ZENDESK CERTIFICATION EXAM
2025/2026 QUESTIONS AND ANSWERS
100% PASS
What channels does Zendesk offer? - ANS Email
Help Center
Twitter
Chat
Facebook
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? - ANS As many as you want! (no limit)
Can you receive/respond to tickets with email addresses outside of Zendesk? - ANS Yes, it
takes extra setting up with forwarding settings. Also can send from these as if it was from
Zendesk email as well!
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Only _____ have access to the incoming tweets; ____ have access once they becoming twickets.
- ANS admins; agents
How many Facebook pages can you have on your account? - ANS Up to 15
The email addresses you use to receive support requests in Zendesk Support are referred to as -
ANS Support addresses
If an end-user sends an email to , what will the from line read? -
ANS From (Support Team Name: Acme Help) <>
With personalized replies, what will the end-user see in the from line when sending an email to
? - ANS From Agent Name: Bob (Support Team: Acme Help)
<>
Where do you go to add a new Zendesk address? - ANS 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. - ANS True
Which support addresses cannot be deleted? - ANS Original, Gmail connector, and default
(but you can change the default address to delete a particular address)
When is the default support address the sending address? - ANS 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.
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, True/False: You can edit the email address of an existing support address, but not the address
name. - ANS 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? -
ANS Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - ANS 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? - ANS 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? - ANS 1. Add #requester {requester_email} to the top of the email body.
2. Clean up the email and remove FWD
3. Send to the support email address
Redirecting is not available for which two big email providers? - ANS Outlook and Gmail
What company does Zendesk use to filter out spam? - ANS Cloudmark
How do you add a blacklisted or whitelisted email? - ANS Admin>Settings>Customers
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
2025/2026 QUESTIONS AND ANSWERS
100% PASS
What channels does Zendesk offer? - ANS Email
Help Center
Chat
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? - ANS As many as you want! (no limit)
Can you receive/respond to tickets with email addresses outside of Zendesk? - ANS Yes, it
takes extra setting up with forwarding settings. Also can send from these as if it was from
Zendesk email as well!
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Only _____ have access to the incoming tweets; ____ have access once they becoming twickets.
- ANS admins; agents
How many Facebook pages can you have on your account? - ANS Up to 15
The email addresses you use to receive support requests in Zendesk Support are referred to as -
ANS Support addresses
If an end-user sends an email to , what will the from line read? -
ANS From (Support Team Name: Acme Help) <>
With personalized replies, what will the end-user see in the from line when sending an email to
? - ANS From Agent Name: Bob (Support Team: Acme Help)
<>
Where do you go to add a new Zendesk address? - ANS 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. - ANS True
Which support addresses cannot be deleted? - ANS Original, Gmail connector, and default
(but you can change the default address to delete a particular address)
When is the default support address the sending address? - ANS 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.
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, True/False: You can edit the email address of an existing support address, but not the address
name. - ANS 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? -
ANS Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - ANS 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? - ANS 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? - ANS 1. Add #requester {requester_email} to the top of the email body.
2. Clean up the email and remove FWD
3. Send to the support email address
Redirecting is not available for which two big email providers? - ANS Outlook and Gmail
What company does Zendesk use to filter out spam? - ANS Cloudmark
How do you add a blacklisted or whitelisted email? - ANS Admin>Settings>Customers
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
