Using Zendesk for Support & HR - Frequently asked questions
Explore common questions about using the same Zendesk Support account for customer support and HR. Learn about privacy, security, and best practices.
Frequently asked questions
Can I use the same Zendesk Support account for both customer support and HR?
Yes, you can use the same Zendesk Support account for both customer support and HR, but there are privacy risks to consider. By default, all agents can view all tickets unless you set specific restrictions. To protect sensitive information, you can…
What are the pros and cons of using a single Zendesk Support account?
Using a single Zendesk Support account offers both advantages and disadvantages. On the plus side, it provides a unified interface for managing all groups and departments, simplifies SSO configuration, and allows for centralized reporting. It also…
How can I restrict agent access to sensitive tickets in Zendesk?
To restrict agent access to sensitive tickets in Zendesk, you can use group and role permissions. On Enterprise plans, you can create private groups, ensuring that only agents within those groups can access the tickets. Agents outside the group…
What are the benefits of using separate Zendesk Support accounts for HR and customer support?
Using separate Zendesk Support accounts for HR and customer support can enhance privacy and workflow separation. Non-HR agents won't have access to agent-only ticket fields and internal comments in the HR account, keeping sensitive data private….
How does agent role and group access affect ticket visibility in Zendesk?
Agent role and group access in Zendesk significantly impact ticket visibility. Agents can only view tickets within their assigned groups unless they are added as a CC, which grants them access regardless of group membership. This means that…
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Zendesk Support Tickets
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Zendesk Messaging (live chat)
Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
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Zeffy
Zeffy
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Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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