Aimee Spanier

1. Objects and rules
2. Objects and rules documentation
3. Workflows

Fastpath: Admin Center > Objects and rules > Business rules > Skills With skills-based routing, you can set up "skills" and associate each one with individual agents. Fo...

• Aimee Spanier
• Edited February 06, 2023 16:38
• 67 followers
• 31 comments
• 5 votes

1. Messaging
2. Getting started with messaging

Welcome to messaging Get ready to automate! Use these resources to guide you to success with messaging, which allows you to converse with customers via Web Widget, mobile apps, and social messa...

• Aimee Spanier
• Edited February 06, 2023 16:32
• 69 followers
• 2 comments
• 0 votes

1. Support
2. Using Support ticketing system
3. Tickets

One of the best ways to increase agent efficiency and streamline your support tasks is to use routing options to manage your ticket workflows. Routing options provide a power set of tools to make...

• Aimee Spanier
• Edited February 03, 2023 20:06
• 15 followers
• 3 comments
• 3 votes

1. Chat
2. Using Chat for live chat
3. Setting up Zendesk Chat

Note: This article applies to accounts using Zendesk Chat. If you are using messaging, see Setting up notifcation routing for messaging. If you are using messaging with omnichannel, see Enabling...

• Aimee Spanier
• Edited February 03, 2023 03:28
• 75 followers
• 7 comments
• 8 votes

1. Guide
2. Using Guide for help center
3. Setting up Zendesk Guide

You can use Google Analytics to track your help center traffic. Google Analytics is only available for your help center if you are on a Guide Professional or Guide Enterprise plan and have convert...

• Aimee Spanier
• Edited February 02, 2023 16:22
• 69 followers
• 26 comments
• 5 votes

1. Email
2. Managing your email

Review your queue of suspended tickets on a regular basis. Follow review guidelines like the ones suggested below. The guidelines vary depending on how your instance of Zendesk Support is ...

• Aimee Spanier
• Edited February 01, 2023 18:34
• 19 followers
• 2 comments
• 1 vote

1. Email
2. Managing your email

The Suspended Tickets view displays messages describing the cause of suspension for each suspended email. The following table lists the possible descriptions in the view and what each one...

• Aimee Spanier
• Edited January 20, 2023 19:14
• 76 followers
• 27 comments
• 5 votes

1. Email
2. Managing your email

In addition to the Suspended Tickets view, you can set up a suspended tickets notification email that is sent to specific email addresses. In the Suspended Ticket Notifications section of the Tic...

• Aimee Spanier
• Edited January 03, 2023 23:21
• 26 followers
• 6 comments
• 3 votes

1. Email
2. Formatting and customizing your email

You can display user profile photos in your HTML emails. You can also display your company logo next to ticket comments, by using it as your profile photo. However, you should be aware of the cost...

• Aimee Spanier
• Edited January 03, 2023 23:21
• 10 followers
• 3 comments
• 2 votes

1. Email
2. Formatting and customizing your email

Your email notifications can provide a link back to the ticket being discussed: This type of link is defined in a trigger or automation, not in the template itself. For example, most of th...

• Aimee Spanier
• Edited January 03, 2023 23:21
• 10 followers
• 3 comments
• -2 votes