Agent guide for Support
- Flagging articles in Knowledge
- About the Zendesk Agent Workspace
- About Knowledge in the context panel and the Knowledge Capture app
- 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
- 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
- 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 Chat visitors 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
- Viewing customer context in a ticket
- Viewing and editing your user profile in Zendesk Support
- Flagging articles in Knowledge
- About the Zendesk Agent Workspace
- About Knowledge in the context panel and the Knowledge Capture app
- 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
- 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
- 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 Chat visitors 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
- Viewing customer context in a ticket
- Viewing and editing your user profile in Zendesk Support