Customizing Workflows with Zendesk Business Rules
What are business rules in Zendesk?
Business rules in Zendesk are customizable settings that manage ticket workflows. They include automations, macros, SLA service targets, triggers, and views. These rules help streamline support processes and ensure that tickets are handled efficiently according to your organization's needs. For more information, see theZendesk glossary.
More related questions
What are @mentions in Zendesk and how do they work?
In Zendesk, @mentions allow agents to tag other agents within a ticket comment, making collaboration easier. This feature is available by default if your account has the rich text editor and CCs enabled on tickets. In the help center knowledge…
What are Zendesk add-ons and how can they enhance my plan?
Zendesk add-ons are additional features that you can purchase to customize your Zendesk plan according to your support needs. They are available for both Zendesk Suite plans and legacy product plans. Add-ons allow you to tailor your Zendesk…
What is the Agent Workspace in Zendesk?
The Agent Workspace is the latest version of the Zendesk agent interface, providing a unified space for agents to manage and respond to customer support requests. It offers a streamlined experience, allowing agents to access and manage tickets…
How does the allowlist and blocklist work in Zendesk?
In Zendesk, the allowlist and blocklist are tools used to control email access. The allowlist lets you receive emails from specific domains and addresses, while the blocklist suspends emails from specified domains and addresses. These lists can be…
What is the role of an Admin in Zendesk?
Admins in Zendesk are agents with additional privileges that allow them to manage and customize Zendesk accounts. They can perform all agent tasks and have the authority to control settings for your instance. Admins play a crucial role in…
What is agent collision in Zendesk and how does it help?
Agent collision is a feature in Zendesk that alerts agents when another agent is viewing or updating the same ticket. This helps prevent multiple agents from making changes to a ticket simultaneously, reducing the risk of conflicting updates and…
What is the purpose of the audit log in Zendesk?
The audit log in Zendesk, available on Enterprise plans, allows you to track account and user changes made by you and your support staff. This feature provides transparency and accountability, helping you monitor modifications and maintain control…
How do automations work in Zendesk?
Automations in Zendesk are time-based actions that modify ticket properties and optionally send email notifications. Unlike triggers, which execute immediately after a ticket is created or updated, automations occur when a time event happens after…
What is the difference between a base agent and a temporary agent in Zendesk?
In Zendesk, base agents are agent seats billed as part of your regular billing cycle, while temporary agents are not. Base agents are the standard agent roles that are consistently part of your support team, whereas temporary agents might be used…
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