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- 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
- 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
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
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
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