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WorksheetsZendesk Agent Workspace
Total questions: 20
Worksheet time: 18mins
This is a tool that provides customer service solutions for business.
(a)
A label used to indicate the state of a ticket.
(a)
These are the channels that customers use to reach out to us.
Social Messaging
MS Teams
Web Widget
Mobile SDK
Once we login to Zendesk, this is the initial screen that we see.
How many ticket statuses does Zendesk have?
4
5
6
This ticket status is used when an agent needs more information from the customer.
Closed
Waiting
Solved
Pending
We submit a ticket to this status once the issue is solved.
All good
Solved
Closed
Done
A prepared response or action that an agent can manually apply when they are creating or updating tickets.
(a)
This Zendesk Feature allows us to answer a call from a customer.
(a)
In what ways could we locate tickets?
Ticket Views
Search
CTRL + F
Recently Viewed Tickets
This is an automated way of answering tickets.
Shuffle Button
Play Button
Randomizer
Click and Go Button
This comment type is used when we want everyone to see the response we made to the ticket.
Internal Notes
Common Note
Private Reply
Public Reply
What does a blue border on an avatar means?
Someone is viewing the ticket.
Someone is editing the ticket.
No one is on the ticket.
The color is chosen by the agent to add design on his/her avatar.
These are suggested articles that will generate links that we can use as response to a customer.
(a)
Which shows the agent statuses for messaging?
This mode gives an agent time to fill out certain fields on a ticket, finish notations, and prepare for the next call.
Call Waiting Mode
Wrap-up Mode
Summary Mode
Prepare Mode
Where can we accept new messages?
Top toolbar
Main Window
Left sidebar
Right sidebar
True or False: We can see the interaction history of the customer even if they used different email addresses to reach out to us as long as he used the same name.
True
False
True or False: We can seamlessly switch to available channels found in the comment types when responding to tickets.
True
False
True or False: When you open a new Zendesk Support ticket, it is automatically assigned to you.
True
False
