Zendesk Admin Exam Prep Complete
Questions And Answers | 2025 Verified
An agent will see two ticket fields displayed as one in the Assignee field of the ticket
interface. Whereas an admin will see the ticket fields as two separate fields in the admin
settings. Which two ticket fields are these? CORRECT ANSWERS A. Group and
Assignee. There are seven system fields total, although the ticket interface only shows
six. In the ticket interface, group and assignee are both displayed in the Assignee field
since the function of them is very similar for an agent. However, in the backend, these
are considered separate fields with their own distinct properties.
True or False: The Read-only for end users permission allows end users to see the
ticket field in the Web Widget (Classic). CORRECT ANSWERS A. False! If you set a
ticket field to Read-only for end users it will not be visible in the Web Widget (Classic).
The ticket field must be set with the Editable for end users permission.
What are the permissions on a ticket field level? CORRECT ANSWERS Agents can edit
Field can only be edited by an agent
Customers can edit
Field can be edited by the customers when submitting a request
Customers can view
Field value is visible to customers on their request page, but can't be edited
Required options on a ticket field level ? CORRECT ANSWERS Required to solve a
ticket
This can be overridden by conditional ticket fields
Required to submit a request
This requirement can be overridden by conditional ticket fields
Explain Conditional field fields on a ticket form level? CORRECT ANSWERS You can
add conditions to reveal fields based on user/agent input. Parent fields define
conditions, and child fields are hidden until the conditions are met.
Conditions for agents and Conditions for end users are set separately.
Option to make the form editable for End users ? CORRECT ANSWERS On a Form
level, Editable for End Users, Enabled
Enable end users to select this form when submitting a ticket.
Just like ticket fields, you will see that you must enable the form to be [editable for end
users] to allow the end user to view and use the form.
Questions And Answers | 2025 Verified
An agent will see two ticket fields displayed as one in the Assignee field of the ticket
interface. Whereas an admin will see the ticket fields as two separate fields in the admin
settings. Which two ticket fields are these? CORRECT ANSWERS A. Group and
Assignee. There are seven system fields total, although the ticket interface only shows
six. In the ticket interface, group and assignee are both displayed in the Assignee field
since the function of them is very similar for an agent. However, in the backend, these
are considered separate fields with their own distinct properties.
True or False: The Read-only for end users permission allows end users to see the
ticket field in the Web Widget (Classic). CORRECT ANSWERS A. False! If you set a
ticket field to Read-only for end users it will not be visible in the Web Widget (Classic).
The ticket field must be set with the Editable for end users permission.
What are the permissions on a ticket field level? CORRECT ANSWERS Agents can edit
Field can only be edited by an agent
Customers can edit
Field can be edited by the customers when submitting a request
Customers can view
Field value is visible to customers on their request page, but can't be edited
Required options on a ticket field level ? CORRECT ANSWERS Required to solve a
ticket
This can be overridden by conditional ticket fields
Required to submit a request
This requirement can be overridden by conditional ticket fields
Explain Conditional field fields on a ticket form level? CORRECT ANSWERS You can
add conditions to reveal fields based on user/agent input. Parent fields define
conditions, and child fields are hidden until the conditions are met.
Conditions for agents and Conditions for end users are set separately.
Option to make the form editable for End users ? CORRECT ANSWERS On a Form
level, Editable for End Users, Enabled
Enable end users to select this form when submitting a ticket.
Just like ticket fields, you will see that you must enable the form to be [editable for end
users] to allow the end user to view and use the form.
