How to Manage Tickets in Zendesk - Frequently asked questions
Frequently asked questions
How can I access my views of tickets in Zendesk?
To access your views of tickets in Zendesk, simply click the Views icon in the sidebar. Views are a convenient way to group tickets based on specific criteria, making it easier to manage and prioritize your workload. By organizing tickets into…
How do I sort and filter tickets in a Zendesk view?
Sorting and filtering tickets in a Zendesk view helps refine your results to focus on what's important. To do this, click the Views icon in the sidebar, then use the sorting and filtering options available to organize your tickets. This feature…
How can I create custom views for tickets in Zendesk?
Creating custom views in Zendesk allows you to build personalized lists of tickets that match specific criteria. To create a view, navigate to Admin Center > Workspaces > Agent tools > Views. Here, you can define the conditions and layout for your…
How do I export a view of tickets to a CSV file in Zendesk?
Exporting a view of tickets to a CSV file in Zendesk is straightforward. Go to Admin Center > Workspaces > Agent tools > Views, and select the view you wish to export. This feature allows you to download the ticket data in a CSV format, which can…
How can I create a ticket on behalf of someone else in Zendesk?
Creating a ticket on behalf of someone else in Zendesk is useful when a requester cannot submit a ticket themselves. To do this, simply open a new ticket and fill in the requester's details. This feature ensures that all customer issues are logged…
What should I do if I need to create a follow-up for a closed ticket in Zendesk?
In Zendesk, once a ticket is closed, it cannot be altered or reopened. However, you can create a follow-up ticket if further action is needed. This new ticket will be linked to the original, allowing you to continue the conversation or address any…
How do I share tickets with other Zendesk Support accounts?
If ticket sharing is enabled, you can share tickets with other Zendesk Support accounts. This feature is particularly useful for collaborating with external teams or partners. To share a ticket, ensure that ticket sharing is set up in your account…
How can I merge tickets in Zendesk?
Merging tickets in Zendesk is a great way to consolidate duplicate or related tickets into a single thread. To merge tickets, select the tickets you want to combine and choose the merge option. This helps streamline communication and ensures that…
What happens when I delete a ticket in Zendesk?
When you delete a ticket in Zendesk, it isn't permanently removed immediately. Instead, it is moved to the Deleted Tickets view, where it can be recovered if needed. This safety net ensures that tickets are not lost accidentally and can be restored…
How can I manage tickets in bulk in Zendesk?
Managing tickets in bulk in Zendesk allows you to update multiple tickets simultaneously. Using your views, you can select several tickets and apply changes such as status updates, priority adjustments, or assignee changes. This feature is…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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