Zen U. Level Of Expertise

A ticket can meet the conditions for more than one View because different views can be based on different criteria or conditions. For example, a ticket can meet the conditions for both a "High Priority" view and a "Pending" view if it has a high priority and is also awaiting action. Therefore, it is possible for a ticket to be categorized under multiple views simultaneously.

When a request needs clarification or further information from the requester, the status of the ticket should be set to "Pending". This allows the support team to indicate that they are waiting for a response or clarification before they can proceed with resolving the issue. Setting the ticket status to "Pending" ensures that the request is not closed or marked as solved prematurely, allowing for effective communication and resolution of the issue.

Zendesk provides a feature called Macro that enables users to group ticket actions and responses into a single click of a button. This tool helps to save time on repetitive actions by automating them. Therefore, the correct answer for this question is Macro.

The statement is stating that only admins have the ability to create triggers and automations, while any agent can create a view or macro. This means that the creation of triggers and automations is restricted to administrators, while agents have the freedom to create views and macros. Therefore, the correct answer is True.

A trigger is event-based while an automation is time-based. This means that a trigger is activated by a specific event or action, such as a user clicking a button or a new record being added to a database. On the other hand, an automation is scheduled to run at a specific time or interval, regardless of any specific event.

Tags do not need to be set up ahead of time in the Zendesk system before they can be applied to tickets. In Zendesk, agents can create and apply tags to tickets on the fly, without any prior setup or configuration. This allows for flexibility and adaptability in organizing and categorizing tickets based on different criteria or issues.

Text Message is not a channel by which the end-user can submit a ticket. While email, chat, and social media are commonly used channels for submitting tickets, text messaging is not typically used for this purpose. Text messaging may be used for other forms of communication, but it is not commonly used as a ticket submission channel in most customer support systems.

When the requester replies to a closed ticket, a follow-up ticket will be created. This means that a new ticket will be generated to address the additional information or issue raised by the requester. This allows for continued communication and resolution of the matter, without reopening the original ticket.