Zendesk Certification ExamQuestions With 100% Correct
Answers Graded A+
What channels does Zendesk offer?
Email
Help Center
Twitter
Chat
Facebook
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use?
As many as you want! (no limit)
Can you receive/respond to tickets with email addresses outside of Zendesk?
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.
admins; agents
How many Facebook pages can you have on your account?
Up to 15
The email addresses you use to receive support requests in Zendesk Support are
referred to as
Support addresses
If an end-user sends an email to , what will the from line
read?
From (Support Team Name: Acme Help) <>
With personalized replies, what will the end-user see in the from line when
sending an email to ?
From Agent Name: Bob (Support Team: Acme Help) <>
Where do you go to add a new Zendesk address?
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.
True
Which support addresses cannot be deleted?
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?
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.
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?
Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain?
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?
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?
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?
Outlook and Gmail
What company does Zendesk use to filter out spam?
Cloudmark
How do you add a blacklisted or whitelisted email?
Admin>Settings>Customers
How can you ensure an email address or domain's ticket doesn't come into
Zendesk at all?
Add reject as in these examples in the blacklist reject:
reject:gmail.com
True/False: If a user has more than one email, a new contact is formed when they
use the second address.
True; you can merge into one contact in order to stop this moving forward.
What must be enabled in order to merge tickets from different requesters?
CC
What is the main difference between using CC and the @mention?
CC function allows agents to add end-users while the @mention can only add agents
Channel integrations allows customers to do what?
customers can bring in from other apps in the marketplace such as google reviews
When using email forwarding, does the external address or the final address
become the received @ address for routing?
initial received @ email address
Personalized email replies is default and shows agent name next to company
name (T/F)
True
How can you know if something is an existing ticket being replied to (what to look
for)?
Answers Graded A+
What channels does Zendesk offer?
Help Center
Chat
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use?
As many as you want! (no limit)
Can you receive/respond to tickets with email addresses outside of Zendesk?
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.
admins; agents
How many Facebook pages can you have on your account?
Up to 15
The email addresses you use to receive support requests in Zendesk Support are
referred to as
Support addresses
If an end-user sends an email to , what will the from line
read?
From (Support Team Name: Acme Help) <>
With personalized replies, what will the end-user see in the from line when
sending an email to ?
From Agent Name: Bob (Support Team: Acme Help) <>
Where do you go to add a new Zendesk address?
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.
True
Which support addresses cannot be deleted?
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?
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.
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?
Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain?
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?
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?
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?
Outlook and Gmail
What company does Zendesk use to filter out spam?
Cloudmark
How do you add a blacklisted or whitelisted email?
Admin>Settings>Customers
How can you ensure an email address or domain's ticket doesn't come into
Zendesk at all?
Add reject as in these examples in the blacklist reject:
reject:gmail.com
True/False: If a user has more than one email, a new contact is formed when they
use the second address.
True; you can merge into one contact in order to stop this moving forward.
What must be enabled in order to merge tickets from different requesters?
CC
What is the main difference between using CC and the @mention?
CC function allows agents to add end-users while the @mention can only add agents
Channel integrations allows customers to do what?
customers can bring in from other apps in the marketplace such as google reviews
When using email forwarding, does the external address or the final address
become the received @ address for routing?
initial received @ email address
Personalized email replies is default and shows agent name next to company
name (T/F)
True
How can you know if something is an existing ticket being replied to (what to look
for)?
