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135 articles in this collection
Written by Alex Potrivaev
Zendesk basics

FAQs on Support plan changes introduced in November 2015 Follow

On November 11, 2015, we announced new plans . This article addresses some Frequently Asked Questions about our plan changes. For an overview of our legacy and new plan names,...
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Updated over a week ago

Zendesk Support scalability and performance: Technical architecture Follow

Zendesk Support scalability and performance: Technical architecture [Image "plan_available_all.png"] At Zendesk, our goal is to help bring companies and their customers closer together with software that’s easy to use, easy...
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Updated over a week ago

Embedding Zendesk into an iframe is not allowed Follow

Zendesk does not allow iframing of Zendesk due to the inherent security risks involved in iframing a web application. The security risk, UI Redressing, or, as it's more commonly known,...
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Written by Alex Potrivaev
Updated over a week ago

End-user guide Follow

24131398 Please refer to our Help Center guide for agents and end-users.
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Written by Alex Potrivaev
Updated over a week ago

How to find help when you are on the Zendesk Support Essential plan Follow

The Zendesk Support Essential plan is a great way to get to know our product. However there are certain features that are not available with this plan, including 1:1 support...
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Written by Alex Potrivaev
Updated over a week ago

Streamlining your support workflow Follow

[Image "plan_available_all.png"] Managing your customers’ support issues and your ticket workflow requires tools to help create as many efficient processes as possible. The best way to understand how Zendesk Support...
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Updated over a week ago

Zendesk Support system requirements Follow

Zendesk Support is a web-based SaaS (software as a service) application that runs in a web browser. Make sure your computer meets or exceeds the minimum hardware requirements for your...
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Written by Alex Potrivaev
Updated over a week ago

Notice for end-users who accidentally reach Zendesk for support Follow

Sometimes people inadvertently contact Zendesk for support, when they are actually trying to contact a company that uses Zendesk to provide support. This happens a lot in social media, especially,...
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Updated over a week ago

Billing FAQ Follow

This article covers the following topics related to customer billing: Invoicing and downloading invoices - <a href="/administrators/zendesk-basics/billing-faq---follow">How do I find an invoice?</a> - <a href="/administrators/zendesk-basics
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Updated over a week ago

What is a "Pod"? Follow

Zendesk has data centers throughout the globe to meet the performance and data needs of our customers. Each of these data centers contains one or more "Pods". Your Zendesk account...
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Written by Alex Potrivaev
Updated over a week ago

About the system font stack Follow

A font stack is a list of fonts and font keywords used to let a browser know our preferred and fallback fonts. For example, a font stack could be "Helvetica...
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Written by Alex Potrivaev
Updated over a week ago

How Zendesk Supports EU Data Protection (GDPR) Follow

The month of May has traditionally marked such events as May Day, Cinco de Mayo, and Labor Day in many countries, not to mention that summer is right around the...
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Written by Alex Potrivaev
Updated over a week ago

Best practices docs Follow

24791041 Check out our best practices documentation! Business rules best practices - The importance of the "Ticket is" condition in triggers - Avoiding conflicting triggers - Using automations to create...
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Updated over a week ago
User access and security

Advanced Security: Data at Rest Encryption, Enhanced Disaster Recovery, and HIPAA Compliance (Enterprise Add-on) Follow

[Image "plan_available_add_e.png"] The article describes the following advanced security features: Data at rest encryption, enhanced disaster recovery, and the ability to configure your environment in a HIPAA compliant manner. Note:...
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Updated over a week ago

Configure Zendesk for your Active Directory/Microsoft environment Follow

[Image "plan_available_rpe.png"] 27077357 You can authenticate users using JWT (JSON web token) single sign-on. This article describes how to configure JWT SSO authentication for Microsoft Active Directory users, and covers...
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Updated over a week ago

Anatomy of a JWT request Follow

At the core of single sign-on authentication is a technology called JSON Web Token (JWT) that allows Zendesk to trust the login requests it gets from your systems. See Setting...
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Updated over a week ago

Replacing your current SSL certificate Follow

[Image "plan_available_rpe.png"] If you use hosted SSL on Zendesk, you can replace your existing SSL certificate with a new one. For more information, see Replacing a certificate.
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Updated over a week ago

