Zendesk Administrator Exam- Section 6: Security and Data
Persistence. | Exam Revision Questions And Correct Answers |
Graded A+ | 2025 Update |
Zendesk Sandbox - Answer -A stand alone instance of your Zendesk based on your current settings,
including account name, branding, localization, and agents. Use the sandbox for testing triggers,
automations, etc. without effecting production environment.
Zendesk open support instance - Answer -Anyone can see your help center and submit requests.
You
have two options for setup of users: registered (verified) and non registered
When and agent leaves you can reassign their tickets two ways - Answer -1. Manually reassign
each
ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk - Answer -Secure Socket Layer is an a encryptions protocol that ensures secure
communications with your help center. SSL is enabled by default for all Zendesk.com sub domains.
Zendesk EV Indicator - Answer -Zendesk indicates SSL to through customers browser by https
(HTTP
Secure) ad by a padlock icon in address bar. If you create your own sud domain (example
support.modcam.com instead of modcam.zendesk.com) the SSL no longer applies
What are the 3 "ways" you can configure you Zendesk Support Instance for access? - Answer -
Restricted,
open, or closed
Unverified/Unregistered Users in Zendesk and example - Answer -Users that are not prompted to
verify
their email addresses. This could be a recommended solution for email only support or instances
where
do not want users visiting the help center. If ticket is submitted than the user does not have to verify
, email rather gets email notification that the request has been received
Registered Users in Zendesk and example - Answer -Registered users have verified their email
address
and users accounts have been created. They can either be verified when submitting a ticket and
confirming their email address or you the administrator can create their user account.
Help Center Sign in - Answer -The help center will still give users the option of registering and
creating a
login to use your help center. This could modified to hide the sign up/login pages.
Registered users submits a ticket with out signing in - Answer -The ticket is flagged in order to
point out
potential risk of someone impersonating a user in an "open" Zendesk support instance
How to handle flagged tickets - Answer -1. Ignore the notice if everything is okay with ticket. You
cannot
remove the flag. 2 If you are concerned you can raise attention to your manager to consider
suspending
the user
What happens if a user is suspended in Zendesk - Answer -1. They can no longer sign in. 2. Any
new
support requests you receive from that user are sent to the suspended tickets queue
Suspending permissions for Agent and Administrator - Answer -Agents can suspend end users and
administrators can suspend both agents and end users. Note: A suspended agent still takes up a seat
in
Zendesk..for them to not they have to be downgraded to end user status.
Where do you go to allow anyone to submit tickets with no registration required? - Answer -
Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask Users to Register.
(Save)
Restricted Zendesk Access - Answer -Help Center is visible to all. Users but only users with email
addresses in domains that you approve can register and submit support requests. Any unproved
users
tickets will be sent to Suspended queue or completely rejected.
Where to setup restricted access in Zendesk - Answer -Admin> Settings> Customers> Anybody
can
Persistence. | Exam Revision Questions And Correct Answers |
Graded A+ | 2025 Update |
Zendesk Sandbox - Answer -A stand alone instance of your Zendesk based on your current settings,
including account name, branding, localization, and agents. Use the sandbox for testing triggers,
automations, etc. without effecting production environment.
Zendesk open support instance - Answer -Anyone can see your help center and submit requests.
You
have two options for setup of users: registered (verified) and non registered
When and agent leaves you can reassign their tickets two ways - Answer -1. Manually reassign
each
ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets
SSL for Zendesk - Answer -Secure Socket Layer is an a encryptions protocol that ensures secure
communications with your help center. SSL is enabled by default for all Zendesk.com sub domains.
Zendesk EV Indicator - Answer -Zendesk indicates SSL to through customers browser by https
(HTTP
Secure) ad by a padlock icon in address bar. If you create your own sud domain (example
support.modcam.com instead of modcam.zendesk.com) the SSL no longer applies
What are the 3 "ways" you can configure you Zendesk Support Instance for access? - Answer -
Restricted,
open, or closed
Unverified/Unregistered Users in Zendesk and example - Answer -Users that are not prompted to
verify
their email addresses. This could be a recommended solution for email only support or instances
where
do not want users visiting the help center. If ticket is submitted than the user does not have to verify
, email rather gets email notification that the request has been received
Registered Users in Zendesk and example - Answer -Registered users have verified their email
address
and users accounts have been created. They can either be verified when submitting a ticket and
confirming their email address or you the administrator can create their user account.
Help Center Sign in - Answer -The help center will still give users the option of registering and
creating a
login to use your help center. This could modified to hide the sign up/login pages.
Registered users submits a ticket with out signing in - Answer -The ticket is flagged in order to
point out
potential risk of someone impersonating a user in an "open" Zendesk support instance
How to handle flagged tickets - Answer -1. Ignore the notice if everything is okay with ticket. You
cannot
remove the flag. 2 If you are concerned you can raise attention to your manager to consider
suspending
the user
What happens if a user is suspended in Zendesk - Answer -1. They can no longer sign in. 2. Any
new
support requests you receive from that user are sent to the suspended tickets queue
Suspending permissions for Agent and Administrator - Answer -Agents can suspend end users and
administrators can suspend both agents and end users. Note: A suspended agent still takes up a seat
in
Zendesk..for them to not they have to be downgraded to end user status.
Where do you go to allow anyone to submit tickets with no registration required? - Answer -
Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask Users to Register.
(Save)
Restricted Zendesk Access - Answer -Help Center is visible to all. Users but only users with email
addresses in domains that you approve can register and submit support requests. Any unproved
users
tickets will be sent to Suspended queue or completely rejected.
Where to setup restricted access in Zendesk - Answer -Admin> Settings> Customers> Anybody
can
