Zendesk Status & Notifications
This status means you’re ready to accept chats.
Online
What key symbol lets you search for a macro in Zendesk?
/ (slash)
What key combination lets you start a new line without sending a message?
Shift + Enter
You transfer to another chat group when this happens (wrong team).
Wrong specialization
Use this status when you’re wrapping up, max 5 minutes.
Away
Three ways to make a macro feel personalized.
Use requester’s name/pronouns, match their tone, remove irrelevant lines
After how many minutes of no response should you send the ghosting macro?
4 minutes
You transfer to email when this is required.
Team Lead escalation, policy/legal issue, Jira/IA call, or requester asks for phone call
You should set this status only when your shift is over.
Offline
T/F: You can use email macros in chat.
True
What should you do if you already have enough details before ghosting occurs?
Submit as Open and transfer to email if needed
What are the three pillars of a great chat?
Create connection, promote clarity, own the outcome
Why is it important to enable chat notifications?
So you don’t miss chats, can respond quickly, and meet CSAT goals
What should you avoid when sending a macro?
Sending it as-is without personalization or context
Name one thing you should always include in internal notes.
Summary, next steps, Slack links, Jira references (any one)
When should you escalate instead of transfer?
Requester is abusive, SOP exhausted, manager requested
Name one place in Zendesk to adjust sounds and notifications.
Settings → Personal → Sounds & Notifications
Name one way to make a robotic macro sound more human.
Add greeting, acknowledge the requester’s question, adjust tone
When will the "accept" button appear?
If your chat limit is reached so you can manually accept additional chats (Hybrid Mode).
Name one step to take when escalating a chat.
Set status to Away, remove PHI, leave internal note, tag cx-support, submit On Hold (any one)