Agent guide

Ticket basics

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About the Zendesk Agent Workspace

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Switching among Zendesk products

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About the ticket lifecycle and ticket statuses

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Using Play mode to quickly work through tickets

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Saving Zendesk Support searches

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Resources for working with tickets

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Additional ticket channels

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Setting your agent status for Support, Messaging, and Talk with omnichannel routing

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Using the notifications list to manage conversations

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus This article desc...

Using ticket tabs to manage conversations

What's my plan? Support Team, Professional, or Enterprise This article describes how to use tabs to help...

Automatically accepting live chat and messaging conversations in the Agent Workspace

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus When your admin turns ...

Managing unified conversations in the Zendesk Agent Workspace

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Setting your status for messaging and live chat

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Tip: If your admin has...

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Ticket management

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Accessing your views of tickets

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Accessing and using the Views admin page

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Creating views to build customized lists of tickets

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Managing your views

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Categorizing your views

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Sorting and filtering tickets in a view to refine results

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Ticket automation and collaboration

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Macros resources

This article provides a list of resources to help you learn about macros and use them in your account. Documentation...

Viewing intelligent triage predictions

What's my plan? Add-on Copilot Verified AI summary ◀▼ View and update intelligent triage predictio...

Enhancing ticket comments using generative AI

What's my plan? Add-on Copilot Writing tools, which are part of agent copilot, can help you improve t...

Collaborating on messaging conversations using @mentions

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Finding tickets similar to the current ticket

What's my plan? Add-on Copilot The similar ticket feature enables you to see a list of similar ti...

Using quick answers for generative search in tickets

What's my plan? Add-on Copilot You must have the Copilot add-on to use the features described in thi...

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Customer management and profiles

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Adding end users

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Adding your agent signature to ticket comments and email notifications

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Resending a verification email

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Searching users, groups, and organizations

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Updating ticket requesters and organizations

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Managing users in multiple organizations

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Schedule management and time tracking (WFM add-on)

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Viewing and managing your schedule as an agent

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Starting and ending your day in the Zendesk WFM time tracker

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Syncing your Zendesk WFM schedule with Google Calendar

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Requesting time off

What's my plan? Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM) Agents can re...

Using task lock

What's my plan? Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM) As an agen...

Trading shifts with other agents

What's my plan? Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM) If an ...

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Ticket basics

Additional ticket channels

Ticket management

Ticket automation and collaboration

Customer management and profiles

Schedule management and time tracking (WFM add-on)

Zendesk Support app for mobile