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Promoted articles

Check out our top articles, handpicked to help you get the most out of our platform.

Email resources

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Understanding the default email setup in Zendesk

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

A complete guide to understanding email in Zendesk - Introduction

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Welcome to messaging

Welcome to messaging Get ready to automate! Use these resources to guide you to success with messaging, which all...

Getting started with messaging for your website, help center, and mobile apps

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

Getting started with social messaging

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Quick Look: A...

Welcome to Explore for reporting and analytics

Welcome to Explore for reporting and analytics Get ready to access the customer analytics that matter.Use these k...

Explore quick start guide

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Explore Li...

Welcome to Talk for Voice

Welcome to Talk for voice Get ready to connect with customers using a call center solution built right into Zendesk ...

Getting started with voice support

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Talk T...

About the AI agents - Advanced add-on

What's my plan? Add-on AI agents - Advanced AI agents - Advanced is an add-on available for purchase for...

Getting started with AI agents - Advanced

What's my plan? Add-on AI agents - Advanced This functionality is part of AI agents - Advanced. AI age...

Navigating the AI agents - Advanced add-on

What's my plan? Add-on AI agents - Advanced This article introduces you to the AI agents - Advanc...

Getting started with Guide for your help center

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Guide ...

Zendesk Workforce management (WFM) resources

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

Getting started with Zendesk Sell

What's my plan? Note: You need admin rights to set up your Sell account. Become familiar with s...

Zendesk Talk resources for voice

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Talk T...

Resources for reporting and analytics

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Explore Li...

About conversational support with messaging

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Live c...

Creating sales triggers

What's my plan? Admins can use sales triggers in Sell to automate specific parts of the workflow of e...

About AI agents

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus AI agents are the next...

Zendesk messaging resources

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

Learning about Explore with e-books

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Explor...

Using Zendesk Admin Center

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Trigger resources

The following articles describe an overview of the different types of triggers in Zendesk products and where they are...

Ticket trigger recipes reference

This article contains a reference list of our ticket trigger recipes. For a complete list of ticket trigger resourc...

Automations resources and recipes

This topic contains a reference list of all automation best practices and recipes. Documentation Best practices R...

Support Professional and Enterprise resources

This article includes resources for setting up and using features available only on the following Support plans: En...

Zendesk voice and text number regulatory requirements

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Talk Team,...

Sell terminology

What's my plan? The key terminology in Sell relates to leads, contacts, and deals (see Understanding leads, contact...

Resources for managing users

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Social and third-party messaging resources

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

Activating Explore and giving yourself access

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Explor...

Planning your ticket routing and automated workflows

Zendesk provides admins with a lot of flexibility for routing tickets to agents and automating aspects...

Choosing the right line type for voice

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Talk T...

Routing and automation options for incoming tickets

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Sell quickstart video series

What's my plan? Use this quickstart video series for Sell if you are new to Zendesk Sell, short on time, and need t...

Omnichannel routing resources

Omnichannel routing with unified agent status allows tickets to be directed to team members based on their availabili...

Activating the voice channel and configuring general settings

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with ...

Why migrating from live chat to messaging is the right choice

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support wit...

Importing deals using a CSV file

What's my plan? You can add multiple deals to Sell by importing a CSV (comma separated values) file that contains t...

Importing leads and contacts using a CSV file

What's my plan? You can add multiple leads, contacts, and deals to Sell by importing a CSV (comma separated values)...

Jira integration resources

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Managing Zendesk phone lines

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Talk T...

Custom object resources

This topic provides a list of documents and other resources you need to help you learn about custom objects and use t...

Using generative AI to create call summaries and transcripts on tickets

What's my plan? Add-on Copilot There are additional costs involved in transcribing calls. See Zendesk n...

About actions for advanced AI agents

What's my plan? Add-on AI agents - Advanced Actions let your AI agents perform certain tasks during convers...

