Chapter 1 → Access & Login
Purpose: The primary objective of this section is to guarantee that every internal user within the organization is able to successfully access and log into the Zendesk platform.
Ensuring smooth login processes helps maintain efficient workflow and supports effective use of Zendesk’s features across the company.
Navigate to the Zendesk login page.
Log in using your company credentials.
Once logged in, you will land on the Zendesk dashboard or the ticket view depending on your permissions.
You must be logged in to Zendesk before attempting to access ticket Views and the Support Portal.
Chapter 2 → Navigating Zendesk
Purpose: The goal of this section is to help you become familiar with the locations and resources available so that you can easily find the information or tools you need.
By understanding where everything is organized, you will be able to navigate more efficiently and make the most out of the resources provided. This will save you time and ensure that you have quick access to the materials required for your tasks.
Key Areas:
Views: Lists of tickets grouped by status, priority, or team.
Search Bar: Look up tickets by requester, ticket number, or keywords.
+ Add: New ticket or internal request
Chapter 3 → Viewing Tickets for Your Group
Purpose: Ensure internal users know where to find tickets assigned to their department (Professional Services, Implementation, etc.).
Click Views on the left panel.
Select the view for your area (ex: Professional Services, etc.).
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Tickets displayed may include:
Open / Pending tickets
Solved / Closed history
Unassigned tickets waiting for someone to pick up
Tip: Use filters and sorting for quickest navigation (status, requester name, last update, etc.).
Chapter 4 → Using the Search Function in Zendesk
Purpose: Learn how to quickly find tickets, users, and support articles using Zendesk’s search tools.
Accessing Search
Click the magnifying glass icon in the top navigation bar.
This opens the search field where you can enter keywords, ticket numbers, requester names, or email addresses.
Choosing What to Search
Zendesk allows you to search across multiple areas:
Tickets — Locate specific support requests.
Users — Find requesters or internal agents.
Organizations — Search for companies associated with tickets.
Articles — Access support documentation and knowledge base content.
Performing a Search
Enter your search term in the search bar.
Press Enter or click the magnifying glass.
Zendesk will display matching results grouped by type (tickets, users, articles, organizations).
Refining Results
Use filters to narrow results by status, assignee, date, or priority.
Click on a specific ticket, user, or article from the list to view details.
Always give the system a moment to load the most recent information to ensure accuracy.
Tips for Effective Searching
Be specific: Include ticket numbers, full names, or exact keywords when possible.
Use quotation marks for exact phrase searches.
Combine filters and keywords to quickly locate relevant tickets or articles.
Chapter 5 → Sending a Public Email Reply in Zendesk
Purpose: This guide is designed to instruct internal users on the process of responding directly to customers through the ticketing system. It aims to provide clear, step-by-step instructions to ensure that users can efficiently and effectively communicate with customers by replying to their tickets without any confusion or delay.
By following this guide, internal users will be able to maintain professional and timely interactions, improving overall customer satisfaction and streamlining support workflows.
There is a difference between a Public Reply and a Private/Internal Note. Please ensure you read this guide thoroughly to learn about both.
Open the ticket you wish to respond to.
Confirm you are in the Public Reply tab.
Compose your email in the reply box.
Click Submit as… and choose Pending.
The message will be emailed to the requester and logged for full visibility.
✔ Important:
All ticket-related communications must be sent from within Zendesk, not via Outlook, Gmail, or other email tools. This ensures all messages stay threaded together and visible to anyone involved.
Chapter 6 → Internal Private Notes
Purpose: This section aims to provide a clear explanation on the process of adding internal notes within the system. It also details the visibility settings associated with these notes, specifying exactly who has the permission to view them.
The goal is to ensure that users understand both how to effectively create internal notes and the scope of their accessibility to maintain proper communication and confidentiality within the organization.
There is a difference between a Public Reply and a Private/Internal Note. Please ensure you read this guide thoroughly to learn about both.
Who Can See Internal Notes?
Only internal Zendesk users with access to the ticket.
Customers never see internal notes.
Open a ticket and switch from Public Reply to Internal Note.
The Internal Note section will be shaded in Orange so you can see the difference.
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Enter your note — examples:
Context or status updates
Questions to other internal teams
Instructions
External communications or discussions
Submit the ticket as 'Pending' to save your note.
Internal notes are best for:
Collaboration between departments
Sensitive or technical information not meant for the customer
Background and historical context for future reviewers
Chapter 7 → Best Practices
Always reply to customers from Zendesk, never external email.
Use Internal Notes for internal collaboration, not public replies.
Keep communication clear and professional.
Document decisions or changes for long-term visibility.
Review your group’s View regularly to ensure no tickets are missed or stalled.