Overview of the legacy Support interface (standard agent interface)

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<p id="docs-hc-snippet" style="display: none;">Review these topics to familiarize yourself with the Support agent interface.</p>
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<div class="note important">
<span class="importanttitle">Important:</span> This article covers a legacy version of the Support agent interface called
the standard agent interface. If you're using the current agent interface, refer to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk Agent Workspace</a> instead. To tell if you have Agent
Workspace, open a ticket and look for a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362#topic_j3r_2lz_n4b" target="_blank">context panel</a> in the ticket sidebar.</div>
<p class="p">Review these topics to familiarize yourself with the Support agent interface.</p>
<ul class="ul" id="topic-1__ul_i4v_bpv_bdb">
<li class="li"><a class="xref" href="#topic_p5d_54v_bdb">Agent Dashboard overview</a></li>
<li class="li"><a class="xref" href="#topic_yjv_pyw_dt">The sidebar</a></li>
<li class="li"><a class="xref" href="#topic_apf_2mx_dt">The top toolbar</a></li>
<li class="li"><a class="xref" href="#topic_bqy_qhy_dt">The main window</a></li>
<li class="li"><a class="xref" href="#topic_etp_1hd_ffb">The apps panel</a></li>
<li class="li"><a class="xref" href="#topic_1p2_hqv_nh">Quick tips for getting up to speed with Zendesk Support</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_p5d_54v_bdb">
<h2 class="title topictitle2" id="ariaid-title2">Agent Dashboard overview</h2>
<div class="body">
<div class="p">When you open Zendesk Support, the Agent Dashboard appears. The interface has the following
sections:<ul class="ul" id="topic_p5d_54v_bdb__ul_s5c_d3k_dt">
<li class="li">The sidebar, the area down the left side of the interface, with navigation buttons to
major features.</li>
<li class="li">The top toolbar, the area at the top of the interface, with tabs to open and move
between tickets, as well as quick links to search and other apps.</li>
<li class="li">The main window, where most of your content is displayed.</li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_p5d_54v_bdb__image_zh3_kwr_rv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AgentUIMenus.png"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yjv_pyw_dt">
<h2 class="title topictitle2" id="ariaid-title3">The sidebar</h2>
<div class="body">
<p class="p">These sidebar icons navigate you to major feature areas. Your sidebar may include
additional icons for apps installed by your admin.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_yjv_pyw_dt__table_j2n_c1y_dt" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Sidebar icons</span></caption>
<colgroup>
<col style="width:16.666666666666664%">
<col style="width:83.33333333333334%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d497e127">Icon</th>
<th class="entry cellrowborder" id="d497e130" style="text-align:left;">Task</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d497e127"><img class="image" id="topic_yjv_pyw_dt__image_v34_f1y_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-home.png"></td>
<td class="entry cellrowborder" headers="d497e130" style="text-align:left;">
<strong class="ph b">Home</strong>: Displays the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450-Managing-your-tickets" target="_blank">agent dashboard</a>, where you can access your recently
updated tickets and tickets that require your attention. You can also view the
following headline metrics about your tickets, and customer
satisfaction:<div class="p">
<strong class="ph b">Open Tickets</strong><ul class="ul" id="topic_yjv_pyw_dt__ul_dwh_fzj_4fb">
<li class="li">
<strong class="ph b">You</strong>: Open tickets that are currently assigned to you.</li>
<li class="li">
<strong class="ph b">Groups</strong>: New and open tickets that are currently assigned to one of
your groups.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Ticket Statistics</strong><ul class="ul" id="topic_yjv_pyw_dt__ul_mwd_gzj_4fb">
<li class="li">
<strong class="ph b">Good</strong>: Solved good satisfaction tickets that were set to solved
during the current week and are currently assigned to you.</li>
<li class="li">
<strong class="ph b">Bad</strong>: Solved bad satisfaction tickets that were set to solved during
the current week and are currently assigned to you.</li>
<li class="li">
<strong class="ph b">Solved</strong>: Solved tickets that were solved during the current week and
are currently assigned to you.<div class="note note">
<span class="notetitle">Note:</span> For ticket statistics, the current week
is Monday to Sunday.</div>
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">Satisfaction Statistics</strong><ul class="ul" id="topic_yjv_pyw_dt__ul_zv1_hzj_4fb">
