Support Professional and Enterprise resources

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

• Support Enterprise
• Support Professional and Enterprise

Support 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
• Contextual workspaces
  • Setting up contextual workspaces
• Custom roles
  • Creating custom roles and assigning agents
• Email:
  • Archiving email notifications
• Multiple brands:
  • Multibrand resources
• Security:
  • Adding a credit card identification field (last four digits)
• Sandbox:
  • Creating a sandbox environment to test changes

• 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

Support Professional and Enterprise only

• Agents:
  • Adding an agent alias
• Apps:
  • Setting up 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 satisfaction (CSAT):
  
  • CSAT resources
• Dynamic content and multiple languages:
  • Providing multiple language support with dynamic content
  • Exporting and importing dynamic content
  • Adding multiple languages to Zendesk Support
• Exporting data:
  • Exporting data to a CSV or XML file
• Service level agreements (SLAs)
  • SLA resources
• Security
  
  • Automatically redacting credit card numbers from tickets
• Users and organizations:
  • Enabling multiple organizations for users