Zendesk: ticket statuses, views, macros and SLAs for agents
How agents work tickets in Zendesk Support: the standard statuses and lifecycle (New, Open, Pending, On-hold, Solved, Closed), public replies versus internal notes, views, macros, the difference between triggers and automations, and how SLA policy metrics such as first reply time and requester wait time are measured.
- Level
- Beginner
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Zendesk
Skills you'll practise
- Set the right status at each stage of a ticket and explain what the requester sees
- Choose between a public reply and an internal note
- Use views to work tickets and macros to apply standard responses and actions
- Explain the difference between triggers (event-based) and automations (time-based)
- Explain which SLA metrics apply and what starts, pauses and stops them
Course outline
- 1.Zendesk for agentsVideo · 1 min
- 2.Statuses and the ticket lifecycleLesson · 15 min
- 3.Replies, notes, views and macrosLesson · 15 min
- 4.Triggers, automations and SLAsLesson · 15 min
- 5.Zendesk: ticket statuses, views, macros and SLAs for agents: knowledge checkKnowledge check · 15 questions
- 6.Final exam8 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Zendesk help: About the ticket lifecycle and ticket statuses
- Zendesk help: What is the difference between ticket triggers and automations?
- Zendesk help: Creating macros for repetitive ticket responses and actions
- Zendesk help: Accessing your views of tickets
- Zendesk help: Defining SLA policies
- Zendesk help: Why do end-user comments appear as internal notes?
See it with your own jobs and topics
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