Creating a CSV file to import leads, contacts, or deals

What's my plan? You can import your contacts, leads, and deals into Zendesk Sell using a CSV file, hel...

About events for advanced AI agents

What's my plan? Add-on AI agents - Advanced Events occur during conversations and are used to trigger AI ag...

Viewing and managing your search settings

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Gui...

Understanding Explore dashboards

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Explor...

Salesforce integration resources

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Reporting on calls with Explore

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Profes...

Adding leads

What's my plan? A lead is a yet to be qualified person, company, or business opportunity that, once qualified, can...

Guide resources

This page contains resources to help you set up and use Zendesk Guide. Select your plan to filter resources: Guide P...

Best practices for migrating to the new Explore dashboard builder

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional or...

Migrating legacy Explore dashboards to the new dashboard builder

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional or...

About the legacy Explore dashboard builder

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Profession...

Comparing features available in the dashboard builder

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional or ...

Getting started with text

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Talk T...

Providing omnichannel support using Web Widget (Classic) for Zendesk Suite

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team...

Help center guide for end users

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Guide ...

Documentation resources for the Zendesk Agent Workspace

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

Activating Sell Voice

What's my plan? With Sell Voice, you can call leads and contacts directly from Sell. The cost for the dedicated Sel...

Resources for upgrading to the Zendesk Agent Workspace

Make your move to the Agent Workspace Join our customers who are seeing significantly faster resolutions to customer ...

Sell email resources

What's my plan? Communicating with Sell allows you to create a workflow that best suits your role and working style...

Enabling and activating your help center

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support with Guide ...

Understanding datasets

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Profe...

Understanding reports

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professiona...

Working with datasets

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Profession...

Using the dialogue builder to create conversation flows for advanced AI agents

What's my plan? Add-on AI agents - Advanced The dialogue builder is where you create conversatio...

Sales smart list fields reference

What's my plan? In Sell, you can create and use smart lists in many different constructions to best s...

Formula writing resources

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional...

Localizing help center content

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Guide Profes...

Explore functions reference

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Profe...

Adding deals

What's my plan? A deal is a business opportunity that you’ve identified through a lead or contact and manage through ...

Creating and using deal loss reasons

What's my plan? When a deal is lost, you move it into the Lost stage of the sales pipeline (see About sales pipelin...

Working with multiple sales pipelines

What's my plan? Your Zendesk Sell account has one sales pipeline by default. To track multiple unique sales proce...

Using result manipulations and calculations

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Profession...

About the standard theme and custom themes in your help center

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support with Guide Profes...

Creating standard calculated metrics and attributes: Hands-on tutorial

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Profession...

About reporting in Sell

What's my plan? In Sell, you have many options for analyzing your sales pipeline and performance. This includes all...

Planning and activating community in your help center

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Zendesk Gather is a community forum ...

Gather resources

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Gather provides a community forum fo...

Setting and tracking sales goals

What's my plan? You can set up goal tracking to monitor the performance of teams, team members, and gr...

Sales by Owner report

What's my plan? You can track sales performance by deal owners using the Sales by Owner report. To view the Sales b...

Stage Conversion by Owner report

What's my plan? The Stage Conversion by Owner report is included in the Advanced Sales Insights re...

Managing your account

What's my plan? You can work with your account settings from Settings > Manage > Account. This is the default view ...

About lead settings

What's my plan? You can edit the administrative settings for your leads to, for example, create custom fields for yo...

About the Zendesk Sell-Chat integration

What's my plan? If you work with both Zendesk Sell and Zendesk Chat, you can configure the Sell-Chat integration to ...

Using Zapier with Sell

What's my plan? Zapier connects your Sell account to many apps that you use daily, including Google and Slack. There ...

Managing leads in sequences via API and Zapier

What's my plan? Using the Zendesk Public API and Zapier actions, you can automate parts of the sequencing process t...

