Resources for working with tickets

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

As an agent, your primary responsibility is to solve your customers' support requests. To do that, you work with tickets, which can arrive in various ways such as via the Help Center request form, directly through email, by telephone and text chat, and from social media such as X (formerly Twitter) and Facebook. The options your customers have for requesting support are called channels. Your account owner or the administrator who set up your Zendesk Support determines what channels are included.

Depending on how you manage your ticket workflow, you may manually select and assign tickets to yourself or other agents. Tickets can also be automatically assigned to you and other agents via automations and triggers, which are referred to as business rules. You can read about these workflow management tools in Streamlining your support workflow. Tickets can also be automatically assigned to you if your admin has activated omnichannel routing.

To learn more about working with tickets, see these articles:

Using Agent Home to manage your work efficiently

Accessing your views of tickets

Updating and solving tickets

Using Play mode

Avoiding agent collision

Adding comments to tickets

Adding attachments to ticket comments

You can also refer to articles in the Ticket basics section of our Agent guide.

Tip: If you want to learn more about the agent interface and agent workflows, check out the Zendesk Agent Training courses.