Jarod Stanton
Articles
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Tasks & Subtickets App
The Zendesk Tasks & Subtickets app (previously known as the Tasks app or the Task List app) is a productivity tool designed to help agents and teams manage complex workflows within Zendesk Support ...
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Side Conversations
Q: What are Side Conversations? A: Side conversations are spaces in a ticket where agents can have a side conversation with a specific group of people, or discuss a specific area of concern or cour...
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Understanding Recipient, Follower, CC, & Third-Party Replies
In Zendesk, understanding the difference between Recipient, Follower, CC, and Third-Party Replies is key to managing ticket visibility and communication. Here’s a breakdown of each: Recipient Def...
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Admin Center - Instance Admins
Zendesk Admin Centre is the central place where Zendesk administrators configure and manage account-wide settings. Q: Why use the Admin Centre?A: It provides a streamlined interface to control esse...
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Admin Center Functionality
Zendesk Admin Centre is the central place where Zendesk administrators configure and manage account-wide settings. Q: Why use the Admin Centre?A: It provides a streamlined interface to control esse...
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How to create a Personal View in Zendesk
Creating a personal view in Zendesk allows you to filter and organise tickets based on specific conditions that are relevant to your workflow. To see a video on how to create a view, please refere...
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Parent & Child Tickets
Q: What is a Parent/Child Ticket? A: Parent/Child tickets are a way to link multiple related tickets in Zendesk, where one ticket acts as the “parent” (main ticket) and other tickets act as its “ch...
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Automations, Triggers & Ticket Events
Zendesk has a variety of business rules that can be used to automate record updates and notifications across products. Automations and triggers are similar because they both define conditions and a...
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Ticket Statuses
In Zendesk, ticket statuses help track the progress of a support request through its lifecycle. Each status indicates what action is needed (or not needed) from agents or end users. UMG Ticket Stat...
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Internal Note vs. Public Reply
In Zendesk, Internal Note and Public Reply are two different types of ticket comments that serve different purposes:Internal Note Visible to: Only agents and admins. Purpose: Used for internal co...