Agent guide

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

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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

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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

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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

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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

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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