How To Use Zendesk

Quick summary

This walkthrough shows new agents how to navigate the Zendesk agent interface, covering key sections like Users, Organizations, Views, Reports, and the dashboard. By the end, users will know where to find every core feature and how to access built-in help resources to get up to speed quickly.

Steps

1. Create an account and sign in to Zendesk to begin.
2. On a new account, complete the built-in getting started guide for an overview of Zendesk basics.
3. Locate the people icon in the left sidebar to access the Users section.
4. View the complete list of current users and click any entry to open their details.
5. Review user details including associated tickets, contact information, and more.
6. Click the building icon in the sidebar to open the Organizations section.
7. View and manage multiple organizations added to your account from one place.
8. Click the icon below Home in the sidebar to open the Views section.
9. Use views and filters to quickly find, sort, and manage relevant tickets and items.
10. Locate the graph icon in the sidebar to access Reports and generate insights about your organization, and find the Settings icon nearby.
11. Return to your homepage and click the dashboard tab to view it.
12. Review the dashboard for important tickets and items that require your attention.
13. Click the Profile Icon in the top right corner to access additional help and guides.
14. Use the help menu to quickly access multiple support options.
15. Click the ? icon directly to open the help search tool.
16. Use the help search to find guides and videos on any topic and continue learning Zendesk.