Support Professional and Enterprise resources

This article includes resources for setting up and using features available only on the following Support plans:

• Enterprise
• Professional and Enterprise

Tip: To learn more about being an administrator, check out the Zendesk admin training courses.

Enterprise only

• Audit log:
  • Viewing the Audit log for changes
  • Removing PII from the audit log
• Agents:
  • Setting up Guided mode
• Business rules:
  • Analyzing your business rules
  • Viewing the trigger revision history
  • Setting up skills-based routing
  • Using skills-based routing
  • Previewing macros
• Contextual workspaces
  • Creating contextual workspaces
  • Setting up contextual workspaces
  • Managing contextual workspaces
• Custom roles
  • Creating custom roles and assigning agents
  • Managing custom roles
• Customer engagement:
  • Creating and using customers lists
• Email:
  • Archiving email notifications
  • Adding social media buttons to your emails
• Integrations
  • Setting up Shopify profiles and events for Sunshine in Support
• Multiple brands:
  • Multibrand resources
• Security:
  • Adding a credit card identification field (last four digits)
• Sandbox:
  • Testing changes in your sandbox
    
  • Using messaging in your sandbox
• Ticket fields and forms:
  • Applying ticket forms to tickets
  • Creating conditional ticket fields
  • Creating multiple ticket forms to support different request types
  • Creating private ticket groups
  • Gather customer info with ticket fields and forms
  • Managing your ticket forms 
  • Presenting ticket forms to end users

Professional and Enterprise only

• Agents:
  • Adding an agent alias
  • Avoiding agent collision
  • Understanding Light Agent permissions
• Apps:
  • Extending Zendesk with top apps
  • Setting up the Time Tracking app
  • Using the Time Tracking app
• Business hours:
  • Setting your schedule with business hours and holidays
• Business rules:
  • Filtering business rules
  • Using business rules to share tickets
• Customer engagement:
  
  • Using CSAT (customer satisfaction ratings)
  • Viewing customer satisfaction score and ratings
  • Working with satisfaction reasons
  • Creating and using customers lists
• Dynamic content and multiple languages:
  • Providing multiple language support with dynamic content
  • Exporting and importing dynamic content
  • Adding multiple languages to Zendesk Support
  • Using liquid markup to support multiple languages in automations, triggers, and macros
• Exporting data:
  • Exporting data to a CSV or XML file
• Integrations:
  • Extending Zendesk with top integrations
• Reporting:
  • Activating Explore and configuring your access
  • Explore resources
• Service level agreements (SLAs)
  • SLA resources
• Security
  
  • Automatically redacting credit card numbers from tickets
• Ticket fields and forms:
  • Creating ticket forms to support multiple request types
  • Managing your ticket forms
  • Creating conditional ticket fields
• Users and organizations:
  • Enabling multiple organizations for users
  • Managing users in multiple organizations
  • Changing the ticket's organization for users in multiple orgs