Understanding how changing the Help Center subdomain affects SSL Follow

[Image "plan_available_rpe.png"] SSL (Secure Socket Layer) is an encryption protocol that ensures secure communications with your Help Center. To learn more about SSL, see Secure Sockets Layer (SSL) Explained on...
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Written by Alex Potrivaev
Updated over a week ago

Managing 2-factor authentication Follow

[Image "plan_available_all.png"] 2-factor authentication provides another layer of security to your Zendesk account by requiring agents and administrators to provide an expirable passcode when signing in. 2-factor authentication can be...
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Written by Alex Potrivaev
Updated over a week ago

Configuring how end-users access and sign in to Zendesk Support Follow

[Image "plan_available_all.png"] One of the steps in setting up your Zendesk is deciding who you will allow to use it. Based on the type of support you provide, you may...
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Written by Alex Potrivaev
Updated over a week ago

SSO (single sign-on) options in Zendesk Follow

[Image "plan_available_all.png"] Note: Social and business single-sign-on is available on Essential. Enterprise single sign-on is not available on Essential. In addition to the user authentication provided by Zendesk, you can...
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Written by Alex Potrivaev
Updated over a week ago

Security best practices Follow

[Image "plan_available_all.png"] Zendesk prides itself on providing a range of security options that you can use to ensure that private information is protected and secure. By following these ten best...
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Updated over a week ago

Accessing your Zendesk account when your SSO service is down Follow

If your SSO service goes down, you can still access your account. The method depends on whether you disabled Zendesk passwords or not. Note: If you disabled Zendesk passwords, only...
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Written by Alex Potrivaev
Updated over a week ago

Understanding the sender authentication flag Follow

[Image "plan_available_all.png"] If Zendesk cannot confirm that an email was sent from the address that appears in the From line (known as “spoofing”), it will be noted by adding the...
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Written by Alex Potrivaev
Updated over a week ago

Security and sign-in resources Follow

In Zendesk you can apply security settings to ensure your private information is protected and use custom sign-in settings to configure how customers access your Zendesk. This article provides a...
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Written by Alex Potrivaev
Updated over a week ago
Tickets

Multibrand videos Follow

These short videos introduce some of the most common tasks that administrators do in setting up multiple brands. Learn how to create brands, setup your channels, and update your ticketing...
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Written by Alex Potrivaev
Updated over a week ago

The road to Multibrand migration (for Hub & Spoke customers only) Follow

Introduction At this time, we have worked with you to validate that no substantial impediment would prevent you from migrating from Hub & Spoke (H&S) to our Multibrand (MB) product....
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Written by Alex Potrivaev
Updated over a week ago

Using views to sort your branded tickets (Professional Add-on and Enterprise) Follow

[Image "plan_available_add_p_e.png"] Views are about prioritizing your work. If you have created multiple brands, you need to ask a few questions about how your agents will work. Do you want...
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Written by Alex Potrivaev
Updated over a week ago

Multibrand known issues Follow

The following is a quick list of issues we're aware of in the current multibrand offering. Some of these are fixes that are underway, others will require significant effort before...
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Written by Alex Potrivaev
Updated over a week ago

Using custom ticket fields in business rules and views Follow

[Image "plan_available_all.png"] When you add custom ticket fields, you can use them in triggers, automations, and views. For information about adding custom ticket fields, see Adding custom fields to your...
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Written by Alex Potrivaev
Updated over a week ago

Organizing drop-down list options Follow

[Image "plan_available_all.png"] You can create drop-down lists that contain up to six levels of organization. This is done using the same technique for organizing macros (see Organizing your macros )....
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Written by Alex Potrivaev
Updated over a week ago

About the brand limit Follow

When you purchase the Multibrand add-on for Enterprise, there is a maximum number of brands you can create. This limit helps ensure that the feature is manageable and performant. Brands,...
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Written by Alex Potrivaev
Updated over a week ago

Options for letting end users submit tickets with forms Follow

[Image "plan_available_all.png"] The Zendesk Help Center provides end users with a default HTML form for submitting tickets: [Image "hc_request_form.png"] It's a good starting point but it might not meet all...
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Written by Alex Potrivaev
Updated over a week ago

