Zendesk Training Exam 2026/2027 |
Updated Questions & Answers
EXAM
1. Are you able to restore/recover tickets that may have
ended up in the deleted or suspended tickets queue?
Answer: Yes for both.
Rationale: Deleted tickets remain in the deleted ticket queue for
30 days and suspended tickets remain in the suspended tickets
queue for 14 days .
2. Can an Agent create Groups and Organizations?
Answer: No.
Rationale: Only an Administrator has the permissions to create
Groups and Organizations .
3. Do you have to add in a personal signature?
Answer: No.
Rationale: You may also use a Zendesk Alias instead of a personal
signature .
4. Does order matter for SLAs? If so, why?
Answer: Yes, order does matter for SLAs.
Rationale: A ticket will get an applied SLA once its conditions
satisfy the first SLA policy it stumbles upon .
, 5. How can an Admin leverage Problem & Incident tickets?
Answer: If there is a main problem, the Admin/Agent can create
one main Problem ticket and then associate the other Incident
tickets with it.
Rationale: Replying to the one Problem ticket will have the reply
also be applied to the downstream Incident tickets .
6. How do you create a Restricted/Closed Zendesk Support
Instance?
Answer: Whitelist or Blacklist specific email domains or email
addresses, OR put IP restrictions into place.
Rationale: This ensures you only get requests from approved
domains or IP ranges .
7. How do you make sure that Automations don't keep firing?
Answer: Add tags to the conditions and the action of the
Automation.
Rationale: This prevents the automation from running repeatedly
on the same tickets .
8. How is a Target determined for SLAs?
Answer: A Target is determined based on the level of priority and
the performance metric .
9. How is the average customer satisfaction score percentage
(%) calculated?
Answer: Total Positive Ratings / Total Ratings .
, 10. How long are the links within the customer satisfaction
survey valid for?
Answer: They are valid until the ticket is Closed .
11. How many satisfaction ratings are needed to calculate the
Satisfaction Prediction Score?
Answer: At least 200 satisfaction ratings .
12. How many SLA policies can be applied to a ticket at a
given time?
Answer: Only 1 SLA policy can be applied to a ticket at a given
time .
13. How often do Automations run?
Answer: Automations run once an hour on non-closed tickets .
14. If an Agent marks a ticket as spam, does it go to the
suspended or deleted tickets queue?
Answer: Deleted tickets queue.
Rationale: Any other tickets stemming from that same end-user
will end up in the Suspended Tickets queue .
15. If both Self-Service Channels and Live Channels are
enabled within the Web Widget, what is the order in which
they are presented?
Answer: Self-Service channels will be presented first and then Live
Channels.
Updated Questions & Answers
EXAM
1. Are you able to restore/recover tickets that may have
ended up in the deleted or suspended tickets queue?
Answer: Yes for both.
Rationale: Deleted tickets remain in the deleted ticket queue for
30 days and suspended tickets remain in the suspended tickets
queue for 14 days .
2. Can an Agent create Groups and Organizations?
Answer: No.
Rationale: Only an Administrator has the permissions to create
Groups and Organizations .
3. Do you have to add in a personal signature?
Answer: No.
Rationale: You may also use a Zendesk Alias instead of a personal
signature .
4. Does order matter for SLAs? If so, why?
Answer: Yes, order does matter for SLAs.
Rationale: A ticket will get an applied SLA once its conditions
satisfy the first SLA policy it stumbles upon .
, 5. How can an Admin leverage Problem & Incident tickets?
Answer: If there is a main problem, the Admin/Agent can create
one main Problem ticket and then associate the other Incident
tickets with it.
Rationale: Replying to the one Problem ticket will have the reply
also be applied to the downstream Incident tickets .
6. How do you create a Restricted/Closed Zendesk Support
Instance?
Answer: Whitelist or Blacklist specific email domains or email
addresses, OR put IP restrictions into place.
Rationale: This ensures you only get requests from approved
domains or IP ranges .
7. How do you make sure that Automations don't keep firing?
Answer: Add tags to the conditions and the action of the
Automation.
Rationale: This prevents the automation from running repeatedly
on the same tickets .
8. How is a Target determined for SLAs?
Answer: A Target is determined based on the level of priority and
the performance metric .
9. How is the average customer satisfaction score percentage
(%) calculated?
Answer: Total Positive Ratings / Total Ratings .
, 10. How long are the links within the customer satisfaction
survey valid for?
Answer: They are valid until the ticket is Closed .
11. How many satisfaction ratings are needed to calculate the
Satisfaction Prediction Score?
Answer: At least 200 satisfaction ratings .
12. How many SLA policies can be applied to a ticket at a
given time?
Answer: Only 1 SLA policy can be applied to a ticket at a given
time .
13. How often do Automations run?
Answer: Automations run once an hour on non-closed tickets .
14. If an Agent marks a ticket as spam, does it go to the
suspended or deleted tickets queue?
Answer: Deleted tickets queue.
Rationale: Any other tickets stemming from that same end-user
will end up in the Suspended Tickets queue .
15. If both Self-Service Channels and Live Channels are
enabled within the Web Widget, what is the order in which
they are presented?
Answer: Self-Service channels will be presented first and then Live
Channels.
