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Ticket automation and collaboration


Macros resources

This article provides a list of resources to help you learn about macros and use them in your account. Documentation...

Edited Jun 12, 2024

1 vote  ·  16 comments

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Summarizing ticket comments using generative AI

You must have the Advanced AI add-on to use this feature. The ticket summarization feature, which is part of ...

Edited Feb 11, 2025

0 votes  ·  4 comments

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Using auto assist to help agents solve tickets

You must have the Advanced AI add-on to use this feature. Auto assist, which is part of agent copilot, is an ...

Edited Dec 18, 2024

0 votes  ·  3 comments

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Using AI to generate a first reply in a ticket

You must have the Advanced AI add-on to use this feature. The suggested first replies feature, which is part ...

Edited Dec 18, 2024

3 votes  ·  20 comments

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Using quick answers for generative search in tickets

You must have the Advanced AI add-on to use the features described in this article. Quick answ...

Edited Feb 10, 2025

0 votes  ·  31 comments

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Finding tickets similar to the current ticket (EAP)

The similar tickets feature is currently in an early access program (EAP). You can sign up for...

Edited Feb 11, 2025

4 votes  ·  3 comments

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Collaborating on messaging conversations using @mentions

Agents participating in messaging conversations may want to collaborate with colleagues to solve a cu...

Edited Aug 13, 2024

0 votes  ·  2 comments

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Enhancing ticket comments using generative AI

You must have the Advanced AI add-on to use this feature. The enhance writing feature, which is part of agent c...

Edited Oct 21, 2024

6 votes  ·  59 comments

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Viewing intelligent triage predictions

What's my plan? Tip: You must have the Advanced AI add-on to use this feature. From within a ticket, you can s...

Edited Feb 11, 2025

0 votes  ·  9 comments

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Using macros to update tickets

What's my plan? A macro is a prepared response or action that an agent can manually apply when they are cre...

Edited Jul 10, 2024

24 votes  ·  42 comments

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Creating macros for repetitive ticket responses and actions

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Macros You can simply and effectively st...

Edited Dec 20, 2024

5 votes  ·  69 comments

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Creating macros from existing tickets

What's my plan? You can create a macro from an existing ticket, which enables you to, for example, create a standard...

Edited Jun 21, 2024

6 votes  ·  2 comments

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Organizing and managing your macros

What's my plan? Most support teams create and use lots of macros. As your list of macros grows, you may find it di...

Edited Jul 10, 2024

34 votes  ·  35 comments

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Building macro action statements

What's my plan? The table below describes the actions available when creating macros for your support ticket...

Edited Jun 21, 2024

6 votes  ·  14 comments

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Applying suggested macros to tickets

What's my plan? Suggested macros help you find macros that apply to the ticket you’re currently working on. ...

Edited Feb 11, 2025

3 votes  ·  12 comments

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Activating and deactivating macros keyboard shortcuts

What's my plan? Macros can be applied by using a keyboard shortcut in ticket comments. Applying macros with k...

Edited Jun 21, 2024

0 votes  ·  3 comments

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Collaboration overview

What's my plan? Zendesk Support and Ticketing System Functionality within Zendesk Suite include sever...

Edited Jul 19, 2024

38 votes  ·  2 comments

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Using @mentions

What's my plan? Agents and admins can add other agents to the tickets using @mentions. End users can't be @mentione...

Edited Jun 21, 2024

2 votes  ·  16 comments

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Understanding CCs and followers

What's my plan? You can use CCs and followers to bring internal users (agents and admins) and external users ...

Edited Jan 13, 2025

0 votes  ·  10 comments

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About side conversations

What's my plan? Side conversations are spaces in a ticket where agents can have a side conversation with ...

Edited Jan 27, 2025

12 votes  ·  125 comments

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Creating side conversations

What's my plan? If activated, agents, light agents, and admins can create side conversations on open ...

Edited Jan 27, 2025

0 votes  ·  26 comments

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Viewing and replying to side conversations

What's my plan? Recipients of a side conversation can reply through email, just as they would to any ...

Edited Feb 10, 2025

0 votes  ·  10 comments

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Closing and reopening side conversations

What's my plan? Closing and reopening side conversations does not result in any additional email messages ...

Edited Jul 19, 2024

0 votes  ·  12 comments

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Searching for content in side conversations

What's my plan? You can search to find content in side conversations. The results will only include side co...

Edited Jul 19, 2024

1 vote  ·  3 comments

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Using side conversation child tickets

What's my plan? You can create side conversation child tickets and assign them to groups that you have acce...

Edited Jan 27, 2025

3 votes  ·  80 comments

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Using macros to start side conversations

What's my plan? Quick Look: Admin Center > Workspaces > Agent tools > Macros If side conversations are ...

Edited Jul 19, 2024

4 votes  ·  25 comments

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Using side conversations for Slack

What's my plan? This feature is available only if the administrator has installed the latest version ...

Edited Jan 27, 2025

4 votes  ·  48 comments

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Using Microsoft Teams in side conversations

What's my plan? Side conversations are spaces in a ticket where agents can have a conversation ...

Edited Jan 27, 2025

5 votes  ·  29 comments

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