--- title: Articles by ScreenSteps | Zendesk description: Zendesk | --- [![ScreenSteps](https://www.screensteps.com/hs-fs/hubfs/screensteps-logo.png?width=140&height=38&name=screensteps-logo.png "ScreenSteps")](https://www.screensteps.com) [![Get a Demo](https://no-cache.hubspot.com/cta/default/120141/94772433-12fa-4134-b1c5-d28ddf5f0477.png)](https://cta-redirect.hubspot.com/cta/redirect/120141/94772433-12fa-4134-b1c5-d28ddf5f0477) [![Sign In](https://no-cache.hubspot.com/cta/default/120141/76a1c9b9-594b-448e-a18d-dae92418bafc.png)](https://cta-redirect.hubspot.com/cta/redirect/120141/76a1c9b9-594b-448e-a18d-dae92418bafc) ### ScreenSteps Articles ## [Problems and Incidents in Zendesk](https://www.screensteps.com/articles/problems-and-incidents-in-zendesk) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Jan 27, 2015 2:38:00 PM [4 Comments](https://www.screensteps.com/articles/problems-and-incidents-in-zendesk#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-2321533702-png/6073008d-f9e4-4c53-8736-9069cd34c049.png) ](https://www.screensteps.com/articles/problems-and-incidents-in-zendesk) I just recently learned about using Problems and Incidents in Zendesk and I can't believe I didn't know about this before. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/problems-and-incidents-in-zendesk) ## [Using Zendesk Triggers and Automations to train new agents](https://www.screensteps.com/articles/using-zendesk-triggers-and-automations-to-train-new-agents) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Jan 20, 2015 1:07:04 PM [0 Comments](https://www.screensteps.com/articles/using-zendesk-triggers-and-automations-to-train-new-agents#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-2313733123-png/select--create-trigger-.png) ](https://www.screensteps.com/articles/using-zendesk-triggers-and-automations-to-train-new-agents) One of the benefits of Zendesk is the way you can set up various business rules to automate your support process and make sure that nothing falls through the cracks. Triggers and Automations are the tools that you use to make all of this automation happen. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/using-zendesk-triggers-and-automations-to-train-new-agents) ## [Understanding Zendesk Help Center Viewing Permissions](https://www.screensteps.com/articles/understanding-zendesk-help-center-viewing-permissions) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Dec 19, 2014 9:15:14 AM [0 Comments](https://www.screensteps.com/articles/understanding-zendesk-help-center-viewing-permissions#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-2244326393-jpg/blog/Field_level_help/Viewing_permissions.001.jpg) ](https://www.screensteps.com/articles/understanding-zendesk-help-center-viewing-permissions) Use ScreenSteps to [author your Zendesk articles](https://www.screensteps.com/zendesk) that need lots of screenshots. Today we are going to talk about Zendesk Help Center viewing permissions. Some companies want to have all of their knowledge base and community (or user forum) content public for everyone. But some companies want to have a bit more control over who can see what. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/understanding-zendesk-help-center-viewing-permissions) ## [The Zendesk Private Comments App](https://www.screensteps.com/articles/zendesk-private-comments-app) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Dec 11, 2014 4:26:00 PM [3 Comments](https://www.screensteps.com/articles/zendesk-private-comments-app#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-2094995816-png/5d58335f-1031-4970-b7fe-acc6eb0468c9.png) ](https://www.screensteps.com/articles/zendesk-private-comments-app) The default Zendesk interface lets you add either a public or a private comment to a ticket. But there are many times that I find I want to add both. I want to respond to the customer, but also add a private note for future reference. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/zendesk-private-comments-app) ## [Using Markdown to easily add formatting to your Zendesk Tickets](https://www.screensteps.com/articles/using-markdown-in-zendesk) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Nov 4, 2014 2:42:00 PM [0 Comments](https://www.screensteps.com/articles/using-markdown-in-zendesk#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-1959439177-png/an-example.png) ](https://www.screensteps.com/articles/using-markdown-in-zendesk) Markdown is a simple way to add formatting to your Zendesk tickets. It allows you to add the following formatting to your tickets: Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/using-markdown-in-zendesk) ## [Using the Zendesk HelpCenter Javascript Object in your Customizations](https://www.screensteps.com/articles/customizing-your-help-center-with-javascript) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Oct 30, 2014 3:49:18 PM [4 Comments](https://www.screensteps.com/articles/customizing-your-help-center-with-javascript#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-1919630677-png/897a88db-27f0-44f2-9ab2-35ba28d96153.png) ](https://www.screensteps.com/articles/customizing-your-help-center-with-javascript) Zendesk has always given you a lot of options for customizing your knowledge base site. In the old version of the Zendesk knowledge base this was done by adding "Extensions". These extensions could be javascript widgets, html snippets, CSS widgets, or integrations with other applications. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/customizing-your-help-center-with-javascript) ## [Zendesk Help Center Javascript Tricks](https://www.screensteps.com/articles/zendesk-help-center-javascript-tricks) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Oct 17, 2014 5:26:00 PM [0 Comments](https://www.screensteps.com/articles/zendesk-help-center-javascript-tricks#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-1822007098-png/29b8feb7-f613-4e25-a473-7a2c0da1f6c7-1.png) ](https://www.screensteps.com/articles/zendesk-help-center-javascript-tricks) In this article we are going to talk about a few javascript/css tricks you can use in the Zendesk Help Center. We had a situation where we want to display some quick navigation links along the top of the help center for [ScreenSteps/Zendesk integration](https://www.screensteps.com/zendesk), but we only wanted to display these links if the current user was a Zendesk agent or admin. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/zendesk-help-center-javascript-tricks) ## [How to auto assign a ticket to a specific agent in Zendesk](https://www.screensteps.com/articles/auto-assign-a-ticket-to-a-specific-agent-in-zendesk) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Sep 12, 2014 9:55:47 AM [1 Comment](https://www.screensteps.com/articles/auto-assign-a-ticket-to-a-specific-agent-in-zendesk#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-1614898777-png/set-up-the-filter.png) ](https://www.screensteps.com/articles/auto-assign-a-ticket-to-a-specific-agent-in-zendesk) We have hooked up our error submission in our desktop applications ([ScreenSteps](https://www.screensteps.com) and [Clarify](https://www.clarify-it.com)) so that when a user submits an error report it creates a ticket in Zendesk.  Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/auto-assign-a-ticket-to-a-specific-agent-in-zendesk) ## [Setup a Zendesk Out of Office Ticket Responder](https://www.screensteps.com/articles/zendesk-out-of-office-ticket-responder) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Sep 1, 2014 2:21:25 PM [10 Comments](https://www.screensteps.com/articles/zendesk-out-of-office-ticket-responder#comments-listing) [![](https://www.screensteps.com/hs-fs/hub/120141/file-1297567077-png/add-your-conditions.png) ](https://www.screensteps.com/articles/zendesk-out-of-office-ticket-responder) During the summer months, especially during August, a lot of agents go on vacation. What happens if an agent is on vacation and a customer responds to a pending ticket? The agent will get notified but since they are on vacation they won't be responding. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/zendesk-out-of-office-ticket-responder) ## [Zendesk Keyboard Shortcuts](https://www.screensteps.com/articles/zendesk-keyboard-shortcuts) [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* Sep 1, 2014 2:13:00 PM [5 Comments](https://www.screensteps.com/articles/zendesk-keyboard-shortcuts#comments-listing) Keyboard shortcuts can really speed things up when responding to tickets and Zendesk has a few that you should be using. Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) [Read More](https://www.screensteps.com/articles/zendesk-keyboard-shortcuts) [All posts](https://www.screensteps.com/articles/all) [Next](https://www.screensteps.com/articles/topic/zendesk/page/2) ### Blog Updates #### Subscribe Improve your onboarding, training, and support, with articles delivered right to your inbox ### Subscribe to Email Updates 100% Privacy. No Spam. ### Recent Posts ![ScreenSteps](https://www.screensteps.com/hs-fs/hubfs/screensteps-logo-white.png?width=147&name=screensteps-logo-white.png "ScreenSteps") Blue Mango Learning Systems PO Box 801, McLean, VA 22101 (866) 275-7856