<li class="li">
<strong class="ph b">You</strong>: Percentage of the solved good satisfaction tickets that were
set to solved during the last 60 days and are currently assigned to
you.</li>
<li class="li">
<strong class="ph b">Help Desk</strong>: Percentage of the solved good satisfaction tickets that
were set to solved during the last 60 days in your Support account.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e127"><img class="image" id="topic_yjv_pyw_dt__image_mcn_h1y_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-views.png"></td>
<td class="entry cellrowborder" headers="d497e130" style="text-align:left;">
<strong class="ph b">Views</strong>: Displays your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Using-views-to-manage-ticket-workflow" target="_blank">shared views and any personal views you've created</a>, and
enables you to access and work through tickets in each space. You create views in
Admin settings.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e127"><img class="image" id="topic_yjv_pyw_dt__image_tlk_31y_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-custlist.png"></td>
<td class="entry cellrowborder" headers="d497e130" style="text-align:left;">
<strong class="ph b">Customer Lists</strong>: Displays shared <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845617306-Creating-and-using-customer-lists" target="_blank">customer lists</a> (created by Admins), and enables you to
create personal customer lists for your own use.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e127"><img class="image" id="topic_yjv_pyw_dt__image_efd_w1y_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-reporting.png"></td>
<td class="entry cellrowborder" headers="d497e130" style="text-align:left;">
<strong class="ph b">Reporting</strong>: Displays the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823815578-Using-the-Reporting-Overview" target="_blank">Reporting Overview</a>, where you can view data about your
ticket volume and management, updated on an hourly basis. It also enables you to
compare your own ticket metrics, and against those of your fellow agents. It may
include other tabs, such as Insights and Satisfaction, if these options are
enabled.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e127"><img class="image" id="topic_yjv_pyw_dt__image_lxx_w1y_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-admin.png"></td>
<td class="entry cellrowborder" headers="d497e130" style="text-align:left;">
<strong class="ph b">Admin</strong>: Displays the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832379546-Using-the-Admin-home-page" target="_blank">Admin home page</a>. Agents can view a version of the Admin
page tailored to their permissions.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_apf_2mx_dt">
<h2 class="title topictitle2" id="ariaid-title4">The top toolbar</h2>
<div class="body">
<p class="p">The <strong class="ph b">top toolbar</strong> runs along the top of the agent interface. Here, you'll find tabs
and icons that open new and existing tickets, open the search function, and access other
channels, if available. Your top toolbar may include additional icons for apps installed by
your Admin:</p>
<p class="p"><img class="image img-screenshot" id="topic_apf_2mx_dt__image_jsw_d3y_rv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/top_toolbar.png"></p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_apf_2mx_dt__table_sxh_qhy_dt" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Top bar tabs and icons</span></caption>
<colgroup>
<col style="width:21.978021978021978%">
<col style="width:78.02197802197803%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d497e306">Tab/Icon</th>
<th class="entry cellrowborder" id="d497e309">Task</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d497e306"><img class="image" id="topic_apf_2mx_dt__image_m2v_w4y_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tab-add.png"></td>
<td class="entry cellrowborder" headers="d497e309">
<strong class="ph b">Add tab</strong> Click to quickly create a new ticket, or hover and click to
create a new ticket, user, organization, or search, and view your five most
recently viewed tickets.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e306"><img class="image img-screenshot" id="topic_apf_2mx_dt__image_p2f_z4y_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tab-active.png"></td>
<td class="entry cellrowborder" headers="d497e309">
<strong class="ph b">Tabs</strong>: Any ticket, organization, user, or search you open appears as a
tab. Click the tabs to move among these elements, or click the X to close the
tab.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e306"><img class="image" id="topic_apf_2mx_dt__image_zjv_spy_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-search-green.png"></td>
