Using Support ticketing system
Agent guide for Support
- About the Zendesk Agent Workspace
- Quick reference: Before and after activating the Agent Workspace
- Closing and reopening side conversations
- Viewing and replying to side conversations
- Creating side conversations
Zendesk basics
- Launch guide for Zendesk Support
- Support Professional and Enterprise resources
- Zendesk glossary
- Zendesk terminology for Freshdesk users
- Planning your workflow
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
End users and organizations
- Resources for managing users
- Using the new customer profile page (beta)
- Managing custom organization fields
- Managing custom user fields
- Managing organizations
Tickets
- CCs and followers resources
- Multibrand resources
- Spam prevention resources
- Configuring omnichannel routing (beta)
- Balancing your agent workload with capacity rules (beta)
Channels
- Web Widget (Classic) resources
- Accessing the My Apps page for your installed Support apps
- Setting up the Google Developer console for the Google Play integration
- Setting up and using Google Analytics for the Web Widget (Classic)
- Admin's guide to the Zendesk API
- Email resources
- Getting started with email - Part 1: How the email channel works
- Testing your email setup
- Getting started with email - Introduction
- Understanding simplified email threading
Workflows
- Triggers resources
- Triggers recipes reference
- Automations resources and recipes
- Workflow recipes reference
- Understanding placeholder suppression rules
Reporting
- 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
Integrations
See all 5 articlesZendesk Support app for mobile
- About the Zendesk Support mobile app
- Using CCs, followers, and @mentions on your mobile device
- Working with tickets in the Support mobile app
- Searching data on your mobile devices
- Working with views in the Support mobile app
Extending Zendesk Support
- About Conversational Data Orchestration
- Creating webhooks in Admin Center
- Managing webhooks
- Converting HTTP targets to webhooks
- Setting up the Time Tracking app