{"showBanner":false,"urlFilters":[],"type":"warning","title":"Service Incident","content":"We are investigating reports of customers being unable to use our Zendesk Widget for support. If you need urgent assistance, please reach out to serviceincident@zendesk.com. For more information, .","linkURL":"https://support.zendesk.com/hc/en-us/articles/4577692745114-Service-Incident-May-4th-2022-Zendesk-ZBot-Widget-unavailable","linkText":"please read this announcement"}
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  1. Zendesk help
  2. Support
  3. Using Support ticketing system
  4. Agent guide for Support
  1. Zendesk help
  2. Support
  3. Using Support ticketing system
  4. Agent guide for Support

Agent guide for Support

  • About the Zendesk Agent Workspace
  • 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
  • Translating conversations in the Zendesk Agent Workspace
  • Switching among Zendesk products
  • About Knowledge in the context panel and the Knowledge Capture app
  • About the Zendesk Agent Workspace
  • 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
  • Translating conversations in the Zendesk Agent Workspace
  • Switching among Zendesk products
  • About Knowledge in the context panel and the Knowledge Capture app
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