<td class="entry cellrowborder" headers="d497e309">
<strong class="ph b">Search</strong>: Opens a search box, and displays a link to Advanced
search.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e306"><img class="image" id="topic_apf_2mx_dt__image_bwg_l3y_rv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_tray.png"></td>
<td class="entry cellrowborder" headers="d497e309">
<strong class="ph b">Zendesk Products</strong>: Click to display icons linking to Zendesk Support,
and to available help centers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Switching among Zendesk products</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d497e306"><img class="image" id="topic_apf_2mx_dt__image_bwn_tpy_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-profile-green.png"></td>
<td class="entry cellrowborder" headers="d497e309">
<strong class="ph b">Your profile</strong>: Opens a menu containing links
to your profile, help, a user feedback form, and keyboard shortcuts.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bqy_qhy_dt">
<h2 class="title topictitle2" id="ariaid-title5">The main window</h2>
<div class="body">
<p class="p">The main window is in the center of the agent interface. What's in it depends on which icon
you have clicked in the sidebar or top bar. You're most likely to be using the ticket
interface, which we'll go over in this section. Other feature interfaces may be available to
you, depending on your settings and installed apps.</p>
<p class="p">When you click on the Home icon in the sidebar, the agent dashboard appears. From there,
you can click on a ticket to open it in the main window.</p>
<p class="p"><img class="image img-screenshot" id="topic_bqy_qhy_dt__image_p43_vts_nx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/main_ticket_window2.png"></p>
<p class="p">The information displayed on your ticket can vary, again, depending on your setup. For
example, administrators can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906-Setting-up-contextual-workspaces-Enterprise-" target="_blank">use contextual workspaces</a> to control the ticket
fields, macros, and apps that appear. The sections below describe some of the more common
elements you may run into.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_bmn_3xd_3t">
<h3 class="title topictitle3" id="ariaid-title6">Properties panel</h3>
<div class="body">
<p class="p">Down the left side of the window, you'll see the <strong class="ph b">Properties panel</strong>. The fields
displayed here contain metadata about the ticket. These fields, including their field type
(drop-down, text entry, and the like) are defined on the Admin Home page. For more
information on the Properties panel, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450-Managing-your-tickets" target="_blank">Managing your tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_skr_3xd_3t">
<h3 class="title topictitle3" id="ariaid-title7">Ticket toolbar</h3>
<div class="body">
<p class="p">Along the top of the ticket is the <strong class="ph b">Ticket toolbar,</strong> displaying a series of labels
containing information about the ticket and who submitted it:</p>
<p class="p"><img class="image img-screenshot" id="topic_skr_3xd_3t__image_uvv_wv3_ft" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/org_user_ticket2.png">
<img class="image img-screenshot" id="topic_skr_3xd_3t__image_gsm_dy3_ft" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/nexttkt_apps2.png" width="100"></p>
<div class="p">
<ul class="ul" id="topic_skr_3xd_3t__ul_gld_5v3_ft">
<li class="li">
<strong class="ph b">Organization</strong> is the name of the organization the ticket submitter belongs to.
Clicking this label takes you to a list of all tickets submitted from this
organization.</li>
<li class="li">
<strong class="ph b">User</strong> is the name of the person who submitted the ticket. Clicking this label
takes you to a list of all the tickets submitted by this person.</li>
<li class="li">
<strong class="ph b">Ticket info</strong> displays the ticket status, type, and number.</li>
<li class="li">The <strong class="ph b">Next </strong> button scrolls you to the next ticket in your selected view.</li>
<li class="li">The <strong class="ph b">Apps</strong> button opens a panel listing all of your available apps.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_jm5_3xd_3t">
<h3 class="title topictitle3" id="ariaid-title8">Ticket header</h3>
<div class="body">
<p class="p">Below the Ticket toolbar is the <strong class="ph b">Ticket header</strong>. Here, you'll see a number of items
conveying additional information about the ticket:</p>
<p class="p"><img class="image img-screenshot" id="topic_jm5_3xd_3t__image_sjc_bdj_ft" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/subj_req_etc.png"></p>
