Getting started with Zendesk Suite - Part 14: Additional features

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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<p class="sidenav-heading">Articles in the series</p>
<ul class="nav nav-underline flex-column" id="zs_getting_started_suite_14__ul_a2v_xzs_x5b">
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4408881937306" target="_blank">Introduction: Getting started with Zendesk
Suite</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944856070426" target="_blank">Part 1: Accessing Zendesk Suite admin
settings</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944849237658" target="_blank">Part 2: Adding team members</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944925937818" target="_blank">Part 3: Understanding how end user accounts are
handled</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944919944730" target="_blank">Part 4: Managing user access security and
authentication</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944930820506" target="_blank">Part 5: Adding support channels</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944922385050" target="_blank">Part 6: Routing incoming support requests</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4945055494170" target="_blank">Part 7: Managing support requests during
non-business hours</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944993140762" target="_blank">Part 8: Guaranteeing customer support
expectations with service level agreements</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944968790426" target="_blank">Part 9: Reporting on support activity</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944994159130" target="_blank">Part 10: Enabling customer satisfaction
ratings</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6501074649242" target="_blank">Part 11: Leveraging AI features with
Zendesk</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970330138" target="_blank">Part 12: Using the Zendesk developer platform
to extend your support solution</a>
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<a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/4944970747418" target="_blank">Part 13: Rolling out your Zendesk Suite
support solution</a>
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<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/6579939982746" target="_blank">Part 14: Additional features</a></li>
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<span class="notetitle">Note:</span> Check the linked documentation to confirm plan requirements for individual
features.</div>
<p class="p">In addition to the products mentioned in this getting started guide, Zendesk Suite
contains additional features and functionality that helps to address the needs of
increased organizational and business complexity and volume. Here’s a quick summary of
each.</p>
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Light agents</strong></td>
<td class="stentry" style="vertical-align:top;">Light Agents are additional agent users that can collaborate on
tickets. They have limited permissions but can stay informed about tickets
and, when needed, provide subject matter expertise and advice by adding
private comments to the ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding and setting light agent
permissions</a>. </td>
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Side conversations</strong></td>
<td class="stentry" style="vertical-align:top;">Side Conversations enable you to bring in other people from internal
and external teams to collaborate on tickets without interrupting the main
conversation flow within the ticket. The difference between this and Light
Agents is that these other people cannot see or interact with tickets; they
have no agent permissions whatsoever. An agent working on a ticket can
create a side conversation to communicate with and gather more information
from, for example, a supplier or shipper to help them solve the ticket. Side
conversations keep these informational conversations associated with a
ticket so that it’s all in one place. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">Using side conversations in
tickets</a>. </td>
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Multibrand</strong></td>
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<p class="p" dir="ltr">Multibrand allows you to create additional customer
support experiences. A brand is a customer-facing identity represented
by a collection of contact points for your customers. These contact
points can include brand-specific email support addresses, a branded
help center and embedded support in websites and mobile apps, and
brand-specific contact telephone numbers and social media channels.
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By default, you have one brand in Zendesk. Adding more brands lets
you segment your customer experience in a way that makes sense for your
business. For example, you might have two distinct brands whose customers do
not overlap. Each different set of customers interacts with your Support
team members via the brand-specific contact points. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Setting up multiple brands</a>.
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Multiple ticket forms and conditional ticket fields</strong></td>
<td class="stentry" style="vertical-align:top;">In the Suite, you can create custom ticket forms (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank"><u class="ph u">Creating multiple ticket forms to
support different request types</u></a>) and use conditional
ticket fields (fields that are displayed or hidden based on what a user
selects in another field – see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834799770" target="_blank">Creating conditional ticket fields in
Zendesk Support</a>). </td>
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Data center locality</strong></td>
<td class="stentry" style="vertical-align:top;">Data Center Locality enables you to choose where your account data is
hosted (US-only or EU-only). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838409754" target="_blank">About Data Center Location</a>.
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Advanced compliance</strong></td>
<td class="stentry" style="vertical-align:top;">Advanced compliance helps you fulfill your HIPAA obligations. With
advanced compliance, you can enter into a Business Associate Agreement (BAA)
with Zendesk. Additionally, Zendesk will provide appropriate security
configuration options to help safeguard protected health information (PHI).
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832117786" target="_blank">Advanced Compliance</a>. </td>
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Enhanced disaster recovery</strong></td>
<td class="stentry" style="vertical-align:top;">Enhanced Disaster Recovery enhances the protection of your Zendesk data
and provides for faster recovery in the event of a disaster that interrupts
your Zendesk service. Your Zendesk data is replicated in real-time and
you’ll receive priority cloud resiliency. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826350234" target="_blank">Enhanced Disaster Recovery</a>.
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">Sandbox</strong></td>
<td class="stentry" style="vertical-align:top;">A sandbox allows you to test changes you make to your Zendesk Suite
configurations, experiment with integrations, and provide training for your
agents in an environment that closely mirrors your production account. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6150628316058" target="_blank">About Zendesk sandbox
environments</a>. </td>
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<td class="stentry" style="vertical-align:top;"><strong class="ph b">High volume API</strong></td>
<td class="stentry" style="vertical-align:top;">High Volume API provides more capabilities for developing custom
solutions on the Zendesk developer platform, allowing you to increase your
overall API rate limit to 2500 requests per minute (see <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/account-configuration/usage_limits/" target="_blank">Zendesk API rate limits</a>) and to
send up to 700 Zendesk events to AWS per minute (see <a class="xref" href="https://developer.zendesk.com/documentation/event-connectors/#events-for-amazon-eventbridge" target="_blank">Stream Zendesk events to AWS</a> and
<a class="xref" href="https://developer.zendesk.com/api-reference/event-connectors/events-for-amazon-eventbridge/introduction/" target="_blank">Events schema for Amazon
EventBridge</a>). </td>
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<p class="p">To see which of these are available in your Zendesk Suite plan, review the articles that
have been linked to above.</p>
<p class="p">The Zendesk Suite also includes several capacity add-ons. For example, you can purchase
extra "pay as you go" minutes for your calls and texts. You can also add several of the
features above (Sandbox and High Volume API) as add-ons to plans that do not already
include them. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834152730" target="_blank">About Zendesk Suite add-ons</a>.</p>
<p class="p"></p>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881937306" target="_blank">Return to the introduction</a></p>
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