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Team members and groups


Enabling agents to assign tickets to their groups

What's my plan? Admins can assign tickets to any group. Agents can assign tickets, manually or via a ma...

Edited Jun 21, 2024

0 votes  ·  13 comments

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Allowing agents to change the ticket requester

What's my plan? You can allow agents to change the requester on a ticket. For example, agents may want to c...

Edited Jan 13, 2025

0 votes  ·  5 comments

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Preventing agents from starting and replying to side conversations

What's my plan? To prevent agents in custom roles from starting and replying to side conversations, you m...

Edited Jan 30, 2025

0 votes  ·  15 comments

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Understanding and checking agent seat usage

What's my plan? When you purchase Zendesk Suite or Support, you purchase a number of agent seats,...

Edited Sep 30, 2024

3 votes  ·  24 comments

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Adding an agent alias

What's my plan? Agents can create an alias to use as a user name on all communications with the ticket requester....

Edited Jul 11, 2024

11 votes  ·  15 comments

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About unified agent status

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Agent statuses Unified a...

Edited Oct 15, 2024

0 votes  ·  22 comments

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Creating custom unified agent statuses

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Agent statuses Note:...

Edited Aug 28, 2024

3 votes  ·  53 comments

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53

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Analyzing agent state and activity

You must have the Agent Workspace to use the dashboard described in this article. Zendesk Ex...

Edited Jul 26, 2024

0 votes  ·  21 comments

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Turning on idle timeout for unified agent statuses

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Idle ...

Edited Aug 28, 2024

2 votes  ·  29 comments

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Managing the unified agent statuses available to your agents

What's my plan? Quick Look: Admin Center > Objects and rules > Omnichannel routing > Agent statuses Unified ...

Edited Jun 21, 2024

0 votes  ·  14 comments

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