<div class="p">
<ul class="ul" id="topic_jm5_3xd_3t__ul_sq2_cdj_ft">
<li class="li">
<strong class="ph b">Subject</strong> is the title given to the ticket. You can edit this by clicking on
the subject and entering a new one.</li>
<li class="li">
<strong class="ph b">Requester</strong> is the name of the user who submitted the ticket. You can change
this by clicking the <strong class="ph b">change</strong> link.</li>
<li class="li">
<strong class="ph b">SLA </strong>displays any user-specific rules applied to the ticket. In the example
above, tickets from this company must be solved within seven days, per the Service
Level Agreement. Hovering your mouse over the rule displays the date by which the
ticket must be solved.</li>
<li class="li">
<strong class="ph b">Ticket options </strong>is a drop-down menu displaying actions you can take on the
ticket.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_wt5_yts_nx">
<h3 class="title topictitle3" id="ariaid-title9">Comment type</h3>
<div class="body">
<p class="p">The Comment type allows you to select what kind of comment you want to leave on the
ticket:</p>
<p class="p"><img class="image img-screenshot" id="topic_wt5_yts_nx__image_vmv_bvs_nx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/comment_types.png"></p>
<div class="p">
<ul class="ul" id="topic_wt5_yts_nx__ul_swb_3vs_nx">
<li class="li">Click <strong class="ph b">Public reply </strong>(the default selection) so your reply is visible to anyone
viewing the ticket.</li>
<li class="li">Click <strong class="ph b">Internal note </strong>so your reply is visible only to other agents with
permissions to view the ticket.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_awv_3xd_3t">
<h3 class="title topictitle3" id="ariaid-title10">Ticket conversation</h3>
<div class="body">
<p class="p">The <strong class="ph b">Ticket conversation</strong> allows you to choose what information you want to view in
the comment stream. For information about comments, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828489370-Adding-comments-to-tickets" target="_blank">Adding comments to
tickets</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_awv_3xd_3t__image_cw2_5ws_nx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_conversation.png"></p>
<p class="p">Click the <strong class="ph b">Conversation drop-down</strong> to choose what to display in the body of the
ticket:</p>
<p class="p"><img class="image img-screenshot" id="topic_awv_3xd_3t__image_d3x_2xs_nx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conversation_dropdown.png">
</p>
<div class="p">
<ul class="ul" id="topic_awv_3xd_3t__ul_wtf_fxs_nx">
<li class="li">
<strong class="ph b">Conversation </strong> displays only the communication between the agent and the
customer, or the agent and other agents. </li>
<li class="li">
<strong class="ph b">Events</strong> displays all replies, status changes, and the like, applied to the
ticket by an agent or a business rule.</li>
</ul>
</div>
<p class="p">Use the <strong class="ph b">Comment filters </strong>to choose what type of comments to display in the comment
stream:</p>
<div class="p">
<ul class="ul" id="topic_awv_3xd_3t__ul_j4w_kxs_nx">
<li class="li">
<strong class="ph b">All</strong> (the default selection) displays all of the activity happening to a
ticket, including (but not limited to):<ul class="ul" id="topic_awv_3xd_3t__ul_i2n_wxs_nx">
<li class="li">Internal notes (highlighted in yellow in the comment stream)</li>
<li class="li">Public comments</li>
<li class="li">Chat logs</li>
<li class="li">Call recordings</li>
<li class="li">Facebook messages</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Public</strong> displays only those comments and events the end user can view,
including (but not limited to):<ul class="ul" id="topic_awv_3xd_3t__ul_qgy_dys_nx">
<li class="li">Public comments </li>
<li class="li">Chat logs </li>
<li class="li">Call recordings (if your account is set up to make them visible to the end user) </li>
<li class="li">Facebook messages </li>
<li class="li">Channel Framework posts </li>
<li class="li">Any other external communication to or from the customer </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Internal</strong> displays only comments visible to agents and administrators,
including:<ul class="ul" id="topic_awv_3xd_3t__ul_jz3_kys_nx">
<li class="li">Internal notes</li>
<li class="li">Call recordings (if your account is set up to make them hidden to the end user) </li>
</ul>
</li>
</ul>
</div>
<p class="p">The number by each comment filter indicates how many events are included in that filter.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_uql_hxd_3t">
<h3 class="title topictitle3" id="ariaid-title11">Bottom toolbar</h3>
