Goggles

If your Zendesk account was created after Jan 17, 2023, then custom ticket statuses are activated by default and you can begin creating new ticket statuses right away.Zendesk supports a set of stan...

Customers sometimes enter sensitive information such as credit card numbers, social security numbers, passwords, attachments, or other sensitive information in tickets when they shouldn't. In addit...

QuestionCan I edit a closed ticket to add information?AnswerAdmins can edit the tags, subject, and priority ticket fields on closed tickets in accounts using the Agent Workspace or the ticket API e...

When a ticket is closed, it can't be altered or reopened. However, any response to a closed ticket from any channel automatically creates a follow-up ticket. A follow-up ticket is a new ticket that...

QuestionIs it possible to un-merge tickets?AnswerNo, it is not possible to un-merge tickets. The ticket that is merged moves to a closed status which cannot be reversed and the ticket is no longer ...

If needed, you can merge one or more tickets into another ticket. You might do this if you receive two support requests about the same issue from the same end-user, for example.Note: If you are on ...

Guide admins can use the Search settings page to view and manage settings that impact the way in which your help center search functions.For example, you can specify where to search for content and...

Content tags are words or short phrases that you can add to articles or community posts to group and connect different types of content, making it easy for your users to quickly find related conten...

The new, enhanced article editor provides a more intuitive and enriched content creation experience, designed to streamline your content creation process and boost audience engagement.With the new ...

Guide admins can create new articles in the knowledge base. Agents who are not Guide admins can create articles if they have management permissions. End users can't contribute articles to the knowl...