How to Use Ticket Tabs in Zendesk - Frequently asked questions
Frequently asked questions
How do ticket tabs help manage conversations in Zendesk?
Ticket tabs in Zendesk are a great way to manage multiple conversations efficiently. They allow agents to easily switch between different types of conversations, such as chats, phone calls, emails, and messages, by using tabs at the top of the…
What information do Zendesk ticket tabs display?
Zendesk ticket tabs display a variety of information to help agents manage conversations effectively. For messaging conversations and active chats, tabs show the requester's name, the last message, and a typing indicator. For other conversations…
Can I customize the information shown on Zendesk ticket tabs?
Currently, it's not possible to customize the primary text on Zendesk ticket tabs. The design intentionally displays the requester's name, as the Agent Workspace focuses on live conversations. This setup is considered more useful for agents than…
Why do some Zendesk ticket tabs move to the left side of the interface?
In Zendesk, ticket tabs for phone conversations and live chats automatically move to the left side of the interface. This design choice ensures that these types of conversations, which typically require the most immediate responses, are not…
What do the color indicators on Zendesk ticket tabs mean?
Zendesk ticket tabs use color indicators to show the status of conversations. A red dot indicates a new message, applicable to any channel type except phone. A green dot signifies an active conversation, excluding email, API, help center, and…
Is there a way to switch between Zendesk ticket tabs using keyboard shortcuts?
Yes, you can switch between Zendesk ticket tabs using keyboard shortcuts. For Mac users, the Option key is used instead of the Alt key. This functionality is similar to how browsers like Google Chrome, Safari, and Firefox allow tab switching with…
Can I disable Zendesk ticket tabs?
Currently, it is not possible to disable Zendesk ticket tabs. The tabs are an integral part of the interface, designed to help agents manage multiple conversations efficiently. While some users have expressed a preference for using browser tabs…
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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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