Using Support ticketing system
Zendesk basics
- Launch guide for Zendesk
- Support Professional and Enterprise resources
- Zendesk glossary
- Top feature recommendations for business-to-consumer (B2C) support
- Top feature recommendations for business-to-business (B2B) support
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
Ticket management
- Multibrand resources
- Spam prevention resources
- About system ticket rules
- About open vs. pending and on-hold tickets
- About ticket fields
Ticket customization
- Editing and managing ticket forms
- Activating custom ticket statuses
- Creating custom ticket statuses
- Viewing your ticket statuses
- Managing ticket statuses
Ticket automation and collaboration
- CCs and followers resources
- Making sense of unexpected intelligent triage predictions
- Using AI to summarize and enhance ticket comments (EAP)
- Resources for Zendesk Advanced AI
- Zendesk AI overview
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
- About SLA policies and how they work
- Defining SLA policies
- Defining group SLA policies for internal teams
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