Multibrand resources (Professional Add-on and Enterprise) Follow

50037596 [Image "plan_available_add_p_e.png"] Brand is a customer facing identity, represented by a collection of contact points for your customers. These contact points can include support addresses, a Help Center, social...
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Written by Alex Potrivaev
Updated over a week ago
Support workflow

Filtering business rules (Professional and Enterprise) Follow

[Image "plan_available_pe.png"] On Professional and Enterprise Support plans, Zendesk provides you with tools for filtering your business rules, giving you greater insight into how your automations, macros, triggers, and views...
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Written by Alex Potrivaev
Updated over a week ago

Using the "Ticket Received At" condition Follow

[Image "plan_available_all.png"] In Zendesk Support, the Ticket Received At condition in triggers, automations, and views can check addresses from the Zendesk Support email domain as well as from external email...
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Written by Alex Potrivaev
Updated over a week ago

Using "Hours since...is" and "Hours since...greater than" in automations Follow

[Image "plan_available_rpe.png"] Automations enable you to set up time-based actions to modify tickets or send email notifications. One popular use of automations is to perform an action a certain amount...
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Written by Alex Potrivaev
Updated over a week ago

Understanding Liquid markup and Zendesk Support Follow

If you're familiar with placeholders in Zendesk Support, then you already know something about Liquid markup. It's the templating language we use to enable them. Placeholders are used in automations,...
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Written by Alex Potrivaev
Updated over a week ago

Using Liquid markup to support multiple languages in automations, macros, and triggers (Professional and Enterprise) Follow

Liquid markup is commonly used in business rules to customize comments and email notifications. Many companies and organizations support end-users who speak languages other than English and there are a...
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Written by Alex Potrivaev
Updated over a week ago

Using Liquid markup to customize the formatting and placement of text in comments and email notifications Follow

By default, many business rules use the ###{{ticket.comments_formatted}} placeholder to include comments into email notifications. If you want more control over how the comments are presented to requesters, you can...
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Written by Alex Potrivaev
Updated over a week ago

Modifying a notification trigger to return a response based on business hours Follow

You can use Liquid markup to create different responses in your business rules based on ticket properties. This example shows how you can modify the Notify requester of received request...
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Written by Alex Potrivaev
Updated over a week ago

Triggers resources Follow

The following resources are available for triggers: - <a href="/administrators/support-workflow/triggers-resources--follow">Documentation</a> - <a href="/administrators/support-workflow/triggers-resources--follow">Video training</a&gt
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Written by Alex Potrivaev
Updated over a week ago
Reporting and performance

Building custom metrics for the Events model in Insights (Professional and Enterprise) Follow

In this article I will go over how to create metrics and reports using the Ticket Events datasets. Ticket Events tracks all events of a ticket. The Ticket Updates attribute...
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Written by Alex Potrivaev
Updated over a week ago

Understanding disconnected date dimensions in Insights (Professional and Enterprise) Follow

[Image "plan_available_pe.png"] By Chiara Rizzi, GoodData With Insights, you can create a lot of great reports and add them to dashboards to give meaning to your Help Desk data. In...
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Written by Alex Potrivaev
Updated over a week ago

Using the Backlog Dataset in Insights (Professional and Enterprise) Follow

[Image "plan_available_pe.png"] This document shows how to use the Ticket Backlog History dataset specifically within Insights. First, a little background... The Ticket Backlog History dataset functions a little differently than...
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Written by Alex Potrivaev
Updated over a week ago

Insights: Difference between "Organization" and "Ticket Organization" Follow

In Insights there are two attributes that look at the organization associated with a ticket. They are called "Organization" and "Ticket Organization". Insights is available on Professional and Enterprise. Note:...
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Written by Alex Potrivaev
Updated over a week ago

Calculating first reply time (Professional and Enterprise) Follow

[Image "plan_available_pe.png"] First reply time (FRT) is one of the metrics available in Zendesk's Insights reporting and analytics suite, and it can be incredibly helpful when trying to understand your...
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Written by Alex Potrivaev
Updated over a week ago

SLA reporting dashboard overview (Professional and Enterprise) Follow

[Image "plan_available_pe.png"] The SLA reporting dashboard enables you to easily view how well you are meeting your SLA policies. This dashboard breaks down your SLA metrics by policy, time, and...
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Written by Alex Potrivaev
Updated over a week ago

