Agent guide for Support
- About the Zendesk Agent Workspace
- Closing and reopening side conversations
- Viewing and replying to side conversations
- Creating side conversations
- Understanding the warning banner in the customer context panel
- Creating articles in Knowledge
- Enabling and disabling suggested macros
- Searching, linking, and quoting content in tickets
- Flagging articles in Knowledge
- Using suggested macros
- Managing unified conversations in the Zendesk Agent Workspace
- Receiving and sending messages in the Zendesk Agent Workspace
- Composing messages in the Zendesk Agent Workspace
- Agent interface overview (video)
- Working with tickets
- Using the context panel in the Zendesk Agent Workspace
- Resizing the ticket properties panel
- Redacting ticket content in the Zendesk Agent Workspace
- Adding comments to tickets
- Updating and solving tickets
- Searching tickets
- Adding other agents or end users to a ticket
- Manually assigning a ticket
- Serving chats in the Zendesk Agent Workspace
- Working with Chat tags in the Zendesk Agent Workspace
- Sharing chats with other agents in the Zendesk Agent Workspace
- Working with authenticated end users in the Zendesk Agent Workspace
- Receiving and placing calls in the Zendesk Agent Workspace
- Using ticket tabs to manage conversations
- Using the notifications list to manage conversations
- About the Zendesk Agent Workspace
- Closing and reopening side conversations
- Viewing and replying to side conversations
- Creating side conversations
- Understanding the warning banner in the customer context panel
- Creating articles in Knowledge
- Enabling and disabling suggested macros
- Searching, linking, and quoting content in tickets
- Flagging articles in Knowledge
- Using suggested macros
- Managing unified conversations in the Zendesk Agent Workspace
- Receiving and sending messages in the Zendesk Agent Workspace
- Composing messages in the Zendesk Agent Workspace
- Agent interface overview (video)
- Working with tickets
- Using the context panel in the Zendesk Agent Workspace
- Resizing the ticket properties panel
- Redacting ticket content in the Zendesk Agent Workspace
- Adding comments to tickets
- Updating and solving tickets
- Searching tickets
- Adding other agents or end users to a ticket
- Manually assigning a ticket
- Serving chats in the Zendesk Agent Workspace
- Working with Chat tags in the Zendesk Agent Workspace
- Sharing chats with other agents in the Zendesk Agent Workspace
- Working with authenticated end users in the Zendesk Agent Workspace
- Receiving and placing calls in the Zendesk Agent Workspace
- Using ticket tabs to manage conversations
- Using the notifications list to manage conversations