Trialing and setting up Sales Engagement Tools (Reach)

What's my plan? Sell offers built-in sales engagement tools that empower sales teams to build targeted lead lists a...

How to test my email setup

QuestionHow do I send myself a test ticket to make sure my email setup is working?AnswerTo verify your email setup, f...

What are SPF, DNS, and TXT records?

Question Why do I need SPF, DNS, and TXT records in Zendesk? What is DMARC and DKIM? What is CNAME? Answer Importan...

How to fix the email error messages on forwarding, SPF, DNS, and TXT records

Issue symptoms How do I fix the following email errors? Forwarding check failed SPF does not include Zendesk Support...

What is the difference between Chat and messaging?

Question Why should I use live chat or messaging? Are messaging and live chat different products? Is live chat the sa...

Talk error: Cannot connect to number

Issue When placing an outbound call, I receive the Talk error: Cannot connect to number. Resolution To resolve this...

My Facebook or Instagram integration stopped working

Issue symptoms My Facebook integration, Facebook messenger, or Instagram Direct channel is not syncing or working cor...

Troubleshooting the Facebook channel

The Facebook integration for Zendesk lets you create tickets from public and private messages left by your customers ...

Can I turn my chats into tickets when I am offline?

Question Can I turn my chats into tickets when I am offline? How can I give my customers the option to submit a ticke...

Some help center searches produce fewer results than other searches for the same term

Issue symptoms When searching the help center using the same term, one of the following occurs: Search results are i...

How do I set up call routing in Talk?

Question How do I set up the routing for customers that call my Talk phone number? Answer Once you added a phone numb...

How do I set up an IVR?

Question How do I set up an IVR or phone tree in Zendesk Talk to allow customers to route themselves with number sele...

Which Zendesk widget do I have with my account and website?

Question Does my account use the Chat widget or the Web Widget? What is the difference between the Chat widget and th...

About the Zendesk Agent Workspace

What's my plan? Suite Team, Growth, Professional, Enterprise, or Enterprise Plus Support Team, Profe...

About the Zendesk Support mobile app

What's my plan? Support Team, Professional, or Enterprise The Zendesk Support mobile app is an app for a...

Zendesk Support recipes reference

You can use our recipes to enhance your support. This article contains a reference list for all of our recipes. Workf...

Explore recipes reference

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional or ...

Zendesk Support best practices docs

This article contains a reference list for all of our best practices documentation. Workflows Best practices to prep...

New and trending Explore recipes: March 2025

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional or ...

Workflow recipes reference

This article contains a reference list of workflow recipes. For a complete list of resources, see Workflows best prac...

Best practices: Self-service docs and tips

Best practices documentation These are the best practices articles for self-service: Optimizing your help center c...

Explore recipe: Using constants to add historical data to reports

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional...

Explore recipe: Adding images and animated GIFs to dashboards

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Explore Professional or ...

Contacting Zendesk customer support

How do I get help from Zendesk? You have options when you need help from the Zendesk team. Pick the option that work...

Start here: Zendesk Training Offerings Overview

View all of our training options and our on-demand course catalog at training.zendesk.com Role Based On-Demand Train...

Announcing auto assist integration with similar tickets

Announced on Rollout starts Rollout ends June 12, 2025 May 25, 2025 June 12, 2025 We’re excited to announce t...

Announcing multi-instance support for the Salesforce integration ticket view

Announced on Rollout starts Rollout ends June 11, 2025 June 11, 2025 June 25, 2025 We are excited to announce th...

Announcing rich text formatting for auto assist suggestions

Announced on Rollout on June 9, 2025 June 9, 2025 We’re introducing an enhancement that gives agents the abil...

Introducing in-product app reviews: Submit Marketplace app feedback directly from Admin Center

Announced on Rollout starts Rollout ends June 6, 2025 June 6, 2025 June 6, 2025 Zendesk is excited to announc...