Troubleshooting your Net Promoter Score℠ survey Follow

[Image "plan_available_add_p_add_e.png"] You can review this list of common questions if you get unexpected results in the way your NPS survey is branded or delivered. - <a href="/administrators/reporting-and-performance/troubleshooting--your-net-promo
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Written by Alex Potrivaev
Updated over a week ago

About Satisfaction Prediction Scores Follow

[Image "plan_available_e.png"] Satisfaction Prediction Scores are generated using your account’s customer support data, and can identify what characteristics are likely to result in your customer being satisfied. When you enable...
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Written by Alex Potrivaev
Updated over a week ago

About Net Promoter Scores℠ Follow

[Image "plan_available_add_p_add_e.png"] Net Promoter Score℠ (NPS®) is an industry standard for measuring customer loyalty. That is, how likely your customers are to recommend your business. You can create and send...
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Written by Alex Potrivaev
Updated over a week ago

Zendesk Insights resources (Professional and Enterprise) Follow

50037596 [Image "plan_available_pe.png"] Insights is an analytics offering with more data and best-practice dashboards to help you make more sense of your data. With Insights you can understand your customer...
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Written by Alex Potrivaev
Updated over a week ago

SLA resources Follow

Service Level Agreements, or SLAs, are agreed upon measures of the average response and resolution times that your support team delivers to your customers. Providing support based on service-levels ensures...
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Updated over a week ago

NPS resources Follow

Net Promoter Score℠ (NPS®) is an industry standard for measuring customer loyalty. That is, how likely your customers are to recommend your business. This topic contains resources for understanding NPS...
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Written by Alex Potrivaev
Updated over a week ago

Zendesk Insights recipes reference (Professional and Enterprise) Follow

This article contains recipes for the following categories: - <a href="/administrators/reporting-and-performance/zendesk-insights-recipes-reference-professional-and-enterprise--follow">Agents</a> - <a href="/administrators/reporting-and-per
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Updated over a week ago
Best practices and recipes

Cookbook for the customer-centric company Follow

We often hear about the importance of customer service and all the reasons that contribute to a good customer experience, like speed of resolution or a pleasant support agent. No...
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Written by Alex Potrivaev
Updated over a week ago

Recipe for Approval Process Follow

A recipe for granting approval between departments Here's a quick and easy way to set up an approval process in your Zendesk account! Skill Level: Beginner Time Required: 10 minutes...
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Written by Alex Potrivaev
Updated over a week ago

Recipe: Setting up Zendesk Support for gaming Follow

[Image "plan_available_all.png"] At Zendesk we have a lot of customers who use Zendesk for gamer support, and we work closely with many of them to understand how they support their...
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Written by Alex Potrivaev
Updated over a week ago

Google Analytics and Help Center - Part 1: Asking the right questions Follow

[Image "plan_available_rpe.png"] This series outlines best practices for Guide managers who want to use the insights provided by Google Analytics to create the best self-service experience possible for customers. Zendesk...
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Written by Alex Potrivaev
Updated over a week ago

Avoiding conflicting triggers Follow

Something you may need to watch out for are triggers that undo or modify an action that was contained in another trigger. Imagine that you've created a trigger to assign...
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Written by Alex Potrivaev
Updated over a week ago

Insights: Troubleshooting custom metrics for the Ticket Events data model Follow

[Image "plan_available_pe.png"] Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Please post any issues you have in the comments section or...
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Updated over a week ago

Using automations to create service level targets Follow

Important: There is an updated version of SLAs for Professional and Enterprise. See Defining and using SLA policies . This article applies to the previous version of SLAs. Customers expect...
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Written by Alex Potrivaev
Updated over a week ago

NPS Best Practices: What is Net Promoter Score℠ and how does it help me? Follow

[Image "plan_available_add_p_add_e.png"] In Zendesk Support, you can send Net Promoter Score℠ (NPS®) surveys to your customers. Although the sending of the actual NPS survey is very simple, you might want...
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Written by Alex Potrivaev
Updated over a week ago

