Shopify
Stripe
Slack
Notion
Google Workspace
Confluence
All articles
1341 articles
Back to blog home
What Is a Zendesk SLA? Policies, Metrics and Plans Explained (2026)
A plain-English guide to Zendesk SLAs — what an SLA policy is, the metrics Zendesk measures (first reply time, resolution time and more), business vs calendar hours, breaches, Grou
Which AI Model Should a Support Agent Run On in 2026? GPT-5.6, GPT-5.4, Claude and Groq
Choosing an AI model for support agents just got cheaper: Macha cut GPT-5 to 2 credits and GPT-5.4 to 3, with Claude Sonnet and Groq also on tap. How to pick.
What Are Zendesk Business Rules? Macros vs Triggers vs Automations vs SLAs (2026)
The big picture on Zendesk business rules — macros, triggers, automations, views, SLAs, and schedules. What each one does, when to use which, and how they work together.
Zendesk Business Hours and Schedules (2026): How Do You Set Them Up for SLAs?
How Zendesk schedules work — set business hours, time zone, and holidays, why they matter for SLAs (business vs calendar hours), how triggers apply them, multiple schedules, and th
What Are Zendesk Views? How to Create and Organize Your Ticket Queue
What Zendesk views are, how they work, views vs search/filters, how to create one, the active-view limits, and the queues every support team should build — verified against Zendesk
How Do Zendesk Triggers Work? Conditions, Actions and Run Order
What a Zendesk trigger is, how conditions (Meet ALL vs ANY) and actions work, why run order matters, the default triggers Zendesk ships with, plus examples and best practices.
What's the Difference Between Automations and Triggers in Zendesk?
Triggers are event-based; automations are time-based. A plain-English guide to the difference between Zendesk automations and triggers, when to use each, and how they work together
What Is a Zendesk Macro? How Macros Work, with Examples
A plain-English guide to Zendesk macros: what they are, what a macro can do, personal vs shared macros, the :: category trick, examples, and macros vs triggers.
What Do Zendesk Ticket Priority and Type Mean? (2026)
What Zendesk's Priority and Type fields really do — the four priority levels, the four types (Question, Incident, Problem, Task), Problem/Incident linking, and how to set them auto
What's the Difference Between CCs, Followers and Requesters in Zendesk?
Who's who on a Zendesk ticket — requester, submitter, assignee, CCs, and followers. The crucial CC-vs-follower difference, how to enable CCs and followers, and how each gets notifi
What Is the Difference Between Ticket Fields and Forms in Zendesk? (2026)
Fields vs. forms in Zendesk, explained: system and custom fields, every field type, conditional fields, multiple forms, the plan tiers that gate them, and best practices.
What Do the Zendesk Ticket Statuses Mean? New, Open, Pending, On-hold, Solved and Closed (2026)
What every Zendesk ticket status means and when to use it — New, Open, Pending, On-hold, Solved, Closed — plus custom statuses, SLAs, reporting, and common mistakes.
Page 102 of 112