Using Support ticketing system
Zendesk basics
- Launch guide for Zendesk Support
- Support Professional and Enterprise resources
- Zendesk glossary
- Zendesk terminology for Freshdesk users
- Planning your workflow
Tickets
- CCs and followers resources
- Multibrand resources
- Spam prevention resources
- Intelligent triage use cases and workflows (EAP)
- Best practices for getting started with intelligent triage (EAP)
Getting started with the Zendesk Agent Workspace
- Documentation resources for the Zendesk Agent Workspace
- Resources for upgrading to the Zendesk Agent Workspace
- Migrating to the Zendesk Agent Workspace
- Activating and deactivating the Zendesk Agent Workspace
- Evaluating your account for upgrading to the Zendesk Agent Workspace
Security and user access in Zendesk Support
- Using comment flags to help defend against email spoofing
- Removing personally identifiable information from the audit log
- Security resources for Zendesk Support
- Privacy and data protection law resources for Support
- Viewing the audit log for changes
Measuring success
- Understanding your reporting options
- Analyzing the metrics that matter to improve customer support
- CSAT resources
- Defining OLA policies using internal SLAs and child ticket side conversations
- Analyzing your Support activity
Multiple language support
- Translating macros using dynamic content
- Configuring Zendesk Support for your locale and language
- Zendesk product support by language
- Zendesk language support by product
- Adding multiple languages to Zendesk Support
Best practices and recipes
- Zendesk Support recipes reference
- Boosting team productivity
- Zendesk Support best practices docs
- Fine Tuning: Best Practices for Ticket Deflection
- Zendesk best practices for assessing business impact