Zendesk Agent Workspace

This is a tool that provides customer service solutions for business.

A label used to indicate the state of a ticket.

These are the channels that customers use to reach out to us.

• Email

• Social Messaging

• MS Teams

• Web Widget

• Mobile SDK

Once we login to Zendesk, this is the initial screen that we see.

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How many ticket statuses does Zendesk have?

• 4

• 5

• 6

This ticket status is used when an agent needs more information from the customer.

• Closed

• Waiting

• Solved

• Pending

We submit a ticket to this status once the issue is solved.

• All good

• Solved

• Closed

• Done

A prepared response or action that an agent can manually apply when they are creating or updating tickets.

This Zendesk Feature allows us to answer a call from a customer.

In what ways could we locate tickets?

• Ticket Views

• Search

• CTRL + F

• Recently Viewed Tickets