ZENDESK SUPPORT ADMIN CERTIFICATION
EXAM (ACTUAL EXAM) QUESTIONS WITH
VERY ELABORATED ANSWERS CORRECTRY
WELL ORGANIZED LATEST 2024 – 2025
ALREADY GRADED A+
What happens once a ticket is deleted? - ANSWERS-It moves to the deleted
tickets queue where it remains for 30 days until being fully deleted.
Is it possible to bulk delete closed tickets? - ANSWERS-No, tickets marked as
Closed cannot be bulk deleted. You have to use the bulk delete API to delete
Closed tickets in bulk. Otherwise, you can only individually delete Closed tickets.
Are you able to restore/recover tickets that may have ended up in the deleted or
suspended tickets queue? - ANSWERS-Yes for both. Deleted tickets remain in the
deleted ticket queue for 30 days and suspended tickets remain in the suspended
tickets queue for 14 days.
, If an Agent marks a ticket as spam, does it go to the suspended or deleted tickets
queue? - ANSWERS-Deleted tickets queue. Any other tickets stemming from that
same end-user will end up in the Suspended Tickets queue in which it will sit for
14 days.
What is a Macro? - ANSWERS-Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? - ANSWERS-Triggers, Automations, and
SLAs.
What type of Business Rule is event-based? - ANSWERS-Triggers
What type of Business Rules are time-based? - ANSWERS-Automations and SLAs.
What is a View? - ANSWERS-Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? - ANSWERS-Areas inside tickets to add in more contextual
information about the customer.
What are Events? - ANSWERS-Area in the ticket interface where agents can get a
clearer view of all the updates that occurred during the ticket lifecycle.
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