Zendesk Certification Questions with Correct
Answers
What channels does Zendesk offer? Correct Answer-Email
Help Center
Twitter
Chat
Facebook
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? Correct Answer-As many as
you want! (no limit)
Can you receive/respond to tickets with email addresses outside of
Zendesk? Correct Answer-Yes, it takes extra setting up with forwarding
settings. Also can send from these as if it was from Zendesk email as
well!
Only _____ have access to the incoming tweets; ____ have access once
they becoming twickets. Correct Answer-admins; agents
How many Facebook pages can you have on your account? Correct
Answer-Up to 15
,The email addresses you use to receive support requests in Zendesk
Support are referred to as Correct Answer-Support addresses
If an end-user sends an email to , what will the
from line read? Correct Answer-From (Support Team Name: Acme
Help) <>
With personalized replies, what will the end-user see in the from line
when sending an email to ? Correct Answer-From
Agent Name: Bob (Support Team: Acme Help) <>
Where do you go to add a new Zendesk address? Correct Answer-
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. Correct
Answer-True
Which support addresses cannot be deleted? Correct Answer-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? Correct
Answer-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. Correct Answer-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? Correct Answer-Wildcard (replaces incorrect with
default address)
What are the three steps to using an external email domain? Correct
Answer-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? Correct
Answer-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? Correct Answer-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
Answers
What channels does Zendesk offer? Correct Answer-Email
Help Center
Chat
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? Correct Answer-As many as
you want! (no limit)
Can you receive/respond to tickets with email addresses outside of
Zendesk? Correct Answer-Yes, it takes extra setting up with forwarding
settings. Also can send from these as if it was from Zendesk email as
well!
Only _____ have access to the incoming tweets; ____ have access once
they becoming twickets. Correct Answer-admins; agents
How many Facebook pages can you have on your account? Correct
Answer-Up to 15
,The email addresses you use to receive support requests in Zendesk
Support are referred to as Correct Answer-Support addresses
If an end-user sends an email to , what will the
from line read? Correct Answer-From (Support Team Name: Acme
Help) <>
With personalized replies, what will the end-user see in the from line
when sending an email to ? Correct Answer-From
Agent Name: Bob (Support Team: Acme Help) <>
Where do you go to add a new Zendesk address? Correct Answer-
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. Correct
Answer-True
Which support addresses cannot be deleted? Correct Answer-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? Correct
Answer-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. Correct Answer-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? Correct Answer-Wildcard (replaces incorrect with
default address)
What are the three steps to using an external email domain? Correct
Answer-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? Correct
Answer-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? Correct Answer-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