<div class="body">
<p class="p">At the bottom of the main window is the <strong class="ph b">Bottom toolbar</strong>. Here, you'll see options
for qualities to apply when you submit your comment:</p>
<p class="p"><img class="image img-screenshot" id="topic_uql_hxd_3t__image_ayt_qv5_ft" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/apply_macro_button.png">
<img class="image img-screenshot" id="topic_uql_hxd_3t__image_dhk_cxg_jt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_submission_options.png"></p>
<div class="p">
<ul class="ul" id="topic_uql_hxd_3t__ul_yfs_k1v_ft">
<li class="li">Click the <strong class="ph b">Apply macro</strong> button to view and select any available macros, and
apply them to the ticket. For more information on macros, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602-Using-macros-to-update-tickets-and-chat-sessions" target="_blank">Using macros to update tickets and chat sessions</a>.</li>
<li class="li">
<strong class="ph b">Tab action</strong> allows you to select what happens to the tab after the ticket is
submitted. Click to select <strong class="ph b">Close tab</strong> or <strong class="ph b">Stay on ticket</strong>.</li>
<li class="li">
<strong class="ph b">Status options </strong>allows you to submit ticket updates and select the status
applied to the ticket upon submission. Click to select a ticket status: <strong class="ph b">Open</strong>,
<strong class="ph b">Pending</strong>, <strong class="ph b">On-hold</strong>, or <strong class="ph b">Solved</strong>, and submit the ticket.</li>
</ul>
</div>
<p class="p">Other pages may be displayed in the main window, depending on your settings and installed
apps. Click the links below for more information on these features:</p>
<div class="p">
<ul class="ul" id="topic_uql_hxd_3t__ul_w3n_zny_dt">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Using-views-to-manage-ticket-workflow" target="_blank">The Views interface</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845617306-Creating-and-using-customer-lists" target="_blank">The Customer Lists interface</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823815578-Using-the-Reporting-Overview" target="_blank">The Reporting interface</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832379546-Using-the-Admin-home-page" target="_blank">The Admin home page</a></li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_etp_1hd_ffb">
<h2 class="title topictitle2" id="ariaid-title12">The apps panel</h2>
<div class="body">
<p class="p">Apps enable you to customize, and enhance your Zendesk products. You can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">Zendesk Marketplace</a> to browse, and install apps. If you have
installed apps, agents can click <strong class="ph b">Apps</strong> to view and interact with the apps panel on the
right of the interface. To learn more about managing apps with Zendesk, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155972378-Managing-your-installed-apps" target="_blank">Managing your installed apps</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_etp_1hd_ffb__image_fzv_5hd_ffb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/apps-panel.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_1p2_hqv_nh">
<h2 class="title topictitle2" id="ariaid-title13">Quick tips for getting up to speed with Zendesk Support</h2>
<div class="body">
<p class="p">Here are some quick tips for common agent tasks. </p>
<ul class="ul" id="topic_1p2_hqv_nh__ul_zzy_tqv_bdb">
<li class="li"><a class="xref" href="#topic_xnm_hk4_nh">How do I create a ticket, add a user, or add an organization?</a></li>
<li class="li"><a class="xref" href="#topic_rrd_3k4_nh">Where is my list of recent tickets?</a></li>
<li class="li"><a class="xref" href="#topic_rzh_mz5_nh">How do I search my Zendesk account?</a></li>
<li class="li"><a class="xref" href="#topic_qvp_3k4_nh">Where is the link to my help center?</a></li>
<li class="li"><a class="xref" href="#topic_l23_4xv_nh">Where do I find the user options?</a></li>
<li class="li"><a class="xref" href="#topic_psk_gzv_nh">Where do I find the tickets options?</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_xnm_hk4_nh">
<h3 class="title topictitle3" id="ariaid-title14">How do I create a ticket, add a user, or add an organization?</h3>
<div class="body">
<p class="p">You create new tickets, add users and organizations, or start a search by hovering over
the <strong class="ph b">Add</strong> tab in the top toolbar. If you click the <strong class="ph b">Add</strong> tab, a new ticket is
created. </p>
<p class="p"><img class="image img-screenshot" id="topic_xnm_hk4_nh__image_oqy_h1f_lt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_add_tab.png"></p>
<p class="p">For more information, see the following articles:</p>
