Zendesk Certification Exam Questions
and Answers 100% Solved | Graded A+
What channels does Zendesk offer? - ✔✔Email
Help Center
Twitter
Chat
Facebook
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? - ✔✔As many as you want! (no
limit)
Can you receive/respond to tickets with email addresses outside of
Zendesk? - ✔✔Yes, it takes extra setting up with forwarding settings. Also
can send from these as if it was from Zendesk email as well!
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,Only _____ have access to the incoming tweets; ____ have access once
they becoming twickets. - ✔✔admins; agents
How many Facebook pages can you have on your account? - ✔✔Up to 15
The email addresses you use to receive support requests in Zendesk
Support are referred to as - ✔✔Support addresses
If an end-user sends an email to , what will the
from line read? - ✔✔From (Support Team Name: Acme Help)
<>
With personalized replies, what will the end-user see in the from line when
sending an email to ? - ✔✔From Agent Name: Bob
(Support Team: Acme Help) <>
Where do you go to add a new Zendesk address? -
✔✔Admin>Channels>Emails>Add Address>Create new Zendesk Address
True/False: When you delete a support address, outgoing email
notifications will no longer be sent from that address. Any tickets using the
deleted support address will be given to the default address. - ✔✔True
Which support addresses cannot be deleted? - ✔✔Original, Gmail
connector, and default (but you can change the default address to delete a
particular address)
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, When is the default support address the sending address? -
✔✔Notifications when a ticket is created manually, when a ticket is sent
directly to your default support address, or when a ticket is created through
a channel other than email.
True/False: You can edit the email address of an existing support address,
but not the address name. - ✔✔False; you cannot edit the email address,
just the name.
This is a way to handle incoming support address errors and is replaced
with which email? - ✔✔Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - ✔✔1. Set up
forwarding in external email
2. Add external address in ZD support.
3. Send SPF to ZD to verify they sending on behalf.
What are the 2 ways tickets can be created when a user emails an agent's
outside email address, keeping the end-user as the requester? - ✔✔Agent
Forwarding (must be enabled) and Redirect
What steps need to be taken for an agent to forward an email and keep it
with the original requester? - ✔✔1. Add #requester {requester_email} to the
top of the email body.
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
and Answers 100% Solved | Graded A+
What channels does Zendesk offer? - ✔✔Email
Help Center
Chat
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? - ✔✔As many as you want! (no
limit)
Can you receive/respond to tickets with email addresses outside of
Zendesk? - ✔✔Yes, it takes extra setting up with forwarding settings. Also
can send from these as if it was from Zendesk email as well!
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,Only _____ have access to the incoming tweets; ____ have access once
they becoming twickets. - ✔✔admins; agents
How many Facebook pages can you have on your account? - ✔✔Up to 15
The email addresses you use to receive support requests in Zendesk
Support are referred to as - ✔✔Support addresses
If an end-user sends an email to , what will the
from line read? - ✔✔From (Support Team Name: Acme Help)
<>
With personalized replies, what will the end-user see in the from line when
sending an email to ? - ✔✔From Agent Name: Bob
(Support Team: Acme Help) <>
Where do you go to add a new Zendesk address? -
✔✔Admin>Channels>Emails>Add Address>Create new Zendesk Address
True/False: When you delete a support address, outgoing email
notifications will no longer be sent from that address. Any tickets using the
deleted support address will be given to the default address. - ✔✔True
Which support addresses cannot be deleted? - ✔✔Original, Gmail
connector, and default (but you can change the default address to delete a
particular address)
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, When is the default support address the sending address? -
✔✔Notifications when a ticket is created manually, when a ticket is sent
directly to your default support address, or when a ticket is created through
a channel other than email.
True/False: You can edit the email address of an existing support address,
but not the address name. - ✔✔False; you cannot edit the email address,
just the name.
This is a way to handle incoming support address errors and is replaced
with which email? - ✔✔Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - ✔✔1. Set up
forwarding in external email
2. Add external address in ZD support.
3. Send SPF to ZD to verify they sending on behalf.
What are the 2 ways tickets can be created when a user emails an agent's
outside email address, keeping the end-user as the requester? - ✔✔Agent
Forwarding (must be enabled) and Redirect
What steps need to be taken for an agent to forward an email and keep it
with the original requester? - ✔✔1. Add #requester {requester_email} to the
top of the email body.
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
