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
- Monitoring service incidents
Managing security and user access in Zendesk Support
- Security resources for Zendesk Support
- GDPR 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 users resources
- Changing an agent's role and status
- Resetting user passwords
- Deleting users
- Bulk importing organizations
Tickets
- CCs and followers resources
- Multibrand resources (Enterprise)
- Spam prevention resources
- Best practices for altering your custom ticket fields
- Getting started with CC and followers for admins
Channels
- Web Widget resources
- Installing and configuring the WhatsApp in Zendesk Support integration
- Admin's guide to the Zendesk API
- Setting up the Google Developer console for the Google Play integration
- About Zendesk Support channels
- 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 best practices and recipes reference
- Workflow recipes reference
- Designing automated ticket workflows
Reporting
- Understanding your reporting options
- Activating Zendesk Explore
- Insights resources (Professional and Enterprise)
- Using the Reporting Overview
- Setting up Insights (Professional and Enterprise)
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
- Zendesk Support recipes reference
- Zendesk Support best practices docs
- Fine Tuning: How to piece together your ideal Zendesk
- Insights recipe: First reply time by event (version 2)
- Insights recipe: Reporting on internal tickets
Integrations
- Legacy Salesforce integration resources
- Jira integration resources
- Salesforce: Getting started with legacy Zendesk for Salesforce Integration
- Salesforce: Installing the legacy Zendesk for Salesforce integration in Salesforce
- Salesforce: Choosing Zendesk for Salesforce features
Zendesk 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, alternatives, and future plans
- Installing and using the Linked Ticket app
- Installing and using the Pathfinder app (Professional Add-on and Enterprise)
- Using the Zendesk Marketplace
- Creating webhooks with the HTTP target
Support tips
- Selectively hiding Help Center components using Curlybars
- Web Widget & Chat advanced customization
- Conditional Fields app: What you need to know BEFORE you edit, or remove ticket fields
- Setting up a requests-only (tickets-only) Help Center (Guide Professional and Enterprise)
- Using Liquid markup to set agent signatures