Aya
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Custom field types
You can add custom fields for tickets, users, and organizations. Custom field types Types Description Drop-down list This field allows you to create a list of options for users to sele...
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About groups
Groups collect agents together based on criteria those agents have in common. Groups can only contain agents; no end-users can be included. All agents must be assigned to at least one group, but...
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I have been staying signed in for a while, but it suddenly signed me out. Why?
By default, when you sign into Zendesk, your session remains valid as long as user activity occurs. Also, by default, a session will timeout after 8 hours of inactivity. User activity is defined ...
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Trigger Setting Sample - Notify requester and CCs of received request (within business hours)
This trigger sends an auto-reply message to the requester and CCs when we received the request during business hours. You need to set the business hours before creating this trigger. Business hours...
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Mapping a group to an organization
An organization's tickets can be automatically assigned to a group. This is referred to as group mapping and can be set up by an administrator. To set up group mapping for an organization Click th...
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What is SLA?
A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensure...
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Trigger Setting Sample - Notify requester and CCs of received request (Out of Biz Hours)
This trigger sends an auto-reply message to the requester and CCs when we received the request during out of business hours or holiday. Business hours and holidays can be set on Professional or Ent...
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How to use placeholders
Placeholders are references to ticket and user data that you include in the subject and body of email notifications. Without them it would be impossible to create automated messages. The placehold...
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Using placeholders for custom fields
When you add custom fields for tickets, users, or organizations, they are also available as placeholders. You can use placeholders for your custom fields as you would any other system placeholder. ...
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About organizations
Organizations are collections of your users (both end-users and agents). On the Team plan, users can belong to only one organization. On Professional and Enterprise plans, users can belong to multi...