Zendesk Agent Guide - Frequently asked questions
Frequently asked questions
What is the Zendesk Agent Workspace?
The Zendesk Agent Workspace is a unified interface for managing customer interactions. It allows agents to handle tickets, compose messages, and manage conversations across multiple channels seamlessly. This workspace is designed to improve…
How can I add comments to tickets in Zendesk?
Adding comments to tickets in Zendesk is a straightforward process that helps keep track of communication with customers. You can add public comments that the customer can see or private comments for internal use only. To add a comment, simply…
How do I change a ticket comment from public to private in Zendesk?
Changing a ticket comment from public to private in Zendesk is possible if you need to keep certain information internal. To do this, locate the comment you wish to change, and use the options provided to switch its visibility from public to…
What are the additional ticket channels in Zendesk?
Zendesk offers additional ticket channels to manage customer interactions across various platforms. These channels include email, chat, phone, and social media, allowing agents to handle all customer inquiries from a single interface. This…
How can I manage unified conversations in the Zendesk Agent Workspace?
Managing unified conversations in the Zendesk Agent Workspace involves handling interactions from multiple channels in one place. This feature allows agents to view and respond to customer messages efficiently, regardless of the channel they…
How do I set my status for messaging and live chat in Zendesk?
Setting your status for messaging and live chat in Zendesk helps manage your availability to customers. You can choose from statuses like online, away, or offline, which inform customers of your current availability. This feature ensures that…
How can I automatically accept live chat and messaging conversations in Zendesk?
Automatically accepting live chat and messaging conversations in Zendesk can streamline your workflow. This feature allows incoming chats to be accepted without manual intervention, ensuring that customers are attended to promptly. To enable this,…
What is the Knowledge feature in Zendesk Agent Workspace?
The Knowledge feature in Zendesk Agent Workspace provides agents with access to a repository of information and resources. This feature helps agents find answers quickly and share relevant information with customers, enhancing the support…
How do I access my views of tickets in Zendesk?
Accessing your views of tickets in Zendesk allows you to organize and manage your workload effectively. Views are customizable lists of tickets that can be sorted and filtered based on specific criteria. To access your views, navigate to the…
How can I sort and filter tickets in a view in Zendesk?
Sorting and filtering tickets in a view in Zendesk helps refine your search results and manage tickets more effectively. You can apply various filters and sorting options to organize tickets based on priority, status, or other criteria. This…
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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.”
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
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