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Zendesk Support
Zendesk Support
All Help Centers
Getting Started
Knowledge Base
Community
Knowledge Base
Using Support
Getting started with Support
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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Agent Guide
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Introduction to the Support agent interface
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Zendesk Support search reference
Using macros to start side conversations (add-on)
About flagged tickets from registered users who are not signed-in
Using side conversations in tickets (add-on)
Updating your name and profile picture
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Zendesk basics
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Support Professional and Enterprise resources
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Zendesk glossary
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Best practices docs
Release notes
About the system font stack
Enabling email notifications for service incidents
More
User access and security
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Security and sign-in resources
Tips to combat spam and protect your business
Security best practices
Configuring end-user access and sign-in
Managing end-user settings
Setting the password security level (Professional and Enterprise)
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Users, groups, and organizations
Deleting users
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
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Tickets
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Multibrand resources (Enterprise)
Enabling and disabling side conversations (add-on)
Working with ticket fields
Using custom ticket fields in business rules and views
Changing your ticket ID starting number
Options for letting end users submit tickets with forms
More
Channels
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Web Widget resources
About Zendesk Support channels
Using Web Widget to embed customer service in your website
Adding custom tags to Web Widget tickets from specific pages
Configuring components in the Web Widget
Adding the Web Widget to your website or Help Center
More
Email
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Email resources
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Getting started with email - Part 1: How the email channel works
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Getting started with email - Part 2: Incoming email requests and notifications
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Getting started with email - Part 3: Outgoing email notifications
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Getting started with email - Part 4: Common email channel problems
Customizing the delimiter text in emails
More
Support workflow
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Triggers resources
Setting up triggers for side conversations (add-on)
Using skills-based routing (Enterprise)
Using Liquid markup to customize the formatting and placement of text in comments and email notifications
Modifying a notification trigger to return a response based on business hours
Using Liquid markup to support multiple languages in automations, macros, and triggers (Professional and Enterprise)
More
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
Analyzing skills-based reporting activity (Enterprise)
Adding drill in to your Insights reports
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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Automations best practices and recipes reference
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Triggers best practices and recipes reference
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Best practices and recipes reference
Fine Tuning: How to build your ideal workflow
Fine Tuning: How to piece together your ideal Zendesk
Insights recipe: First reply time by event (version 2)
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Integrations
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Salesforce integration resources
Slack for Zendesk Support integration FAQ
Installing and using the Linked Ticket app
Using the Slack for Zendesk integration
Understanding and installing the Slack for Zendesk Support integration
Restricting access to projects in your JIRA integration
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Zendesk Support app for mobile
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About the new Zendesk Support mobile app
Zendesk Support for iOS 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 Windows Phone Updates and Release Notes
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)
More
Developer resources
Use the Zendesk Support API
Extend Zendesk Support
Embed Zendesk Support
Develop for Zendesk Guide
Develop for Zendesk Talk
Support tips
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About Support Tips
How to completely hide the Sign up button from your Help Centre
How to set up two Zendesk SSO integrations
Enabling admin access for Chat-only agents
Automatically logging in to Chat via Support instance
REST API gives 200 response but request didn't work
More
Using Guide
Zendesk Guide basics
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Guide resources
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Getting started with Guide: Setting up
About the Zendesk Guide plan types
Browsers supported by Help Center and Guide
About Help Center end-user search
About search engine optimization (SEO) in Help Center
More
Setting up Zendesk Guide
Understanding Guide roles and privileges
Changing the address of your Help Center subdomain (host mapping)
Migrating existing content to Help Center
Preparing a SSL certificate for upload to Zendesk
Changing an agent's role to grant Guide Manager privileges
Restricting Help Center access to signed-in end-users
More
Using themes and customizing your Help Center
About the standard theme and custom themes in Help Center
Using the standard Copenhagen theme in Help Center
Branding your Help Center
Customizing your Help Center theme (Guide Professional and Enterprise)
Previewing your Help Center theme
Guide theming limits
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Supporting multiple languages in Help Center (Guide Professional and Enterprise)
Configuring your Help Center to support multiple languages (Guide Professional and Enterprise)
Localizing Help Center content (Guide Professional and Enterprise)
Managing translations for categories and sections (Guide Professional and Enterprise)
