- Zendesk help
- Agent guide
Agent guide
Agent guide for the Zendesk Suite
Ticket basics
- ★ About the Zendesk Agent Workspace
- Working with tickets
- Adding comments to tickets
- Composing messages in the Zendesk Agent Workspace
- Changing a ticket comment from public to private
- Switching among Zendesk products
Additional ticket channels
- ★ Managing unified conversations in the Zendesk Agent Workspace
- Linking, quoting, and pinning content to tickets
- About Knowledge in Agent Workspace
- Receiving and sending messages in the Zendesk Agent Workspace
- Receiving and placing calls in the Zendesk Agent Workspace
- Translating conversations in the Zendesk Agent Workspace
Ticket management
- ★ Accessing your views of tickets
- Filtering tickets in a view to refine results
- Creating views to build customized lists of tickets
- Managing your views
- Exporting a view of tickets to a CSV file
- Accessing and using the Views admin page
Ticket automation and collaboration
- ★ Macros resources
- Using AI to summarize and enhance ticket comments (EAP)
- Viewing intelligent triage predictions and suggested macros
- Using macros to update tickets
- Creating macros for repetitive ticket responses and actions
- Creating macros from existing tickets
Customer management and profiles
- ★ Adding end users
- Resending a verification email
- Searching users, groups, and organizations
- Using Liquid markup to set agent signatures
- Updating ticket requesters and organizations
- Managing users in multiple organizations