Product updates
View AllGetting Started
Getting to know Zendesk
- Introduction
- Lesson 1: From support requests to tickets
- Lesson 2: Organizing tickets and users
- Lesson 3: Solving tickets
- Lesson 4: Helping customers help themselves
- Lesson 5: Business rules
Training
- ★ What can I expect at a Zen U Training Day?
- ★ What's the best way for me and my team to learn how to use Zendesk?
- How do I join my virtual training?
- How can I enroll in your instructor-led classes and free, online courses?
- How do I log in to Zen U (university.zendesk.com)?
- Do you provide custom training?
Product news and updates
Feature and functionality deprecation
- ★ What is being deprecated? [Updated: March 15]
- ★ How does Zendesk deprecate support for external technologies (browsers, devices and integrations)?
- ★ How much notice will Zendesk give for deprecations?
- ★ How will Zendesk communicate deprecation?
- ★ Why does Zendesk deprecate features and functionality?
- Removal of support for Internet Explorer 8, 9 & 10
Announcements
- ★ Changes to the Macros Interface for Agents and Admins
- ★ Manage access for Zendesk Mobile Agent apps
- ★ Introducing Zendesk's new Product Tray
- ★ Discount code for the Zendesk Community to Relate Live in SF May 11-12th
- ★ Zendesk will no longer support Internet Explorer 8, 9 or 10 from April 11th 2016
- ★ Introducing Satisfaction Prediction
Release notes
- Release Notes thru 2016-04-08
- Release Notes thru 2016-04-01
- Release Notes thru 2016-03-25
- Release Notes thru 2016-03-18
- Release Notes thru 2016-03-11
- Release Notes thru 2016-03-04
Service notifications
- Service Incident - April 13th, 2016
- Service Incident - April 12th, 2016
- Service Incident - April 12th, 2016
- Service Incident - April 12th, 2016
- Service Incident - April 11th, 2016
- Service Incident - April 9th, 2016
Mobile updates and known issues
API updates
- New Via Type for Zendesk Mobile apps
- [BREAKING]: Holiday Hours Breaking Change
- [BREAKING]: DELETE Response code change
- Mobile SDK bug on the new iPhone 6S and 6S Plus
- [BREAKING]: `PUT /api/v2/suspended_tickets/:id/recover.json`
- [API UPDATE] Account-wide API rate limit rollout
Administrators
Zendesk basics
- ★ Share your expertise with our easy-to-use form!
- ★ Professional and Enterprise resources
- ★ Zendesk glossary
- ★ Best practices docs
- About Add-ons (Professional and Enterprise)
- About Zendesk plan types
User access, sign-in, and security
- Configuring how end-users access and sign in to your Zendesk
- Security best practices
- Setting up an open Zendesk
- Setting up a restricted Zendesk
- Setting up a closed Zendesk
- Setting up to provide email-only support
Users, groups, and organizations
- Enabling multiple organizations for users (Professional and Enterprise)
- Using bulk user delete for spam control
- Adding custom fields to organizations
- Adding custom fields to users
- Managing users
- Assuming end-users
Tickets and channels
- ★ Multibrand resources (Professional Add-on and Enterprise)
- Using custom ticket fields in business rules
- Zendesk Embeddables and the Children's Online Privacy Protection Act (COPPA)
- Optimizing Zendesk Voice quality
- Multibrand known issues
- Migrating from the Feedback Tab to the Web Widget
Configuring and using your email channel
- ★ Email help
- ★ Getting started with email in Zendesk
- About mail loops and Zendesk email
- Forwarding your incoming support email to Zendesk using Yahoo
- Forwarding your incoming support email to Zendesk using Gmail/Google Apps
- Forwarding your incoming support email to Zendesk using Outlook/Exchange
Managing your support workflow
- ★ Triggers resources
- About triggers and how they work
- About automations and how they work
- Streamlining workflow with time-based events and automations
- Streamlining workflow with ticket updates and triggers
- Using "Hours since...is" and "Hours since...greater than" in automations
Searching the data in your Zendesk
Supporting multiple languages
- Configuring your Zendesk for your locale and language
- Language codes for Zendesk supported languages
- Configuring your Zendesk to support multiple languages (Professional and Enterprise)
- Providing multiple language support with dynamic content (Professional and Enterprise)
- Exporting and importing dynamic content (Professional and Enterprise)
- Detecting an end-user's language from an email message
Help Center
- ★ Help Center resources
- ★ Getting started with Help Center
- ★ Self-service best practices docs and tips
- Understanding Help Center roles and setting permissions
- Marking content as spam and removing it from your Help Center
- About Help Center spam prevention
Voice
- ★ Voice resources
- ★ Advanced Voice resources
- Adding Voice numbers
- Getting started with Zendesk Voice
- Voice dashboard metrics reference
- Analyzing call activity with the Basic Voice dashboard
Setting up integrations
- Setting up Zendesk for Microsoft Outlook Groups Integration
- Setting up Zendesk for Trello Integration
- Setting up and using Zendesk for HipChat
