Getting started
Set yourself up for success with onboarding guides
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Find solutions for common issues
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Product guides
Make the most of your Zendesk setup with our comprehensive documentation
Best practices and how-tos
Find tips and step-by-step tutorials for common use cases
Agent guide
Agent guide for the Zendesk Suite
Policies and programs
Review Zendesk policies, agreements, programs, and services
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About the Zendesk Agent Workspace
About the ticket lifecycle and ticket statuses
Saving Zendesk Support searches
Working with tickets
Adding comments to tickets
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Managing unified conversations in the Zendesk Agent Workspace
Working with Apple Messages for Business in the Agent Workspace
Setting your status for messaging and live chat
Automatically accepting live chat and messaging conversations in the Agent Workspace
Using help center content in your tickets without leaving Agent Workspace
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Accessing your views of tickets
Categorizing your views
Merging related tickets based on suggestions
Sorting and filtering tickets in a view to refine results
Creating views to build customized lists of tickets
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Macros resources
Summarizing ticket comments using generative AI
Using auto assist to help agents solve tickets
Using AI to generate a first reply in a ticket
Using quick answers for generative search in tickets
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Adding end users
Adding your agent signature to ticket comments and email notifications
Resending a verification email
Searching users, groups, and organizations
Updating ticket requesters and organizations
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Creating and managing unassigned shifts (EAP)
Requesting to take unassigned shifts (EAP)
Starting and ending your day in the Zendesk WFM time tracker
Viewing and managing your schedule as an agent
Using task lock
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About the Zendesk Support mobile app
Installing and configuring 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
