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Ticket basics


About the Zendesk Agent Workspace

What's my plan? The Zendesk Agent Workspace enables agents to work seamlessly across Zendesk channels, all...

Edited Oct 09, 2024

22 votes  ·  136 comments

22

Votes

136

Comments


About the ticket lifecycle and ticket statuses

What's my plan? Every ticket has a lifecycle. A ticket’s lifecycle consists of the differ...

Edited Oct 31, 2024

0 votes  ·  0 comments

0

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0

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Saving Zendesk Support searches

What's my plan? In Zendesk Support, you can search for data, such as ticket properties, user properties, co...

Edited Sep 20, 2024

2 votes  ·  4 comments

2

Votes

4

Comments


Working with tickets

What's my plan? Quick Look: Click the Views icon () in the sidebar. As an agent, your primary responsibility is...

Edited Oct 09, 2024

24 votes  ·  55 comments

24

Votes

55

Comments


Adding comments to tickets

What's my plan? Once a ticket has been created and is assigned to an agent, it's the agent's job ...

Edited Sep 12, 2024

6 votes  ·  32 comments

6

Votes

32

Comments


Composing messages in the Zendesk Agent Workspace

What's my plan? The Zendesk Agent Workspace includes a flexible message composer that enables agents to work seaml...

Edited Aug 01, 2024

5 votes  ·  22 comments

5

Votes

22

Comments


Changing a ticket comment from public to private

What's my plan? After you have submitted a ticket, you can change a public comment to private by making it an inter...

Edited Jun 21, 2024

9 votes  ·  23 comments

9

Votes

23

Comments


Switching among Zendesk products

What's my plan? You can easily switch from one Zendesk product to another using the product tray. Products ...

Edited Oct 08, 2024

57 votes  ·  8 comments

57

Votes

8

Comments


Understanding when email replies become public or private comments

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings Ther...

Edited Jan 13, 2025

2 votes  ·  38 comments

2

Votes

38

Comments


Viewing customer context for user, history, and device information

What's my plan? This article describes how to view customer context in the context panel, including additio...

Edited Jul 11, 2024

11 votes  ·  49 comments

11

Votes

49

Comments


Writing drafts of public replies in tickets

What's my plan? When you’re composing messages in a ticket, it’s important to make sure everything is correct befor...

Edited Jun 21, 2024

1 vote  ·  31 comments

1

Vote

31

Comments


Using the context panel

What's my plan? The Zendesk context panel provides valuable information you can use to get a better underst...

Edited Nov 01, 2024

5 votes  ·  22 comments

5

Votes

22

Comments


Resizing the ticket properties panel

What's my plan? You must have the Zendesk Agent Workspace activated to use this feature. In a ticket, the ticket ...

Edited Jun 21, 2024

1 vote  ·  23 comments

1

Vote

23

Comments


Searching tickets

What's my plan? Full text searches return results from all the data in Zendesk Support. To search ...

Edited Sep 17, 2024

17 votes  ·  51 comments

17

Votes

51

Comments


Adding attachments to ticket comments

What's my plan? Agents can add attachments to ticket comments from the agent interface and by email. End us...

Edited Sep 06, 2024

4 votes  ·  3 comments

4

Votes

3

Comments


Updating and solving tickets

What's my plan? Throughout a ticket's lifecycle, both requesters and agents often need to ask ...

Edited Oct 31, 2024

7 votes  ·  28 comments

7

Votes

28

Comments


Manually assigning a ticket

What's my plan? Depending on how you manage incoming support requests, tickets may be aut...

Edited Oct 04, 2024

14 votes  ·  18 comments

14

Votes

18

Comments


Adding other agents or end users to a ticket

What's my plan? You can include additional agents or end users on tickets, if you have the right permissions....

Edited Jun 21, 2024

3 votes  ·  2 comments

3

Votes

2

Comments


Using CCs and followers

What's my plan? This article describes an updated CCs and followers experience. If your account was cr...

Edited Jan 27, 2025

13 votes  ·  45 comments

13

Votes

45

Comments


Best practices for using email clients with CCs and followers

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings With...

Edited Jan 13, 2025

1 vote  ·  0 comments

1

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0

Comments


Redacting ticket content

What's my plan? Customers sometimes enter sensitive information such as credit card numbers, social securi...

Edited Jan 13, 2025

8 votes  ·  120 comments

8

Votes

120

Comments


Working with ticket tags

What's my plan? Tags are words, or combinations of words, you can use to add more context to ...

Edited Jun 21, 2024

2 votes  ·  42 comments

2

Votes

42

Comments


Applying ticket forms to tickets

What's my plan? A ticket form is a set of predefined ticket fields for a specific support ...

Edited Oct 15, 2024

3 votes  ·  2 comments

3

Votes

2

Comments


Working with problem and incident tickets

What's my plan? Problem-and-incident tickets are useful when a problem or service interruption is reported by ...

Edited Jun 21, 2024

16 votes  ·  65 comments

16

Votes

65

Comments


Printing tickets

What's my plan? You can print a printer-friendly version of any ticket. You can print individual ...

Edited Jun 21, 2024

14 votes  ·  23 comments

14

Votes

23

Comments


Forwarding an email message to your support address

What's my plan? If your customers occasionally send support requests to your email address instead of your su...

Edited Jun 21, 2024

14 votes  ·  25 comments

14

Votes

25

Comments


Zendesk Support search reference

What's my plan? This article contains tables listing and describing data property keywords and ...

Edited Jan 13, 2025

66 votes  ·  119 comments

66

Votes

119

Comments


Using Zendesk Support advanced search

What's my plan? In addition to full text search, you can search using common search operators ...

Edited Oct 09, 2024

16 votes  ·  26 comments

16

Votes

26

Comments


Searching Zendesk Support data

What's my plan? In Zendesk Support, you can search for data, such as ticket properties, user ...

Edited Oct 31, 2024

6 votes  ·  13 comments

6

Votes

13

Comments


Formatting options for agents

What's my plan? This article describes how admins can allow agents to add bolding, italics, lists, and other format...

Edited Jun 21, 2024

37 votes  ·  30 comments

37

Votes

30

Comments