How to Use Zendesk Channels - Frequently asked questions
Frequently asked questions
What are Zendesk channels and how do they work?
Zendesk channels are the various ways you can engage with your customers, allowing them to create support requests and enabling you to communicate with them. Regardless of the channel used to submit a support request, all requests become tickets…
How can I set up email as a support channel in Zendesk?
Setting up email as a support channel in Zendesk allows customers to send emails directly to your support email address, which then become tickets in Zendesk Support. You can use an unlimited number of email addresses within your Zendesk domain….
What is the Zendesk Help Center and how does it function?
The Zendesk Help Center, created using Zendesk Guide, provides a self-service support solution for end users, including knowledge base articles and options for contacting support. It features a web form for submitting support requests, and agents…
How does Zendesk handle social messaging channels?
Zendesk allows you to integrate social messaging channels, turning messages into tickets within Support. You can send and receive messages as part of the main ticket conversation flow. Supported social messaging channels include WhatsApp, LINE,…
What is Zendesk Talk and how do I set it up?
Zendesk Talk integrates live telephone support into your Zendesk account, allowing you to manage calls as tickets. You can select a phone number, set call queuing options, and customize greetings. Agents can receive calls, which are recorded and…
How does Zendesk handle text messaging as a support channel?
Zendesk allows you to respond to inbound text messages, automate alerts, and send proactive texts to customers. Each text message automatically creates a ticket in Support. This integration enables you to apply automated workflows, reporting, and…
What is the Zendesk Web Widget (Classic) and how is it used?
The Zendesk Web Widget (Classic) allows you to embed support options on your website or help center, providing quick access to knowledge base articles, live chat, and a contact form. The widget appears in the bottom-right corner, and you can…
How can I integrate Zendesk support into a mobile app?
The Zendesk Mobile SDK allows you to embed support options directly into your native app, enabling users to create tickets, contact agents, and access the knowledge base without leaving the app. After integrating the SDK, changes are managed from…
What is the Zendesk API and how can it be used?
The Zendesk API allows developers to access Zendesk functionality programmatically, such as creating tickets or managing API requests. You can configure API authentication and track activity against rate limits. The API channel is used for tickets…
How do follow-up tickets work for closed tickets in Zendesk?
In Zendesk, when a customer replies to a closed ticket, a follow-up ticket is created instead of reopening the original ticket. This new ticket is marked with the 'Closed Ticket' channel. The follow-up ticket includes information about the…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
