Using Support ticketing system
Zendesk basics
- Support Professional and Enterprise resources
- Using User / Organization Tags to Set Drop-Down Ticket Fields
- Top feature recommendations for business-to-consumer (B2C) support
- Top feature recommendations for business-to-business (B2B) support
- Zendesk terminology for Freshdesk users
Setting up 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
Ticket management
- Multibrand resources
- Merging related tickets based on AI suggestions (EAP)
- About system ticket rules
- About open vs. pending and on-hold tickets
- About ticket fields
Ticket customization
- Configuring the essentials card
- Editing and managing ticket forms
- Activating custom ticket statuses
- Creating custom ticket statuses
- Understanding and activating live conversation translation
Ticket automation and collaboration
- CCs and followers resources
- Automatically detecting sensitive information for redaction (EAP)
- Using intelligent triage to identify and act on ticket escalations
- Viewing and managing intelligent triage predictions
- Routing automatically triaged tickets using standalone skills-based routing
Security and user access in Zendesk Support
- What Do I Need to Do to Comply with PCI?
- Is Zendesk PCI Compliant?
- Using comment flags to help defend against email spoofing
- Removing personally identifiable information from the audit log
- Security resources for Zendesk Support
Measuring success
- Understanding your reporting options
- Analyzing the metrics that matter to improve customer support
- Using the customizable CSAT experience (EAP)
- About SLA policies and how they work
- Defining SLA policies
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
Customer service best practices and recipes
- Zendesk Support recipes reference
- Zendesk Support best practices docs
- Best practices for boosting agent productivity with AI features
- Best practices for creating custom layouts
- Best practices for using Zendesk Advanced AI in your industry