One of the things that usually confuses people who are new to Zendesk is the difference between a trigger and an automation.
These two business rules seem to do the same, but they’re actually quite different. What are the main differences between them?
Continue reading Zendesk: triggers vs automations
Whether it’s Zendesk or another help desk software that includes this kind of feature, a View is basically a filter you set up to present tickets that obey to specific criteria.
This explanation isn’t always clear to many people starting with Zendesk, though, so here’s an analogy that usually gets this one out of the way when providing training.
Continue reading The “dark box”: a simple analogy to understand Zendesk Views