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191 articles in Zendesk
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How to Create a Macro in Zendesk (Step by Step)
A step-by-step guide to creating a macro in Zendesk — who can create them, the exact Admin Center path, naming with ::, adding actions, setting availability, and how agents apply i
How to Set Up an Automation in Zendesk (Step by Step)
A step-by-step guide to creating a Zendesk automation — the exact admin path, the required time condition, the must-have nullifying action that stops it re-running, and a worked au
How to Set Up Zendesk: A Step-by-Step Guide for New Admins
A practical, 10-step walkthrough for setting up Zendesk from scratch — team members, channels, Help Center, ticket fields, business rules, views, macros, AI, and CSAT — with links
What Is a Light Agent in Zendesk? (Permissions, Pricing & Use Cases)
A plain-English guide to Zendesk light agents — exactly what they can and can't do, how they compare to full agents and contributors, and whether they're free.
CSAT in Zendesk: How Satisfaction Surveys Work
A plain-English guide to the Zendesk CSAT survey — how it's sent after a ticket is solved, the Good/Bad and expanded rating scales, how CSAT is calculated, reporting in Explore, an
Placeholders & Dynamic Content in Zendesk Explained
How Zendesk placeholders work — the common tokens, Liquid markup, where they're used, the security rules — plus dynamic content for multilingual, reusable text. With real code exam
Zendesk Roles & Permissions Explained
A plain-English guide to Zendesk roles and permissions — the three user types, predefined staff roles, custom roles on Enterprise, end-user settings, seat billing, and best practic
The Zendesk Agent Workspace Explained
A plain-English guide to the Zendesk Agent Workspace — the unified interface where agents handle email, messaging, chat, voice, and social from one ticket. Anatomy, what it replace
Zendesk Side Conversations Explained (Email, Slack, Teams & Child Tickets)
What Zendesk side conversations are, the four channel types (email, Slack, Microsoft Teams, child tickets), who can see them, the plans you need, and how they differ from internal
How Tags Work in Zendesk (A Complete Guide to Zendesk Tags)
A plain-English guide to Zendesk tags — what they are, every way tags get added to tickets, how they power triggers, views, SLAs, and Explore reports, plus the admin controls and b
What Is ZIS (Zendesk Integration Services)? A Plain-English Guide
ZIS is Zendesk's serverless, Zendesk-hosted framework for building integrations — no backend to run. What it is, its core pieces, and how it differs from the API, webhooks, the App
Zendesk Webhooks Explained (How Zendesk Pushes Data Out)
A plain-English guide to Zendesk webhooks — what they are, how triggers fire them, the JSON payload, auth options, signature verification, and retries, with real examples.
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