- Setting up Zendesk for Hubspot integration
- Setting up Zendesk for Microsoft Outlook Integration
- Sending ticket notifications to HipChat rooms
Extending your Zendesk
- Installing and using the Pathfinder app
- Using the Apps Marketplace
- Managing your installed apps
- Creating integrations using the HTTP target
- Setting up the Time Tracking app (Professional and Enterprise)
- Installing and using the Proactive Tickets app
Reporting and performance
- ★ Insights recipes reference (Professional and Enterprise)
- ★ Insights resources (Professional and Enterprise)
- ★ SLA resources
- ★ NPS resources
- Troubleshooting your Net Promoter Score℠ survey
- About Net Promoter Score℠ surveys
Product policies
- Business Continuity and Disaster Recovery
- Subprocessors and Subcontractors
- Zopim's Data Deletion Policy
- Addressing data privacy for Zendesk and Zopim in light of the recent European Court of Justice decisions regarding the EU-US Safe Harbor Framework
- Notice for end-users who accidentally reach Zendesk for support
- Zendesk’s Data Deletion Policy
Zendesk Classic and Web Portal
- Preventing spam in Web portal
- Changing default text strings with JavaScript
- Appending locale IDs to language restricted forum content URLs (Web portal)
- Creating and managing content in your Web portal
- Setting up and managing your Web portal
- Pinning articles (Web portal)
Best practices and recipes
- ★ Best practices and recipes reference
- Insights recipe: Unsolved tickets by group
- Insights recipe: Reporting on full resolution time
- Insights: Solved tickets by agent
- Insights: One-touch tickets
- Insights Voice reporting recipe (Advanced Voice with Professional and Enterprise)
Support tips & notes
- Troubleshooting Common Issues with SLAs
- Redirecting traffic from deleted Help Center articles
- How to fix a page's forbidden message
- API tip - Fetch multiple pages of results automatically
- Help Center: Notify Customers of Post/Comment converted into a ticket
- Making the move from Web Portal to Help Center (it's really not that scary)
Agents
Agent Guide
- ★ Introduction to the Zendesk agent interface
- Navigating between Zendesk Support and Help Center
- Adding comments to tickets
- Viewing keyboard shortcuts
- Accessing your views of tickets
- Updating and solving tickets
Developers
Total Beginners Guide to the Zendesk Platform
Zendesk REST API
- ★ Zendesk REST API basics
- Common tasks performed with the Zendesk API
- Installing and using cURL
- Working with JSON
- Zendesk REST API tutorial - PHP edition
- Zendesk REST API tutorial - Python edition
Zendesk Apps framework
- ★ Zendesk Apps framework basics
- Do's and don'ts for app developers
- Building your first Zendesk app - Part 1: Laying the groundwork
- Building your first Zendesk app - Part 2: Modifying the application template
- Building your first Zendesk app - Part 3: Creating and inserting templates
- Building your first Zendesk app - Part 4: Getting and displaying data
Zendesk Mobile SDKs
- Quickstart - Building an iOS application that incorporates support features
- Zendesk SDK integration checklist
- Mobile SDK for Android tutorial - Part 1: Getting Started
- Mobile SDK for Android tutorial - Part 2: Adding Help Center
- Mobile SDK for Android tutorial - Part 3: Adding requests and app rating
- Mobile SDK for iOS tutorial - Part 1: Getting started
Reference docs
What's happening
Promoted articles
- What can I expect at a Zen U Training Day?
- What's the best way for me and my team to learn how to use Zendesk?
- What is being deprecated? [Updated: March 15]
- How does Zendesk deprecate support for external technologies (browsers, devices and integrations)?
- How much notice will Zendesk give for deprecations?
- How will Zendesk communicate deprecation?
- Why does Zendesk deprecate features and functionality?
- Changes to the Macros Interface for Agents and Admins
- Manage access for Zendesk Mobile Agent apps
- Introducing Zendesk's new Product Tray
- Discount code for the Zendesk Community to Relate Live in SF May 11-12th
- Zendesk will no longer support Internet Explorer 8, 9 or 10 from April 11th 2016
- Introducing Satisfaction Prediction
- More options for Zendesk Voice: Introducing Basic Voice
- Current and upcoming Zendesk betas
- Sign up for Zendesk's remote product training, April and May 2016
- Share your expertise with our easy-to-use form!
- Professional and Enterprise resources
- Zendesk glossary
- Best practices docs
- Multibrand resources (Professional Add-on and Enterprise)
- Email help
- Getting started with email in Zendesk
- Triggers resources
- Zendesk search reference
- Help Center resources
- Getting started with Help Center
- Self-service best practices docs and tips
- Voice resources
- Advanced Voice resources
- Insights recipes reference (Professional and Enterprise)
- Insights resources (Professional and Enterprise)
- SLA resources
- NPS resources
- Best practices and recipes reference
- Introduction to the Zendesk agent interface
- Zendesk REST API basics
- Zendesk Apps framework basics