Plan requirement
| Subscription | Any plan |
| Access | Agent |
Six things carry you through your first week on tickets. Everything else in Zendesk can wait until you have met a real customer.
The six
- Views are your inbox. The list down the left is not a folder structure, it is a set of saved searches. A ticket can appear in several at once, and vanishing from one does not mean it is gone.
- Public reply or internal note. The single most important button on the screen. A public reply reaches the customer. An internal note does not. Check which tab you are on before you type anything you would not want read aloud.
- Status is a promise about who acts next. Open means you. Pending means the customer. On-hold means someone else. Solved means done.
- Macros save the sentences you write daily. Use the ones your team already has before writing your own.
- The context panel on the right shows who you are talking to, their other tickets, and suggested articles.
- Merging exists. When the same person opens three tickets about one problem, merge them rather than answering three times.
- Signing in and filling in your profile
- Your working day in the Agent Workspace
What to leave alone for now
Triggers, automations, SLAs and reporting are configuration. They shape your day but you do not need to understand them to do the work, and most of them are admin territory anyway.
The habit worth forming in week one. Before you send, read your reply once as the customer. Zendesk gives you many ways to be efficient and none of them help if the answer does not land.
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