Support Management

  It's an expected behavior according the design of the solution. It depends on Message ID Here the explanation .   In summary :    When a new email arrives, Zendesk checks the message-ID of the em...

  Below is a step-by-step description to enable assumption in your account. 1. In Admin Center, locate the Account section 2. Select Advanced option 3. Go to the Account Assumption tab 4. Select th...

  Steps to migrate the Messaging channels   original link: Make sure all agents close all tickets from Whatsapp before starting this process. Follow steps  Migrating to the Zendesk Agent Workspa...

Configuration Set up the help center to support the other languages you work with, if you haven't already (see Setting up the help center to use multiple languages). To activate a language in the...

What is Omnichannel Routing Agents will no longer need to assign their own tickets, allowing them to focus on high-value tasks. Deliver conversations to the right agent based on availability and c...

Considerations Before removing users consider the option of demoting agents to the end-user level instead of deleting them: Remove or replace users Whatever the decision (delete or downgrade),...

You can use our Knowledge Capture app to leverage your team’s collective knowledge. Using the app, agents can: Search the Help Center without leaving the ticket Insert links to relevant Help C...

You can modify the look and feel of your Help Center by changing colors and fonts. See Branding your Help Center to learn how. You can also change the design of your Help Center. If you're comfort...

This FAQ is a section in the General category of your help center knowledge base. We created this category and a few common sections to help you get started with your Help Center. The knowledge ba...

You're looking at your new Help Center. We populated it with placeholder content to help you get started. Feel free to edit or delete this content. The Help Center is designed to provide a complet...