Jarod Stanton
Articles
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How to Apply Soft Solve Status
In Zendesk, the concept of a Soft Solved ticket is closely related to the standard Solved status. When an agent applies a Solved status to a ticket, the customer can still interact and see their re...
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Explaining Ticket Handling Changes
In Zendesk, tickets can be affected by several system conditions that impact whether or how they are processed (e.g., Suspended Tickets, Out of Office, and other related statuses or handling reason...
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Ticket Fields
Q: What are Ticket Fields? A: Ticket fields are used to collect and organise essential information about a support request. Q: Why are Ticket Fields important? A: Ticket fields help agents underst...
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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...