Time Tracking recipe: A look inside your agents' day-to-day productivity Follow

[Image "plan_available_pe.png"] You can track the time your support team spent on every Zendesk Support ticket by using the Time Tracking app. With the app, support managers gain visibility into...
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Updated over a week ago

Insights recipe: Reviewing SLA performance in Insights Follow

[Image "plan_available_pe.png"] If you've gone to the Reporting Overview page of Zendesk, you've probably seen a section that looks something like this: [Image "overview_FRT.png"] These numbers give you "buckets" of...
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Written by Alex Potrivaev
Updated over a week ago

Insights recipe: First reply time heatmap Follow

By Ray Light, GoodData This report is a great tool for seeing your first reply time compared to when tickets were created. If you set up your business hours in...
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Written by Alex Potrivaev
Updated over a week ago

Triggers: The importance of the 'Ticket is' condition Follow

[Image "notify_trigger_optimize.png"] [Image "ticket_is_updated_high.png"] One of the most important considerations when building triggers (or other business rules) is to be as specific as possible when creating conditions. You want to...
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Written by Alex Potrivaev
Updated over a week ago

Insights recipe: Reporting on multi-select fields using ticket tags Follow

At this time, multi-select fields are not synced to Insights. To report on these fields, you will need to use tags instead. Tags can be tricky to use in reports,...
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Written by Alex Potrivaev
Updated over a week ago

Best practices and recipes reference Follow

You can use our best practices and recipes for information on how to enhance your support. This topic contains a reference list for all of our best practices and recipes....
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Written by Alex Potrivaev
Updated over a week ago

Triggers best practices and recipes reference Follow

This topic contains a reference list of all triggers best practices and recipes. For more information on triggers, see Triggers resources. - <a href="/administrators/best-practices-and-recipes/triggers-best-practices-and-recipes-reference--follow">B
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Written by Alex Potrivaev
Updated over a week ago

Automations best practices and recipes reference Follow

This topic contains a reference list of all automation best practices and recipes. - <a href="/administrators/best-practices-and-recipes/automations-best-practices-and-recipes-reference--follow">Best practices</a> - <a href="/administrators
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Developer resources

Develop for Zendesk Talk Follow

[Image "plan_available_talk_lba.png"] Get started - <a href="https://help.zendesk.com/hc/en-us/articles/115011289348">Zendesk API quick start</a> - Getting started with Zendesk Talk Tutorials & guides - <a href="https://help.zendesk.com
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Updated over a week ago

Develop for Zendesk Guide Follow

[Image "plan_available_guide_lp.png"] Get started - <a href="https://help.zendesk.com/hc/en-us/articles/115011289348">Zendesk API quick start</a> - Adding the Web Widget to your website or Help Center - Using the Mobile SDK to embed customer s
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Updated over a week ago

Embed Zendesk Support Follow

[Image "plan_available_all.png"] The Zendesk platform lets you embed customer service features such as tickets and Help Center in your websites or mobile apps. Get started - Adding the Web Widget...
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Written by Alex Potrivaev
Updated over a week ago

Extend Zendesk Support Follow

[Image "plan_available_all.png"] The Zendesk platform lets you build in-product apps that extend Zendesk Support. You can also extend Help Center with a templating language called Curlybars. Get started - <a...
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Written by Alex Potrivaev
Updated over a week ago

Use the Zendesk Support API Follow

[Image "plan_available_all.png"] Get started - <a href="https://help.zendesk.com/hc/en-us/articles/115011289348">Zendesk API quick start</a> Tutorials & guides - <a href="https://help.zendesk.com/hc/en-us/sections/206223768">Zendesk
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Written by Alex Potrivaev
Updated over a week ago
Support tips

The Call Center, Unplugged Follow

I’ve worked in call centers and done phone support for a decade. Ten years of sitting in front of a computer, often with a complicated phone system with several lines...
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Written by Alex Potrivaev
Updated over a week ago

Zendesk Talk: Tips from Zendesk customer service team Follow

Our customer service team uses Zendesk Talk to take inbound support calls and make outbound calls to our customers. Talk is incredibly simple to set up - adding a phone...
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Written by Alex Potrivaev
Updated over a week ago

