Zendesk messaging
- About conversational support with messaging
- Zendesk messaging resources
- Messaging deployment guide: Introduction
- Setting up Web Widget to add messaging to your website or help center
- Working with messaging for your mobile channel
- Conversational styles in messaging
Team members and groups
- About the Team members page
- About the Groups page
- Adding agents and admins and setting ticket access
- Removing or replacing a team member
- About team member product roles and access
- Understanding system custom agent roles in Zendesk Support
Zendesk basics
- Support Professional and Enterprise resources
- Using User / Organization Tags to Set Drop-Down Ticket Fields
- Ensuring dark mode compatibility for your Zendesk Support apps
- Top feature recommendations for business-to-consumer (B2C) support
- Top feature recommendations for business-to-business (B2B) support
- Zendesk terminology for Freshdesk users
Extending Zendesk
- Extending Zendesk with top integrations
- Using external steps in action flows (EAP)
- Using the App Builder (EAP)
- Prompting guidelines and examples for App Builder (EAP)
- Using webhooks to integrate with Amazon EventBridge
- About Conversational Data Orchestration
AI agent basics
- About AI agents
- Monitoring automated resolution usage
- AI agent resources
- Getting started with AI agents - Essential
- Understanding chatbot options in your Zendesk account
- Understanding everywhere you can use AI agents
Working with articles in the knowledge base
- 5 strategies for building up your help center content for AI
- Managing content tags
- Adding article summaries to knowledge base articles
- Editing articles in the knowledge base
- Fixing table styling when transitioning to the new article editor
- Working with article placements
Talk basics
- Zendesk Talk resources for voice
- Zendesk voice and text number regulatory requirements
- Understanding Embedded voice
- Understanding how voice calls become tickets
- About Zendesk Talk plan types
- Zendesk Talk billing FAQ
Explore basics
- Resources for reporting and analytics
- Learning about Explore with e-books
- About the Zendesk Explore plan types
- Navigating the Explore interface
- Data refresh intervals for Explore reporting
- Reporting glossary
Chat basics
- Zendesk Chat system requirements
- About Zendesk Chat plan types
- Determining your Zendesk Chat account version
- Signing up for a live chat account
- Introduction to the Chat dashboard
- Editing and managing chat triggers
Accounts and billing
- Using Zendesk Admin Center
- Appraising and increasing the effectiveness of your Zendesk account
- Admin Center settings
- Checking your plan type or add-ons
- Monitoring your account status with the Zendesk Status page
- Subscribing to status notifications for your account
Reflecting your sales processes
Web Widget documentation
- Viewing and configuring Web Widget settings
- Configuring the name and appearance of the Web Widget
- Installing the Web Widget for messaging
- Adding Web Widget to multiple brands
- Comparing the Zendesk Web Widgets
- Understanding user authentication for messaging
Setting up your email channel
- About the Microsoft Exchange connector
- Connecting your Microsoft Exchange account to Zendesk
- Using Exchange Online/MS 365 with the Authenticated SMTP Connector [EAP]
- About the Authenticated SMTP Connector
- Setting up the Authenticated SMTP Connector for two-way email relay
- Setting up the Authenticated SMTP Connector for outbound-only email relay
Business rules
- Trigger resources
- Ticket trigger recipes reference
- Automations resources and recipes
- Understanding how to format email notifications
- About the data importer
- About triggers and how they work
Suite basics
- Zendesk glossary
- About the Zendesk Suite plan types
- About Zendesk add-ons
- Accessibility resources
- Evaluating your Zendesk Suite trial
- Evaluating more capabilities in the Zendesk Suite trial
Setting up Zendesk QA
- Viewing and managing scorecards
- Understanding roles and permissions in Zendesk QA
- Creating custom spotlight insights
- Editing spotlight insights
- Viewing and managing rating categories for scorecards
- Customizing AutoQA system categories
Managing access to AI agents - Advanced
- Accessing the AI agents - Advanced add-on
- Understanding user roles for AI agents - Advanced
- Managing user access to AI agents - Advanced
- Subscribing to the AI agents - Advanced status page
- Setting up SAML-based SSO for Okta and AI agents - Advanced
- Setting up SAML-based SSO for Google and AI agents - Advanced
Integrating other platforms with AI agents - Advanced
- Turning the automation engine on or off for advanced AI agents
- Finding your switchboard and responder IDs for AI agents - Advanced
- Integration builder resources
- About the integration builder for advanced AI agents
- Preparing to create a custom integration for an advanced AI agent
- Technical requirements for integrations with advanced AI agents
Creating AI agents with agentic AI
Support help resources
Configuring the Chat widget
- Configuring and deploying live chat
- Setting up chat in Web Widget (Classic)
- Adding live chat to your website or help center
- Customizing the appearance of your live chat widget
- Customizing the Chat widget for mobile devices
- Optimizing Chat and Web Widget (Classic) performance
Apps and the Zendesk Marketplace
Managing your email
- Managing your support addresses
- Accepting wildcard email addresses for support requests
- Forwarding incoming email from your existing email address to Zendesk Support
- Verifying an end user's email address
- Digitally signing your email with DKIM
- Causes for ticket suspension
Routing
- Planning your ticket routing and automated workflows
- Routing and automation options for incoming tickets
- Omnichannel routing resources
- About omnichannel routing
- Turning on and setting up omnichannel routing
- Managing your omnichannel routing configuration
Working with the dashboard in Zendesk QA
- Accessing and viewing the Assignments dashboard in Zendesk QA
- Accessing and viewing the Categories dashboard in Zendesk QA
- Understanding the AutoQA dashboard in Zendesk QA
- Understanding the Reviews dashboard in Zendesk QA
- Using the surveys dashboard
- About dashboards in Zendesk QA
Importing data for AI agents - Advanced
- About data processing in AI agents - Advanced
- Importing historical data from a file into AI agents - Advanced
- Importing ticket data from Zendesk Support into AI agents - Advanced
- Importing chat data from Zendesk Chat into AI agents - Advanced
- Importing chat data from Salesforce into AI agents - Advanced
- Importing ticket data from Salesforce into AI agents - Advanced
Creating expression-based AI agents - Advanced
- Preparing to launch an expression-based AI agent for messaging
- Preparing to launch an expression-based AI agent for email
- About expressions in advanced AI agents
- About intents in advanced AI agents
- About intent training for advanced AI agents
- Using the Intent Assistant to create new intents for advanced AI agents
Integrating Zendesk Support with AI agents - Advanced
- Connecting your advanced AI agent to Zendesk Support
- Available CRM actions for AI agents - Advanced and Zendesk Support
- Importing data authorization for advanced AI agents with Zendesk Support
- Viewing Zendesk error logs for Advanced AI agents
- Finding the Assignee ID, Group ID, and Field ID in Zendesk Support
- Automatically routing tickets from advanced AI agents to human agents
Using AI agents for messaging
- Creating an AI agent for your web and mobile channels
- Adding and removing an AI agent for a messaging channel
- Customizing an AI agent’s persona to add personality to AI-generated responses
- Adding and updating your AI agent avatar
- Customizing the standard responses for an AI agent for messaging
- Viewing and editing settings for AI agents for messaging