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Ticket management


Accessing your views of tickets

What's my plan? Quick Look: In Support, click the Views icon () in the sidebar. Views are a way to group tic...

Edited Sep 23, 2024

9 votes  ·  18 comments

9

Votes

18

Comments


Categorizing your views

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views Views are a way to group tickets bas...

Edited Sep 30, 2024

2 votes  ·  26 comments

2

Votes

26

Comments


Merging related tickets based on suggestions

You must have the Advanced AI add-on to use this feature. The merging suggestions feature identifies tickets ...

Edited Feb 11, 2025

0 votes  ·  11 comments

0

Votes

11

Comments


Sorting and filtering tickets in a view to refine results

What's my plan? Quick Look: In Support, click the Views icon () in the sidebar. Views are a way to group ticke...

Edited Aug 22, 2024

0 votes  ·  12 comments

0

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12

Comments


Creating views to build customized lists of tickets

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views Views are a way to organize your ti...

Edited Jan 27, 2025

46 votes  ·  93 comments

46

Votes

93

Comments


Managing your views

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views You can create views to organize y...

Edited Sep 23, 2024

7 votes  ·  47 comments

7

Votes

47

Comments


Exporting a view of tickets to a CSV file

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views You can export a view to a comma-se...

Edited Jun 21, 2024

1 vote  ·  7 comments

1

Vote

7

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Accessing and using the Views admin page

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Views You can create views to organize you...

Edited Jun 21, 2024

3 votes  ·  15 comments

3

Votes

15

Comments


Creating a ticket on behalf of the requester

What's my plan? There may be times when you need to open a ticket on someone else's behalf. For example, you ...

Edited Oct 31, 2024

10 votes  ·  47 comments

10

Votes

47

Comments


Creating a follow-up for a closed ticket

What's my plan? When a ticket is closed, it can't be altered or reopened. However, any response ...

Edited Jan 13, 2025

17 votes  ·  37 comments

17

Votes

37

Comments


About the custom object records page

What's my plan? Quick Look: Support > Custom objects The Custom object records page in Support provides a comp...

Edited Aug 21, 2024

0 votes  ·  2 comments

0

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2

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Sharing tickets

What's my plan? If you have enabled ticket sharing, you can share tickets with other Zendesk Support accoun...

Edited Jun 21, 2024

4 votes  ·  22 comments

4

Votes

22

Comments


Adding custom object records to capture custom data

What's my plan? Quick Look: Support > Custom objects Zendesk provides many types of native data objects for ...

Edited Nov 26, 2024

0 votes  ·  2 comments

0

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2

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Deleting tickets

What's my plan? Some support teams never delete tickets; they instead move them through their workflow to c...

Edited Nov 06, 2024

9 votes  ·  26 comments

9

Votes

26

Comments


Merging tickets

What's my plan? If needed, you can merge one or more tickets into another ticket. You might do this if you r...

Edited Jun 21, 2024

16 votes  ·  87 comments

16

Votes

87

Comments


Interacting with related object records in tickets

What's my plan? Quick Look: Support > Custom objects When viewing a ticket in the Zendesk Agent Workspace, yo...

Edited Aug 28, 2024

0 votes  ·  2 comments

0

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2

Comments


Marking a ticket as spam and suspending the requester

What's my plan? You can mark a ticket as spam and suspend the requester at the same time. When you mark a tic...

Edited Jun 21, 2024

8 votes  ·  9 comments

8

Votes

9

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Viewing and recovering deleted tickets

What's my plan? When you delete a ticket, it isn't actually permanently deleted. Instead, it is moved into the Dele...

Edited Jun 21, 2024

9 votes  ·  7 comments

9

Votes

7

Comments


Viewing, recovering, and deleting suspended tickets

What's my plan? Some emails may be flagged as spam and be either completely rejected or sent to ...

Edited Jun 21, 2024

6 votes  ·  38 comments

6

Votes

38

Comments


Managing tickets in bulk

What's my plan? Using your views, you can make ticket updates to many tickets at the same time. For example, ...

Edited Dec 04, 2024

12 votes  ·  64 comments

12

Votes

64

Comments


Viewing all events for ticket updates

What's my plan? Quick Look: In a ticket, click Conversations, then select Events. Ticket events show ...

Edited Jan 30, 2025

17 votes  ·  32 comments

17

Votes

32

Comments


Understanding email delivery failures in the Zendesk Agent Workspace

What's my plan? Note: This feature does not currently apply to email sent via the Gmail Connector, Authenticated ...

Edited Feb 11, 2025

4 votes  ·  7 comments

4

Votes

7

Comments


About channel switching logic in the ticket composer

What's my plan? In the Zendesk Agent Workspace, agents can work across multiple channels all within the same tick...

Edited Feb 04, 2025

1 vote  ·  9 comments

1

Vote

9

Comments


Using the Time Tracking app

What's my plan? The Time Tracking app enables you to monitor how much time you spend on tickets. ...

Edited Dec 03, 2024

10 votes  ·  37 comments

10

Votes

37

Comments


About flagged tickets

What's my plan? There may be times when tickets are flagged to bring attention to a potential risk. For exa...

Edited Feb 03, 2025

4 votes  ·  14 comments

4

Votes

14

Comments


Using the Mail API to update ticket properties from your inbox

What's my plan? The Mail API allows you to set ticket properties by adding commands to the body ...

Edited Jun 21, 2024

78 votes  ·  23 comments

78

Votes

23

Comments


Refreshing your account for critical updates

Occasionally Zendesk may release a critical update to solve security issues or make other important updates to your a...

Edited May 13, 2024

0 votes  ·  0 comments

0

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0

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