Zendesk Certification Exam
Questions with Correct Verified
Answers Latest Update
(2024/2025) Guaranteed Pass
Colour in email template can be changed using what code (source code of
email template) - ANS ✓HTML (coded colour)
What is the text template for the email template? - ANS ✓This is the text
version of the ticket in case it goes to a device that doesn't read HTML!
Please type your reply above this line - what is this and what's the point? -
ANS ✓Delimiter (line 14 in email template) - it helps to make just the new text a
new comment, not all the comments below it too
Email only support needs to follow these steps: - ANS ✓1. Hide all links for
help centre
2. Triggers - make sure there are no ticket ids with # before as it makes it a
clickable link
3. Footer in email template includes link to where tickets are managed
If allowing agent signatures, where does this show up? - ANS ✓All public
comments
How many views can be seen on a page? - ANS ✓12
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on a brand, {{agent. Signature}} works like.. - ANS ✓uses personal agent
signatures
on a brand, {{agent.name}} works like... - ANS ✓name of agent and NOT
personal agent signature
What do you see with suspended tickets? - ANS ✓Received, Subject, Sender,
cause of suspension
Can you get notifications for suspended tickets? - ANS ✓Yes, you can schedule
to get notifications and determine who gets these emails
Suspended tickets permanently delete after how many days? - ANS ✓14
How would you make sure anyone with a Zendesk email address could
submit tickets, but no one else? - ANS ✓whitelist zendesk.com and place * in
blacklist
How do you allow an address or domain to still submit tickets, but start in
the suspended view? - ANS ✓blacklist suspend:domain.com
"Anybody can submit tickets" is not enabled means that.. - ANS ✓Users have
to be in Zendesk already
Require CAPTCHA is required for what? - ANS ✓signed out users to complete
CAPTCHA to prevent spam
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Which email address do notifications go to? - ANS ✓Primary email address
(even if they email from secondary email address)
Benefits of using organizations - ANS ✓Tickets come together in one view,
users are all under org, share tickets (can control if they see just their tickets or
everyone from their org + if they can comment on the tickets or not), can route to
a group, can see things on help centre based on user segmentation
Does Org group routing override business rules? - ANS ✓Yes - this does not
show in events but does show it was set on ticket creation
How are schedules used in Business rules? - ANS ✓As a condition "If within
Business hours" for ex. OR to set schedule (for ex. if ticket comes to EMEA team,
then schedule is..)
How many columns can you put in a view? What else can you sort with? -
ANS ✓up to 10; group or order by
What is the OOB automation timing for solved ticket to become closed
tickets? How many days before it's closed with inborn functionality (even
without automation)? - ANS ✓4 days, 28 consecutive days
Can a ticket be rated after it is closed? - ANS ✓No
After how many days of being closed does a ticket become archived? - ANS
✓120 days
OOB Triggers - ANS ✓Notify requester of received request, comment update
Notify assignee of comment update, of assignment, reopened ticket
Notify group of assignment
Notify all agents received request
Zendesk Certification
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