Managing Help Center translations for articles (Guide Professional and Enterprise)
Using the knowledge base in Help Center
Understanding Guide user permissions for knowledge base access (Professional and Enterprise)
Creating management permissions to define agent editing and publishing rights (Professional and Enterprise)
Setting agent editing and publishing permissions on knowledge base articles
Creating user segments for Guide user permissions (Guide Professional and Enterprise)
Setting view permissions on articles with user segments
Managing user segments (Guide Professional and Enterprise)
More
Using the Community in Help Center (Guide Professional and Enterprise)
Submitting and tracking support requests in Help Center (Guide Professional and Enterprise)
Allowing agents to edit and delete posts in the community (Guide Professional and Enterprise)
Applying user segments to restrict access to community content (Guide Professional and Enterprise)
Managing community discussion topics (Guide Professional and Enterprise)
Managing community posts (Guide Professional and Enterprise)
Disabling your Help Center community (Guide Professional and Enterprise)
More
Working with the Knowledge Capture app
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Knowledge Capture app resources
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Opening the Knowledge Capture app
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Workflows for created and flagged articles using the Knowledge Capture app (Guide Professional and Enterprise)
Searching and linking articles using the Knowledge Capture app
Flagging articles with the Knowledge Capture app (Guide Professional and Enterprise)
Creating articles with the Knowledge Capture app (Guide Professional and Enterprise)
More
Working with Answer Bot (Guide add-on)
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Answer Bot resources
Using Answer Bot with your web forms
Understanding Answer Bot (for administrators)
Working with Answer Bot (for agents)
Enabling, disabling, and setting up Answer Bot
Analyzing your Answer Bot Activity
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
Best practices: Developing content for your knowledge base
Best practices: Six things to think about before setting up a community
Best practices: Measuring and optimizing your self-service channels
Best practices for finding customer issues to start your knowledge base
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Using Talk
Setting up Zendesk Talk
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Zendesk Talk resources
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Getting started with Zendesk Talk
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Getting Started with Zendesk Talk: Best practices for phone support
Zendesk Talk call recording FAQ
Determining your Zendesk Talk staffing requirements
Configuring Zendesk Talk settings for the Web Widget
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Using Zendesk Talk
Viewing your Zendesk Talk usage and credit history
Understanding how Talk calls become tickets
Setting up your browser or phone for calls
Optimizing Zendesk Talk quality
Receiving and placing calls in Zendesk Talk
Managing Zendesk Talk
Managing individual number settings
Monitoring calls with the Live calls dashboard (Talk Professional and Enterprise)
Managing Zendesk Talk numbers
Managing recording options in Zendesk Talk
Managing outgoing greetings
Determining which agents can use Zendesk Talk (Talk Team, Professional, and Enterprise)
More
Reporting for Zendesk Talk
About the Talk Enterprise Monthly Diagnostics Check
Analyzing call activity with the Talk Team dashboard
Analyzing call activity with the Talk Professional dashboard
Zendesk Talk dashboard metrics reference (Talk Team, Professional, and Enterprise)
Analyzing call data with Insights (Talk Professional and Enterprise)
Providing SMS support with Text
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Getting started with Text (Team, Professional, and Enterprise)
Reviewing Text history
Automating SMS support with Text triggers (Talk Team, Professional, and Enterprise)
Adding and managing Text numbers (Talk Team, Professional, and Enterprise)
Using Text notifications with triggers: Recipes and tips
Text usage pricing (Talk Team, Professional, and Enterprise)
Advice and troubleshooting
Billing and Account Settings
Apply a promo code
Are agent and admin roles priced differently?
Are CAA records required for Zendesk-Provisioned SSL?
Are self-signed SSL certificates permitted?
Can I change the currency of my Chat account from USD?
Can I get a refund for my cancelled subscription?
More
User access and security
Users are getting malicious content and red harmful programs warning screens when trying to access ticket attachments
"invalid_grant" error when requesting an OAuth Token
"Please use one of the options below to sign in" error
Agent group permissions and searching tickets
Agent suddenly downgraded to end-user
Agents directed to SSO from Help Center login
More
Users, groups, and organizations
"invalid_grant" with OAuth token and using username and password
"User is requester on tickets that are not closed error"
Add or remove agent forwarding numbers using Zendesk API
Bulk updating users
Can end-users share an email address?
Can I be notified when a new user is created?
More
Tickets
"Recently viewed tickets..." preview is blank
A trigger notification should have gone out, but did not – additional considerations
Adding the SLA breach countdown to your views
An incident ticket connected to a problem ticket cannot be updated
Are tickets and ticket data kept permanently on my Zendesk?
Can a custom field calculate an equation?
More
Email
""Net::IMAP::NoResponseError:Duplicate folder name (Failure)" for GMail Connector
Agent name in personalized email replies and comments
Answer Bot Notifications are not compatible with the deprecated {{Header}} placeholder
Are outgoing emails in Zendesk encrypted to end-users?
Are SMIME Emails supported?
Are there any space or sending limitations on email notifications imposed by Zendesk?
More
Social Media
Auto response Facebook private messages
Can I create a Twitter ticket by @mentioning myself?
Can my customers give a satisfaction rating via Facebook and Twitter?
Facebook Business Manager for Zendesk
Facebook tickets for scheduled posts create tickets immediately rather than at the scheduled time
Facebook: How can I set up an auto reply for Facebook tickets?
More
Zendesk Guide
How can I copy my content from one Help Center to another?
What are the customer portal ticket statuses?
