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Managing unified conversations in the Zendesk Agent Workspace

What's my plan? To help you manage unified conversations in the Zendesk Agent Workspace, this topic descri...

Edited Oct 09, 2024

3 votes  ·  10 comments

3

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10

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Working with Apple Messages for Business in the Agent Workspace

In Agent Workspace, agents can converse with customers who come in through their Apple Messages for Business channe...

Edited Jan 23, 2025

0 votes  ·  0 comments

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Setting your status for messaging and live chat

Tip: If your admin has activated omnichannel routing for your account, this status menu is replaced b...

Edited Mar 20, 2024

0 votes  ·  0 comments

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Automatically accepting live chat and messaging conversations in the Agent Workspace

When your admin turns on auto-accept functionality, the Conversation and Accept buttons no longer appear in the Age...

Edited Jun 21, 2024

0 votes  ·  2 comments

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Using help center content in your tickets without leaving Agent Workspace

What's my plan? The knowledge section in the context panel lets agents access the knowledge base, community ...

Edited Feb 10, 2025

1 vote  ·  6 comments

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6

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Translating live conversations in the Zendesk Agent Workspace

Agents can communicate with end users and even if they are using different languages, using automatic live convers...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Linking, quoting, and pinning help center content to tickets you're working on

What's my plan? Agents can use the knowledge section of the context panel while working on tickets to search for co...

Edited Feb 10, 2025

1 vote  ·  11 comments

1

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11

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Receiving and sending messages in the Zendesk Agent Workspace

What's my plan? Note: You must have the Zendesk Agent Workspace and at least one web or social messaging ch...

Edited Jun 21, 2024

2 votes  ·  32 comments

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Receiving and placing calls in the Zendesk Agent Workspace

What's my plan? This article describes a few of the main talk features that you can use in the Zendesk Age...

Edited Aug 05, 2024

1 vote  ·  4 comments

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4

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Using the notifications list to manage conversations

What's my plan? This article describes how to use your notifications list to manage your social and web mess...

Edited Jun 21, 2024

2 votes  ·  18 comments

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18

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Using ticket tabs to manage conversations

What's my plan? This article describes how to use tabs to help manage conversations in Zendesk agent interf...

Edited Dec 04, 2024

3 votes  ·  26 comments

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26

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Setting your agent status for Support, Messaging, and Talk with omnichannel routing

What's my plan? Tip: If you're not using omnichannel routing, see Setting your Talk agent status and Setting yo...

Edited Aug 28, 2024

2 votes  ·  19 comments

2

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19

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Working with authenticated end users in the Zendesk Agent Workspace

What's my plan? If enabled by a Zendesk administrator, agents can work with authenticated Chat visitors and authen...

Edited Jun 21, 2024

1 vote  ·  4 comments

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4

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Flagging articles for updates while working on tickets

What's my plan? Agents can use the knowledge section of the context panel to flag help center article...

Edited Feb 10, 2025

0 votes  ·  17 comments

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17

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Creating and requesting articles while working on tickets

What's my plan? Agents can use the knowledge section of the context panel to create or request new he...

Edited Feb 10, 2025

2 votes  ·  29 comments

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29

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Searching for help center content relevant to tickets from Agent Workspace

What's my plan? Agents can use the knowledge section in the context panel while working with tickets to get...

Edited Feb 10, 2025

5 votes  ·  37 comments

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Viewing user profiles from Help Center

When profiles are enabled in Help Center, users can click any user name on an article, post, or comment to op...

Edited Jan 03, 2023

4 votes  ·  9 comments

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9

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Viewing a Help Center for one of your brands

What's my plan? If you have Help Centers for multiple brands, you can easily switch from one He...

Edited Aug 15, 2024

3 votes  ·  6 comments

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6

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Viewing your Help Center activity for articles, posts, and comments in your Support profile

What's my plan? You can see Help Center activity for yourself or another user in the Support user profile. This in...

Edited Jun 21, 2024

5 votes  ·  4 comments

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4

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Setting up your browser or phone for calls

What's my plan? With Zendesk Talk, you can choose between using your web browser or your phone to place and...

Edited Aug 16, 2024

24 votes  ·  17 comments

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Setting your Talk agent state

What's my plan? Note: If your admin has turned on omnichannel routing with the Agent Workspace, you’ll set your s...

Edited Jun 21, 2024

7 votes  ·  20 comments

7

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20

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Receiving and making calls in Zendesk Talk

What's my plan? Once you've set up your browser or phone (see Setting up your browser or phone to take calls), ...

Edited Aug 20, 2024

28 votes  ·  1 comment

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Receiving incoming calls

What's my plan? If you're in Zendesk, online, and receive a call, the call console appears in the uppe...

Edited Jun 21, 2024

5 votes  ·  13 comments

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13

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Making outbound calls

What's my plan? You can make outbound calls from either your browser or your phone. Keep in mind that ...

Edited Jun 21, 2024

3 votes  ·  36 comments

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36

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Putting calls on hold or mute

What's my plan? While on a call, you can put the customer on hold or mute your microphone so that you can ...

Edited Nov 11, 2024

2 votes  ·  2 comments

2

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2

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Transferring calls

What's my plan? You can transfer Talk calls to a group, another agent, or an external number. When you transfer a...

Edited Jun 21, 2024

6 votes  ·  25 comments

6

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25

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Adding a third-party to a conference call

What's my plan? Sometimes, while you are taking a call, it can be useful to consult another person (a third-party)....

Edited Jun 21, 2024

1 vote  ·  3 comments

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3

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Ending Talk calls

What's my plan? You can end a call manually by hanging up. If the customer you're talking t...

Edited Jun 21, 2024

3 votes  ·  3 comments

3

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3

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Pausing and resuming call recordings with agent recording controls

What's my plan? Important: You are responsible for using the recording features in Zendesk Talk ...

Edited Jun 21, 2024

2 votes  ·  2 comments

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2

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Returning callback requests (Talk Professional and Enterprise)

What's my plan? If your administrator has enabled callback from queue (see Allowing customers to request a callba...

Edited Dec 09, 2024

0 votes  ·  2 comments

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