Using Support
Agent guide for Support
- Introduction to the Support agent interface
- Zendesk Support search reference
- Agent interface overview video
- Working with tickets
- Adding comments to tickets
Zendesk basics
- Launch guide for Zendesk Support
- Support Professional and Enterprise resources
- Zendesk glossary
- Planning your workflow
- Welcome to the Collaboration add-on
Security and user access in Zendesk Support
- Security resources for Zendesk Support
- Privacy and data protection law resources for Support
- Viewing the Audit log for changes (Enterprise)
- Checking devices and applications that accessed your account
- Enabling anyone to submit tickets
Users, groups, and organizations
- Managing user resources
- Preventing agents from starting and replying to side conversations (Enterprise)
- Accessing and using the People page
- Changing an agent's role and status
- Resetting user passwords
Tickets
- CCs and followers resources
- Multibrand resources (Enterprise)
- Spam prevention resources
- Optimizing your ticket forms for a better agent and end-user experience
- Understanding and optimizing ticket forms
Channels
- Web Widget resources
- Social messaging resources
- Setting up and using Google Analytics for the Web Widget
- Reporting with the Social Messaging add-on
- Sending automatic responses to social messages (Social Messaging add-on)
- Email resources
- Getting started with email - Part 1: How the email channel works
- Getting started with email - Part 2: Incoming email requests and notifications
- Getting started with email - Part 3: Outgoing email notifications
- Getting started with email - Part 4: Common email channel problems
Workflows
- Triggers resources
- Triggers recipes reference
- Automations resources and recipes
- Workflow recipes reference
- Understanding placeholder suppression rules
Reporting
- Understanding your reporting options
- Activating Explore and configuring your access
- Using the metrics that matter to improve customer support
- Analyzing your Support activity with Explore
- Using the Reporting Overview
Multiple language support
- Configuring Zendesk Support for your locale and language
- Language codes for Zendesk-supported languages
- Adding multiple languages to Zendesk Support (Professional and Enterprise)
- Providing multiple language support with dynamic content (Professional and Enterprise)
- Exporting and importing dynamic content (Professional and Enterprise)
Best practices and recipes
- Boosting team productivity
- Zendesk Support recipes reference
- Zendesk Support best practices docs
- Gaming companies share tips on using AI in customer support
- Fine Tuning: How to piece together your ideal Zendesk
Integrations
See all 5 articlesZendesk Support app for mobile
- About the Zendesk Support mobile app
- Working with tickets in the Support mobile app
- Searching data on your mobile devices
- Using CCs, followers, and @mentions in the Support mobile app
- Zendesk Support for iOS Release Notes
Extending Zendesk Support
- v1 app removals and alternatives
- Creating webhooks with the HTTP target
- Setting up the Time Tracking app (Professional and Enterprise)
- Example: Integrating the HTTP Target with Slack
- Setting up and using the Basecamp target