Who are the Users? Zendesk Support has three types of users that are: 1. Administrator 2. Agent 3. Customer (End-user) Let us discuss how to add these users: 1. Administrator: Administrators are the agents who have all the privileges for…
What is SLA Policy? SLA stands for (Service Level Agreements), in which time measures are described to respond to a ticket in the form of a reply or action. It reminds agents to respond to tickets within a time limit…
What’s New in Zendesk? Here are some new features added to Zendesk for the easiness of users, let us see them one by one. 1. The ticket footer extension: The ticket footer size has been extended to see the macros…
Describe the Automation: Automations are the same as we discussed triggers. Both are used to change the ticket properties, notify users and change the properties. The difference is that automations execute when a timed event occurs after a ticket property…
What is a Trigger? A Trigger is the set of rules applied to a ticket whenever the ticket is created or updated. Triggers can also notify the agents and customers when they are added. In Zendesk the main thing is…
What are fields? Fields are the spaces used in the ticket forms to get information from the customer about their problems. Fields can be created on both the agent and customer sides. For example, if you are working for an…
