Agent guide – Second Brand

Ticket basics

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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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Avoiding agent collision

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Adding comments to tickets

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Additional ticket channels

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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...

Working with authenticated end users in the Zendesk Agent Workspace

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Receiving and sending messages in the Zendesk Agent Workspace

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Note: You must have t...

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Ticket management

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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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Managing tickets in bulk

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About flagged tickets

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Ticket automation and collaboration

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Creating macros for repetitive ticket responses and actions

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Creating macros from existing tickets

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Organizing and managing your macros

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Building macro action statements

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Applying suggested macros to tickets

What's my plan? Add-on Copilot Suggested macros help you find macros that apply to the ticket you’re ...

Activating and deactivating macros keyboard shortcuts

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Customer management and profiles

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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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Merging a user's duplicate account

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Suspending a user

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Creating and using customer lists

Customer Lists is a legacy add-on. See About Zendesk product legacy add-ons. Customer lists define a segment of yo...

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Schedule management and time tracking (WFM add-on)

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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 ...

Creating and managing unassigned shifts (EAP)

What's my plan? Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM) Note: The new...

Requesting to take unassigned shifts (EAP)

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

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Zendesk Support app for mobile

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Working with views in the Support mobile app

What's my plan? Support Team, Professional, or Enterprise You can access up to 12 global and eight perso...

Using notifications in the Zendesk Support mobile app

What's my plan? Support Team, Professional, or Enterprise You can configure your notification preference...

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