AI

• Understanding chatbot options in your Zendesk account
• Understanding everywhere you can use AI agents
• Getting started with AI agents
• About AI agents with agentic AI
• Understanding AI agent tickets for AI agent–only conversations

People

• Adding custom fields to users
• Adding agents and admins and setting ticket access

About Zendesk

• What is Zendesk Premier and what does it include?

Objects and Rules

• About automations and how they work
• Defining and using SLA policies

Channels

• Advanced customization of Web Widget (Classic)

Workspace

• About the Zendesk Agent Workspace
• Can I increase the number of displayed views?
• Configuring end-user device information in the context panel (live chat and messaging)
• Configuring the context panel in the Zendesk Agent Workspace
• Configuring the knowledge section in the context panel
• Creating macros for tickets

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