<div class="p">
<ul class="ul" id="topic_xnm_hk4_nh__ul_dnt_g5v_nh">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893585178" target="_blank">Adding end users</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618-creating-a-ticket-on-behalf-of-the-requester" target="_blank">Creating a ticket on behalf of the requester</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_rrd_3k4_nh">
<h3 class="title topictitle3" id="ariaid-title15">Where is my list of recent tickets?</h3>
<div class="body">
<p class="p">Your list of recent tickets is under the <strong class="ph b">Add</strong> tab. Your five most recently viewed
tickets are displayed. </p>
<p class="p"><img class="image img-screenshot" id="topic_rrd_3k4_nh__image_idr_w1f_lt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_tab_recent_tickets.png"></p>
<p class="p">When you click a ticket's title, it opens in new tab in the agent interface. </p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_rzh_mz5_nh">
<h3 class="title topictitle3" id="ariaid-title16">How do I search my Zendesk account? </h3>
<div class="body">
<p class="p">Click the Search icon (<img class="image" height="NaN" id="topic_rzh_mz5_nh__image_nwt_1zv_nh" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" width="NaN"> ) in the top toolbar. </p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894221594" target="_blank">Searching Zendesk data</a> and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258" target="_blank">Zendesk search reference</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_qvp_3k4_nh">
<h3 class="title topictitle3" id="ariaid-title17">Where is the link to my help center?</h3>
<div class="body">
<p class="p">You can easily open your help center from the Support agent interface.</p>
<p class="p"><strong class="ph b">To open your help center from the Support agent interface</strong></p>
<div class="p">
<ul class="ul" id="topic_qvp_3k4_nh__ul_gl2_vnh_tz">
<li class="li">Click the <strong class="ph b">Zendesk Products</strong> icon (<img class="image" id="topic_qvp_3k4_nh__image_fsr_yk5_jv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/product_tray_icon.png">) in the top bar, then select <strong class="ph b">Guide</strong>.<p class="p"><img class="image img-screenshot" id="topic_qvp_3k4_nh__image_gft_wn4_tz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/product_tray.png"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_l23_4xv_nh">
<h3 class="title topictitle3" id="ariaid-title18">Where do I find the user options?</h3>
<div class="body">
<p class="p">The user actions are located on the user's profile page. </p>
<p class="p"><strong class="ph b">To access user options </strong></p>
<div class="p">
<ol class="ol" id="topic_l23_4xv_nh__ol_uzb_jcf_lt">
<li class="li">Click the user name on a ticket.</li>
<li class="li">Click the <strong class="ph b">User options menu</strong> on the upper-right side of the user's profile
page, then select an option.</li>
</ol>
</div>
<p class="p"><img class="image img-screenshot" id="topic_l23_4xv_nh__image_g52_lp3_54" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user-options-top-right.png"></p>
<p class="p">For more information, see the following articles:</p>
<div class="p">
<ul class="ul" id="topic_l23_4xv_nh__ul_3bl_kyv_nh">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887695898" target="_blank">Merging a user's duplicate account</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838197658#topic_qpj_d4v_kj" target="_blank">Resetting user passwords</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889293978" target="_blank">Suspending a user</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821737498" target="_blank">Deleting users</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_psk_gzv_nh">
<h3 class="title topictitle3" id="ariaid-title19">Where do I find the tickets options? </h3>
<div class="body">
<p class="p">The ticket options are located in the Ticket options menu on the upper-right side of a
ticket.</p>
<p class="p"><img class="image img-screenshot" id="topic_psk_gzv_nh__image_ncx_rp3_54" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket-options-menu.png"></p>
<div class="p">For more information, see the following articles:<ul class="ul" id="topic_psk_gzv_nh__ul_fvp_f1w_nh">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886850586" target="_blank">Creating macros from existing tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882445594-" target="_blank">Merging tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842999066" target="_blank">Marking a ticket as spam and suspending the requester</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883872538" target="_blank">Deleting tickets</a></li>
</ul>
</div>
</div>
</div>
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