Announcing generative replies for advanced email AI agents

Announced on Rollout on June 6, 2025 June 4, 2025 Generative replies are now fully available for email AI agents...

Announcement: Manage ticket surge using End Session as a ticket trigger action

Announced on Rollout starts ...

Announcing dark mode support for Salesforce and Workday apps in Zendesk Support

Announced on Rollout on June 5, 2025 June 5, 2025 We are excited to announce the launch of dark mode support for...

Announcing support for OAuth refresh token grant type and OAuth access and refresh token expirations

Announced on Rollout starts Rollout ends April 30, 2025 April 30, 2025 May 30, 2025 Starting today, customers...

Announcing trial cooldown periods for paid apps

Announced on Rollout starts R...

Scheduled Maintenance Period - May - September 2025 | Migration of Workforce Management (WFM) Accounts

Zendesk will perform critical maintenance which will impact WFM product availability for accounts created before Febr...

Service Incident - April 29, 2025 - Pod 17|Support - Performance issues on POD17

SUMMARY On April 29, 2025 from 10:20 UTC to 10:42 UTC, customers in Pod 17 experienced severe delays and performance ...

Scheduled Maintenance - May 27, 2025 | Pod 29 | Support (Agent Workspace - Messaging) - Database Maintenance

Zendesk will perform critical maintenance which will impact performance for some customers using Support (Agent Works...

Scheduled Maintenance - May 21-23, 2025 | Pod 29 - Messaging & Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for notified customers on Pod 29 on May 21 - ...

Scheduled Maintenance - May 29, 2025 | Pods 23 & 28 - Zendesk Messaging & Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for notified customers on Pods 23 and 28 on M...

Scheduled Maintenance - May 27-28, 2025 | Pods 23 & 19 - Zendesk Messaging and Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for notified customers on Pods 23 and 19 from...

Scheduled Maintenance - June 3-6, 2025 | Pod 25 | Zendesk Messaging and Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for notified customers on Pod 25 on June 3-6 ...

Scheduled Maintenance - June 10-13, 2025 | Pod 20 | Zendesk Messaging and Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for notified customers on Pod 20 on June 10-1...

Scheduled Maintenance - June 17-20, 2025 | Pod 27 | Zendesk Messaging and Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for notified customers on Pod 27 on June 17-2...

Scheduled Maintenance - June 4, 2025 | Pods 19, 20, 23, 25 - Explore minor upgrades

Zendesk will perform critical maintenance which will impact performance for some Explore customers for one (1) day on...

Scheduled Maintenance - July 8-9, 2025 | Pod 15 | Zendesk Messaging and Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for some customers on Pod 15 on July 8-9 2025...

What's new in Zendesk: June 2025

Click Follow in the What's New section to be notified each month when the What's New is published. Check out what's...

Release notes through 2025-05-30

See our What's New for an overview of what was released last month.This week's release notes include: App Marketplace...

[Archived] Google Chrome phasing out third-party cookies on apps

Google Chrome is restricting the use of third-party cookies with plans to phase out their use later this year. This i...

Scheduled Maintenance - June 4, 2025 | Pods 19, 20, 23, 25 - Explore minor upgrades

Zendesk will perform critical maintenance which will impact performance for some Explore customers for one (1) day on...

Getting started

Set yourself up for success with onboarding guides

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Product guides

Make the most of your Zendesk setup with our comprehensive documentation

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Help and FAQs

Find solutions for common issues

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Agent guide

Agent guide for the Zendesk Suite

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Best practices and how-tos

Find tips and step-by-step tutorials for common use cases

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Policies and programs

Review Zendesk policies, agreements, programs, and services

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Zendesk updates

Stay up-to-date with important Zendesk announcements and notifications

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Frequently asked questions

Everything you need to know about the product and billing.

How do I get started with Dharma?

To get started, simply sign up for an account, follow our onboarding guide, and customize your settings to suit your needs. You can find our getting started guide in the Dharma section of the help center.

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