Why am I seeing differences in Google Analytics versus Help Center reporting overview?
Accessing SVG asset in Help Center template not working
Can agents submit requests from the Help Center?
Can I add a disclaimer to a specific ticket form in Help Center?
More
Zendesk Talk
About opt-out keywords for Zendesk Text
Alert customers of your Text only support line
Are callbacks included in wait time metrics?
Are end-users notified when a call is recorded in Zendesk Talk?
Call not coming through with the 'Record using a phone' option
Can a Zendesk Talk IVR menu be used to route calls after hours?
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?
Chat Desktop Notifications
Chat mobile app authentication error
More
Web Widget
Can I change the size of my 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?
Can I have more than one Web Widget?
Can I remove the error about open source software from the console?
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?
Automation with "Hours since assignee update" is not firing
Automations based on ticket subjects
Can a trigger run retroactively on tickets?
Can I automatically set priority on tickets for my SLA targets?
More
Reporting and performance
Generating a user last login date list
How are the Home dashboard KPIs calculated?
"Unexpected end of string" error in the Insights Metric Editor
Agent touches in Insights
Average vs Median
Calculating the total average of individually averaged values
More
Multiple language support
Can incoming tickets automatically be translated into my preferred language in Support?
Are CSAT surveys multi-lingual?
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
More
Add-ons
Can Answer Bot suggest articles based on a user's locale?
Can I bulk import users into a customer list?
Does Answer Bot learn from deleted tickets?
I receive an error when trying to send a NPS survey
Talk and Chat for light agents
Why is there a delay when Answer Bot marks a ticket as solved?
Apps and Integrations
Does Zendesk offer an embeddable contact form?
"Unsaved changes" warning appears when trying to exit out of a ticket with no changes made
401 Console Errors on JIRA
Add Support tickets under accounts using Salesforce Lightning
Attaching Box app 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 and 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 SDK
[Support SDK / Chat SDK] Where can I see what your Mobile SDKs look like?
[Support SDK] Breakdown of features and limitation per plan
Is it possible to embed the Help Center using Android WebView?
Why do the links in my articles not open in-app in the Support Mobile SDK?
Mobile Support SDK: Why are all of my end-users called Mobile App User?
Why do all requests from the Mobile Support SDK suddenly fail with a 403 Forbidden error code?
More
Mobile
Can I use my installed apps and integrations on the Zendesk Support mobile app?
Chat mobile app authentication
iOS/Android Support App: How to fix the error 'No plain text comment available'
New views and macros are not being displayed in my iOS Support App
Why can't I sign in to my Zendesk Support Mobile app (iOS or Android)?
Zendesk Support mobile app for Android is crashing
Zendesk Inbox
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Inbox documentation
Can I make a contact form or Web Widget for my Inbox account?
How can I change my email notification preferences in Inbox?
How do we change when team members receive conversation notifications?
What is the "Inbox" in my Inbox account?
What's happening
Recent activity
Featured
Introduction to the Support agent interface
Zendesk Support search reference
Support Professional and Enterprise resources
Zendesk glossary
Best practices docs
Security and sign-in resources
Multibrand resources (Enterprise)
Web Widget resources
Email resources
Getting started with email - Part 1: How the email channel works
Getting started with email - Part 2: Incoming email requests and notifications
Getting started with email - Part 3: Outgoing email notifications
Getting started with email - Part 4: Common email channel problems
Triggers resources
Zendesk Insights recipes reference (Professional and Enterprise)
Zendesk Insights resources (Professional and Enterprise)
SLA resources
NPS resources
Automations best practices and recipes reference
Triggers best practices and recipes reference
Best practices and recipes reference
Salesforce integration resources
About the new Zendesk Support mobile app
About Support Tips
Guide resources
Getting started with Guide: Setting up
Knowledge Capture app resources
Opening the Knowledge Capture app
Workflows for created and flagged articles using the Knowledge Capture app (Guide Professional and Enterprise)
Answer Bot resources
Self-service best practices docs and tips
Zendesk Talk resources
Getting started with Zendesk Talk
Getting Started with Zendesk Talk: Best practices for phone support
Getting started with Text (Team, Professional, and Enterprise)
Announcing Guide Team Publishing Reporting for Insights
Unlock the power and potential of your agents with Zendesk Guide
Announcing multiple theme templates for categories, sections, and articles
Announcing Zendesk Talk Overflow and After Hours Routing
New! Skills-based Routing Enhancements (Updated October 17)
Current and upcoming Zendesk betas
Announcing new Guide user permissions
Inbox documentation
Announcements
View All
Announcements
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Announcing Guide Team Publishing Reporting for Insights
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Unlock the power and potential of your agents with Zendesk Guide
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Announcing multiple theme templates for categories, sections, and articles
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Announcing Zendesk Talk Overflow and After Hours Routing
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New! Skills-based Routing Enhancements (Updated October 17)
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Announcing new Guide user permissions
More
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