ZING CERTIFICATION PRACTICE
SOLUTION TEST 2026 COMPLETE
QUESTIONS AND ANSWERS GRADED A+
●● What are Ticket Fields?
Answer: Areas inside tickets to add in more contextual information
about the customer.
●● What are Events?
Answer: Area in the ticket interface where agents can get a clearer view
of all the updates that occurred during the ticket lifecycle.
●● What is a Macro?
Answer: Enable agents to update tickets with scripted answers based on
predefined actions/events.
●● What are the 3 types of Business Rules?
Answer: Triggers, Automations, and SLAs.
●● What type of Business Rule is event-based?
Answer: Triggers
,●● What type of Business Rules are time-based?
Answer: Automations and SLAs.
●● What is an Automation?
Answer: A Business Rule in which something happens to the ticket after
a certain amount of time has elapsed and the ticket meets certain
conditions.
●● What the 4 types of channels in which tickets can be created from?
Answer: Written (Email, Web Widget, Web Form, etc.), Live (Chat,
Talk, etc.), Social Media (Facebook, Twitter, etc.), and Advanced (API,
Mobile SDK, etc.).
●● What are the 3 types of user roles?
Answer: End-Users, Agents, and Administrators.
●● What is a Group?
Answer: A collection of agents created/grouped together based on
certain attributes (region, language, department, team, etc.).
●● What is an Organization?
Answer: An optional collection/grouping of End-Users. This collection
of End-Users is usually grouped by domain name (i.e. @apple.com or
@google.com).
, ●● Do you have to add in a personal signature?
Answer: No, you may also use a Zendesk Alias.
●● What does the 'Play' button do?
Answer: Serves up the next available ticket instead of the agent merely
clicking on any available ticket in the ticket view.
●● What is the difference between a CC and a Follower?
Answer: A Follower is similar to a BCC in an email.
●● What are the 2 default Ticket/System Fields that come with any
standard Zendesk Support account?
Answer: Type (Problem, Question, Incident, Task) and Priority (Low,
Medium, High)
●● How can an Admin leverage Problem & Incident tickets?
Answer: If there is a main problem such as a delivery driver gets into a
car accident carrying multiple food orders. The Admin/Agent can create
one main Problem ticket and then associate the other Incident tickets
with the main Problem ticket. Replying to the one Problem ticket will
have the reply also be applied to the downstream Incident tickets.
●● What is a Ticket Form?
SOLUTION TEST 2026 COMPLETE
QUESTIONS AND ANSWERS GRADED A+
●● What are Ticket Fields?
Answer: Areas inside tickets to add in more contextual information
about the customer.
●● What are Events?
Answer: Area in the ticket interface where agents can get a clearer view
of all the updates that occurred during the ticket lifecycle.
●● What is a Macro?
Answer: Enable agents to update tickets with scripted answers based on
predefined actions/events.
●● What are the 3 types of Business Rules?
Answer: Triggers, Automations, and SLAs.
●● What type of Business Rule is event-based?
Answer: Triggers
,●● What type of Business Rules are time-based?
Answer: Automations and SLAs.
●● What is an Automation?
Answer: A Business Rule in which something happens to the ticket after
a certain amount of time has elapsed and the ticket meets certain
conditions.
●● What the 4 types of channels in which tickets can be created from?
Answer: Written (Email, Web Widget, Web Form, etc.), Live (Chat,
Talk, etc.), Social Media (Facebook, Twitter, etc.), and Advanced (API,
Mobile SDK, etc.).
●● What are the 3 types of user roles?
Answer: End-Users, Agents, and Administrators.
●● What is a Group?
Answer: A collection of agents created/grouped together based on
certain attributes (region, language, department, team, etc.).
●● What is an Organization?
Answer: An optional collection/grouping of End-Users. This collection
of End-Users is usually grouped by domain name (i.e. @apple.com or
@google.com).
, ●● Do you have to add in a personal signature?
Answer: No, you may also use a Zendesk Alias.
●● What does the 'Play' button do?
Answer: Serves up the next available ticket instead of the agent merely
clicking on any available ticket in the ticket view.
●● What is the difference between a CC and a Follower?
Answer: A Follower is similar to a BCC in an email.
●● What are the 2 default Ticket/System Fields that come with any
standard Zendesk Support account?
Answer: Type (Problem, Question, Incident, Task) and Priority (Low,
Medium, High)
●● How can an Admin leverage Problem & Incident tickets?
Answer: If there is a main problem such as a delivery driver gets into a
car accident carrying multiple food orders. The Admin/Agent can create
one main Problem ticket and then associate the other Incident tickets
with the main Problem ticket. Replying to the one Problem ticket will
have the reply also be applied to the downstream Incident tickets.
●● What is a Ticket Form?