Zendesk Talk Troubleshooting Tips Follow

All web-based software can experience performance issues relating to the connections and environment in which it operates. Existing system or connection issues may not be as noticeable during normal ticketing,...
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Written by Alex Potrivaev
Updated over a week ago

Updating the breadcrumbs in Help Center to match a custom Community name Follow

I've seen the occasional request where instead of using 'Community' to describe the area where end-users can contribute and discuss information, someone will want to use something like 'Discussion Board'...
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Written by Alex Potrivaev
Updated over a week ago

How to use JIRA Filters to see Zendesk Tickets in JIRA Follow

JIRA filters allow you to collect tickets that share certain features, much like views are used in Zendesk. A JIRA filter is a query function that returns a set of...
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Updated over a week ago

Beginner's Guide to the Zendesk API Follow

What is the Zendesk API? An API, or Application Programming Interface, is a tool for software applications. If you think of a restaurant, the waiter carries dishes from the kitchen...
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Written by Alex Potrivaev
Updated over a week ago

Generating a traceroute for troubleshooting Follow

When troubleshooting performance issues, our customer service team sometimes need to gain additional information about the path your browser takes to get to your Zendesk Support instance (https://subdomain.zendesk.com). We may...
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Written by Alex Potrivaev
Updated over a week ago

Help Center: Notify Customers of Post/Comment converted into a ticket Follow

Now that the New Community is out and available to everyone, you may have already migrated from Community v.1 to v.2 and tried all the new features available. One of...
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Written by Alex Potrivaev
Updated over a week ago

Organize incoming tickets with multiple email addresses Follow

Two important aspects of building your support workflow are collecting and processing your incoming tickets. You want to make it easy for your customers to contact you, but you also...
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Written by Alex Potrivaev
Updated over a week ago

Using business rules to send automated reminders to customers Follow

Using Zendesk Support can often create a back-and-forth dialogue between agents and end-users. It's pretty common for agents to set a ticket to the Pending status when they're waiting for...
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Written by Alex Potrivaev
Updated over a week ago

Automation: Notify assignee if more than "n" hours since update from requester Follow

It's important for everyone in the customer service industry to keep their response times as quick as possible. With Zendesk Support, you can automate this process using business rules. Say...
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Written by Alex Potrivaev
Updated over a week ago

Why do my Automations hate me? Follow

Automations can be a bit fickle at times, preventing you from creating a new automation with cryptic demands of nullifying a condition and saving the universe from an infinite loop....
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Written by Alex Potrivaev
Updated over a week ago

Automations vs. Triggers - When To Use What Follow

The differences between automations and triggers highlight two different aspects of your support workflow: time and action. You want to have a clear understanding of when you should use an...
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Written by Alex Potrivaev
Updated over a week ago

Versioning your SLA policies Follow

On April 22 we announced our brand new take on SLAs and gave you a few ideas on how to use the feature. The new SLAs feature lets admins define...
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Written by Alex Potrivaev
Updated over a week ago

Troubleshooting common issues with SLAs Follow

[Image "plan_available_pe.png"] Service Level Agreement (SLA) policies are agreed-upon ticket response, update, and resolution times from your support team to your customers. SLAs make work easier by quickly identifying tickets...
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Written by Alex Potrivaev
Updated over a week ago

Reporting on Average First Reply Time in Insights (Professional and Enterprise) Follow

To create a report on Average First Reply Time, first navigate to Reporting > Insights > GoodData > Reports and click the "Create report" button: [Image "00001284.png"] Then add a...
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Written by Alex Potrivaev
Updated over a week ago

Displaying an alternative author on your articles (Guide Professional) Follow

From time to time, the need to update the author of an article comes along. If you are familiar with APIs and/or cURL requests, you could update the author by...
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Written by Alex Potrivaev
Updated over a week ago

Send out different notification messages using liquid Follow

Problem Very often, customers get annoyed by receiving canned emails from agents. This is particularly applicable for follow-up notifications or ticket resolution messages. One solution is to manually personalize every...
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Written by Alex Potrivaev
Updated over a week ago

Making your email notifications simpler and more meaningful Follow

This article covers some suggestions, as well as a few recent improvements, that should result in a smoother experience for you and your customers. People can be very particular about...
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Written by Alex Potrivaev
Updated over a week ago

