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168 articles in Guides
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How to Set Up Zendesk AI Agents (Answer Bot) — Step by Step
Step-by-step setup for Zendesk AI agents — the bot formerly called Answer Bot. Enable it in Admin Center, build conversation flows, connect messaging and email autoreplies, test, a
How to Use Macros to Speed Up Agent Replies in Zendesk (Best Practices)
Best practices for using Zendesk macros to reply faster — writing good macros, the :: naming convention, personal vs shared vs group, placeholders, applying with the keyboard, AI m
How to Build Reports in Zendesk Explore (Step by Step)
A step-by-step guide to building custom reports in Zendesk Explore — pick a dataset, add a metric, slice by an attribute, choose a visualization, filter by date, then add it to a d
How to Configure Roles & Permissions in Zendesk (Step by Step)
A step-by-step guide to Zendesk roles setup: default roles, creating a custom role in Admin Center, the permission categories you configure, assigning roles, plan gating, and least
How to Build a Knowledge Base in Zendesk Guide (Step by Step)
A step-by-step guide to building a Zendesk knowledge base — activate Guide, plan the Category → Section → Article structure, write articles, set who can view them, theme the Help C
How to Set Up Zendesk Messaging (Step by Step)
A step-by-step guide to setting up Zendesk messaging — turn it on in Admin Center, pick brands, add the Web Widget, mobile SDK, or social channels, configure an AI agent and busine
How to Add the Zendesk Web Widget to Your Website (Step by Step)
A step-by-step guide to setting up the Zendesk Web Widget — turn on messaging, configure it, copy the installation snippet, and paste it before </body> on WordPress, Shopify, or vi
How to Create Custom Ticket Fields & Forms in Zendesk (Step by Step)
A step-by-step guide to Zendesk custom fields setup — the exact Admin Center path, field types, permissions, required-to-solve, drop-down tags, then building and assigning a ticket
How to Merge Tickets in Zendesk (Step by Step)
A step-by-step guide to merging tickets in Zendesk — the exact ticket-options path, how to pick the target, the private comments, what happens to the closed ticket, and the rules (
How to Configure Business Hours in Zendesk (Step by Step)
A step-by-step guide to Zendesk business hours setup — create a schedule, set the time zone, weekly hours, and holidays, then apply it to tickets via triggers and SLAs.
How to Set Up SLA Policies in Zendesk (Step by Step)
A step-by-step guide to setting up SLA policies in Zendesk — prerequisites, conditions, per-priority targets, policy order, surfacing SLAs in views, and escalating breaches with au
How to Create a Custom View in Zendesk (Step by Step)
A step-by-step guide to creating a custom view in Zendesk — the exact Admin Center path, how to set conditions, columns, sorting, and sharing, with a worked example, verified again
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