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  1. Zendesk help
  2. 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
See all 35 articles

Additional ticket channels

  • ★ Managing unified conversations in the Zendesk 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
  • Using the notifications list to manage conversations
  • Using ticket tabs to manage conversations
See all 32 articles

Ticket management

  • ★ Accessing your views of tickets
  • Filtering tickets in a view to refine results
  • Viewing and understanding SLA targets
  • Creating views to manage ticket workflow
  • Managing your views
  • Accessing and using the Views admin page
See all 19 articles

Ticket automation and collaboration

  • ★ Macros resources
  • Using the smart assist panel (EAP)
  • Using macros to update tickets
  • Creating macros for tickets
  • Creating macros from existing tickets
  • Organizing and managing your macros
See all 23 articles

Customer management and profiles

  • ★ Adding end users
  • Resending a verification email
  • Searching users, groups, and organizations
  • Updating ticket requesters and organizations
  • Managing users in multiple organizations
  • Merging a user's duplicate account
See all 15 articles

Zendesk Support app for mobile

  • ★ About the Zendesk Support mobile app
  • Using CCs, followers, and @mentions on your mobile device
  • Working with tickets in the Support mobile app
  • Searching data on your mobile devices
  • Working with views in the Support mobile app
  • Using notifications in the Zendesk Support mobile app
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