Jarod Stanton
Articles
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Understanding a Zendesk Help Center
Q: What is a Zendesk Help Centre? A: Zendesk Help Centre is a self-service portal structured to be intuitive and scalable with categories at the top level, which then contain sections that organise...
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Understanding Ticket Navigation
In Zendesk Support, a ticket is laid out with the aim of providing agents with a comprehensive overview of the customer's request and the necessary tools to address it efficiently. Zendesk Ticket ...
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How Agents Can Use Out-Of-The-Box Zendesk Reporting Dashboards
Zendesk provides built-in dashboards through Zendesk Explore to help agents track ticket metrics, support performance, and customer satisfaction. Accessing Zendesk Reporting Dashboards (Explore) St...
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Using Knowledge Capture in a Ticket
Using Knowledge Capture in Zendesk helps agents search, link, and create Help Centre articles directly from the ticket interface—improving support efficiency and self-service content. Q: What is K...
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Troubleshooting End-User Profile Issues
Troubleshooting issues from the end-user profile in Zendesk is a valuable step for agents to understand and resolve customer problems efficiently. The end-user profile in Zendesk gives agents a co...
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Macros
Q: What is a macro? A: Zendesk macros are predefined actions or a set of actions that agents can apply to support tickets to save time and ensure consistency in responses.A macro can be used to: In...
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Understanding SLAs & Achievement Rates
In Zendesk, SLAs (Service Level Agreements) and achievement rates are critical for tracking the timeliness and quality of your support team's performance against predefined targets. Q: What is a Ze...
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Zendesk Support Surveys
To set up and run a Zendesk support survey, you will need to configure CSAT Survey Settings in Zendesk by following these steps: 1. In Zendesk Admin Centre, navigate to Objects and rules > Business...
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Ticket Transfers & Sharing
In Zendesk, you can transfer tickets (assign them) to individual agents or groups of agents. You can also share tickets with other Zendesk accounts to collaborate with external support teams. Tra...
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Royalties Time in Stages Report Breakdown
Link to Training Recording from Dani: April 17, 2025Recording for Staging Reports Breakdown & Agent Training - 4.15.25.mp4In Zendesk, a support ticket typically moves through several stages from th...