Plan requirement
| Subscription | Any plan |
| Access | Agent |
Zendesk has four interfaces and a setting lives in exactly one of them. Knowing which saves a great deal of hunting.
All four are reached from the product tray at the top left, which is worth opening once to see what your account has.
Two names in that list catch people out. Knowledge is the help centre product, and Analytics is Explore. Both appear under those names in the tray and under their product names everywhere else.
Agent Workspace
Where agents do the work. Views down the side, the ticket in the middle, the customer's details in the context panel on the right.
What lives here: tickets, views, your own macros, your profile and your notification settings. Anything that is about doing the work rather than configuring it.
Admin Center
Where admins configure everything. It is a separate interface, reached from the product tray, and it covers all the products at once rather than one at a time.
What lives here: channels, business rules, ticket fields and forms, users and roles, brands, security, the subscription, and every add-on setting.
Help Center
What your customers see. Your articles, the search box, and the form they use to reach you.
Knowledge, where you write and organise articles, is reached from the help centre itself rather than from Admin Center. That catches people out regularly, because it is the one configuration area that does not live with the others.
Explore
Where the reporting lives, again as a separate interface from the product tray. Datasets, reports and dashboards are all here, and nothing about them is configured in Admin Center.
It is the one people forget is separate, usually because they go looking for a report where they configured the thing being reported on.
Where a thing lives, at a glance
| You want to | Go to |
|---|---|
| Answer a ticket | Agent Workspace |
| Create a trigger, a view or a ticket field | Admin Center |
| Add an agent or change a role | Admin Center |
| Write or organise an article | Help Center, Knowledge |
| Change the look of the help centre | Help Center, Knowledge |
| Build a report | Explore |
| Check your plan or invoices | Admin Center, Billing |
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