Using Liquid markup to reveal CCs in a notification email Follow

Disclaimer: Zendesk provides this article for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for third-party technologies such as JavaScript, jQuery, or...
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Written by Alex Potrivaev
Updated over a week ago

Make your emails stand out by adding a sender avatar Follow

In the constant struggle to retain your customer's attention on an email, there are limited ways you can make your emails stand out. One effective way to help you on...
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Written by Alex Potrivaev
Updated over a week ago

Auto-fill the Web Widget Contact Form Follow

The new Embeddable Web Widget makes it easy to bring an effortless support experience to your users--but you can make it even better with the Web Widget API. By adding...
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Written by Alex Potrivaev
Updated over a week ago

Multibrand: Restricting agents to specific brands (Professional Add-on and Enterprise) Follow

With Zendesk Support's Multibrand solution , all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and...
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Written by Alex Potrivaev
Updated over a week ago

Multibranding Zendesk Chat (Professional Add-on and Enterprise) Follow

- <a href="/administrators/support-tips/multibranding-zendesk-chat-professional-add-on-and-enterprise--follow"> Overview </a> - <a href="/administrators/support-tips/multibranding-zendesk-chat-professional-add-on-and-enterprise--follow">
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Written by Alex Potrivaev
Updated over a week ago

Best practices for removing agents Follow

In an ever changing environment agents may come and go, and when it is time for them to go how do you best maintain your support lines of communication? This...
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Written by Alex Potrivaev
Updated over a week ago

What does "Detected as spam" mean? Follow

Nobody likes spam, and nobody likes having legitimate emails suspended as spam, yet spam is a recurring issue with email, making spam filters an everyday part of the process. Few...
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Written by Alex Potrivaev
Updated over a week ago

Common issues with email deliverability Follow

The way it's commonly used, email is a non-confirming message delivery protocol. This means that there is no guarantee that any given email sent from you will be delivered to...
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Written by Alex Potrivaev
Updated over a week ago

Creating a secure environment for Zendesk Support Follow

Security is not only about passwords, encryption, and anti-virus, it is also a state of mind. When you feel secure, you are more focused and you can get more work...
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Written by Alex Potrivaev
Updated over a week ago

Securing sensitive customer attachments Follow

Verifying your customer’s identity through a passport or driver license scan can be an effective way to verify the identity of your customer. Due to the sensitive nature of these...
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Written by Alex Potrivaev
Updated over a week ago

Security, passwords, and an opportunity to have a more secure digital life. Follow

Security, Passwords, and Opportunity [Image "c4PKb4x.jpg"] Can we be honest? Passwords can be a pain. When you have a great password, it’s annoying to have to come up with another...
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Written by Alex Potrivaev
Updated over a week ago

Multibrand - Using multiple JWT Single Sign-on URL's (Professional Add-on and Enterprise) Follow

Multibrand allows you to control all your company brands in a single Zendesk Support instance. However, security settings will only allow you to set up one single URL for remote...
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Written by Alex Potrivaev
Updated over a week ago

Getting an OAuth access token for testing purposes Follow

If you're testing or building an internal application, you might not want your API requests to be associated with a specific user, as is the case with basic authentication ,...
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Written by Alex Potrivaev
Updated over a week ago

Changing bad satisfaction ratings to good Follow

[Image "plan_available_pe.png"] Customers have two ways to rate tickets. They can respond to the link in the customer satisfaction rating email or sign in to your Zendesk Help Center. In...
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Written by Alex Potrivaev
Updated over a week ago

Selectively hiding Help Center components using Curlybars Follow

[Image "plan_available_guide_p.png"] With the addition of our Help Center templating language Curlybars, the ability to add conditional statements was exposed which allows for dynamically impacting the rendering of your Help...
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Written by Alex Potrivaev
Updated over a week ago

About conditions with deleted values in automations Follow

This support tip will discuss the impact of deleted values, such as a ticket field or tag, in your automations and how to correct the deleted values error. This support...
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Written by Alex Potrivaev
Updated over a week ago

About Support Tips Follow

Our customer service team learns some amazing tips and tricks working with customers. And they love to share them as Support tips. Zendesk provides Support tips for instructional purposes only....
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Written by Alex Potrivaev
Updated over a week ago