organizations
How can I get a list of users who aren’t associated with any organization?
Bulk updating users
Can end-users share an email address?
Can I be notified when a new user is created?
Can I disable the welcome email for new end-users?
Can SSO (SAML or JWT) create organizations?
More
Tickets
"Recently viewed tickets" preview is blank
A trigger notification should have gone out, but did not – additional considerations
Adding images as hyperlinks in ticket comments
Adding images in a ticket body
Adding the SLA breach countdown to your views
Are tickets and ticket data kept permanently on my Zendesk?
More
Email
Agent name in personalized email replies and comments
Are SMIME Emails supported?
Are there any space or sending limitations on email notifications imposed by Zendesk?
Can I add custom ticket field values to e-mail notifications?
Can I enable personalized email replies for specific agent groups?
Can I send out mass emails campaigns to customers from Zendesk?
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Social Media
Auto response Facebook private messages
Can I create a Twitter ticket by @mentioning myself?
Facebook Business Manager for Zendesk
Some tweets are not creating tickets
When trying to add my Facebook page it says I am not an Administrator
Why aren't comments from Facebook posts being added to tickets?
More
Zendesk Guide
Why am I seeing differences in Google Analytics versus Help Center reporting overview?
Archive Help Center articles
Can agents submit requests from the Help Center?
Can different agents update the Help Center template at the same time?
Can I add attachments to comments in my knowledge base or Community?
Can I add custom fields to my end user's request page?
More
Zendesk Talk
Alert customers of your Text only support line
Are end-users notified when a call is recorded in Zendesk Talk?
Average Wait Time and how to verify when it triggers the message
Call not coming through with the 'Record using a phone' option
Can I add more than one Talk number on the Support Essential or Talk Lite plan?
Can I add my country's number in Text?
More
Zendesk Chat
Can Chat widget customizations carry over to Web Widget after Chat is enabled?
Can I cancel my Zendesk Support account and maintain my associated Zendesk Chat account?
Can I change the timing of my email reports from Zendesk Chat?
Can I have multiple Zendesk Chat accounts integrated with one Zendesk Support account?
Cancel Zendesk Chat
Chat analytics reports are not received via Microsoft Exchange/Office 365 on Phase 2 accounts
More
Web Widget
Can I change the text in the Web Widget?
Can I exclude articles or sections for the Web Widget Help Center search?
Can I have different versions of the Web Widget on different websites?
Changing the color of the Web Widget/ Chat Widget
Custom ticket fields on the Web Widget
How do I display the Web Widget to signed in users only?
More
Business Rules
"Ticket is Created" vs. "Ticket is Updated"
A customer set a ticket to solved in the Help Center support requests, how do I create a trigger to know when this happens?
Agents and customers cannot close tickets
Automation with "Hours since assignee update" is not firing
Automations based on ticket subjects
Can I configure an automation to check conditions in minutes instead of hours?
More
Reporting and performance
Generating a user last login date list
"Unexpected end of string" error in the Insights Metric Editor
Add a sum row or column to Insights reports
Average vs Median
Calculating the total average of individually averaged values
Can I create a view of the Time Tracking app data?
More
Multiple language support
Changing the language of your Support portal
How to tag tickets based on requester's language
I've enabled multiple language support but text isn't translated
Overview of importing dynamic content translations
Send localized content to a web service
Add-ons
Can I bulk import users into a customer list?
Can you edit users from customer lists?
I receive an error when trying to send a NPS survey
Talk and Chat for Light Agents
Why do some users doesn't have their email address listed in my customer list?
Apps and Integrations
Does Zendesk offer an embeddable contact form tool?
401 Console Errors on JIRA
Add Support tickets under accounts using Salesforce Lightning
Apps button missing in agent interface
Attaching Box files to tickets
Authentication for Zendesk Support into Salesforce not working
More
API
Adding a comment to a ticket via the API
API Client Support For Methods/Endpoints
API documentation
API input/import tool
Are API tokens user specific or account wide?
Are ID values in Zendesk capped at a certain length?
More
Mobile
"Invalid view please update the view definition" error message on the mobile app
Can I use my installed apps and integrations on the Zendesk Support mobile app?
Chat mobile app authentication
Chat SDK: How to fix the attachment icon not showing in your mobile app
How can I report on activity my customers do in my Mobile SDK implementations?
Mobile App - Login Issues - iOS or Android
More
Zendesk Inbox
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Inbox documentation
Can I make a contact form or Web Widget for my Inbox account?
How do we add new team members to our Inbox account?
How do we change when team members receive conversation notifications?
What is the "Inbox" in my Inbox account?
What's happening
Recent activity
Featured
Announcing the new trigger edit page
Join us for Relate Live 2017 in New York this October!
New in Zendesk Talk: Outbound Caller ID
New in Support mobile apps - Linking problems and incidents, configuring views, bug fixes
Announcing user segments for managing Help Center access restrictions
Current and upcoming Zendesk betas
What is being removed [updated: July 13th]
How Zendesk removes support for external technologies (browsers, devices and integrations)?
How much notice does Zendesk give for feature removal
How Zendesk communicates feature removal
Why Zendesk removes features and functionality
Share your expertise with our easy-to-use form!
Professional and Enterprise resources
Zendesk glossary
Best practices docs
Security and sign-in resources
Multibrand resources (Professional Add-on and Enterprise)
Web Widget resources
Email help
Getting started with email in Zendesk Support
Triggers resources
Zendesk Insights recipes reference (Professional and Enterprise)
Zendesk Insights resources (Professional and Enterprise)
SLA resources
NPS resources
Best practices and recipes reference
About Support Tips
What's new in Connect
Joining the Connect Early Access Program
Introduction to the Support agent interface
Zendesk Support search reference
About the new Zendesk Support mobile app
Guide resources
Getting started with Guide: Setting up
Self-service best practices docs and tips
Zendesk Talk resources
Talk Advanced resources
Getting started with Zendesk Talk
Getting Started with Zendesk Talk: Best practices for phone support
Getting started with Text (Talk Basic and Advanced)
Inbox documentation
Product news and updates
View All
Announcements
Release notes
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Announcing the new trigger edit page
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Join us for Relate Live 2017 in New York this October!
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New in Zendesk Talk: Outbound Caller ID
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New in Support mobile apps - Linking problems and incidents, configuring views, bug fixes
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Announcing user segments for managing Help Center access restrictions
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Current and upcoming Zendesk betas
More
Release notes
We've moved
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What is being removed [updated: July 13th]
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How Zendesk removes support for external technologies (browsers, devices and integrations)?
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How much notice does Zendesk give for feature removal
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How Zendesk communicates feature removal
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Why Zendesk removes features and functionality
Removal of the Zendesk Windows Phone app
More
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