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Zendesk Internal Note vs Public Reply: Who Sees What?
Who sees a Zendesk internal note vs a public reply, how to switch, draft mode, CCs and followers, why customer emails arrive as notes, and how triggers read privacy.
How Do You Merge Tickets in Zendesk? Steps, Bulk Merge and Auto-Merge (2026)
Merge tickets in Zendesk step by step, bulk-merge a stack from a view, and cut the 7-10 seconds a manual merge costs with suggestions, apps or the merge API.
How Do You Configure Business Hours in Zendesk? (Step by Step, 2026)
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 Do You Set Up SLA Policies in Zendesk? (2026 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 Do You Create a Custom View in Zendesk? 8 Steps (2026)
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
How Do You Create a Trigger in Zendesk? Step-by-Step Guide (2026)
A step-by-step guide to building your first Zendesk trigger — from the exact Admin Center path to conditions, actions, run order, and testing it on a real ticket. With a worked VIP
How Do You Create a Macro in Zendesk? Step by Step (2026)
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 Do You Set Up an Automation in Zendesk? Step-by-Step (2026)
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 in 2026: 10 Steps 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, Seat Limits and Pricing (2026)
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.
How Does CSAT Work in Zendesk? Surveys, Scales and Score (2026)
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
How Do Zendesk Placeholders and Dynamic Content Work? (With Liquid Examples)
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
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