How do you show who is waiting for whom?

Assign a ticket to a group or agent and make the next action clear. In Zendesk, Pending generally means the agent is waiting for the requester. On-hold can record that the agent needs information from someone else.

For example, after asking a customer which account is affected, use Pending. Put internal discussion in an internal note. Check the reply mode before sharing a customer-facing message.

What counts as an automated resolution?

Zendesk prices its helpdesk primarily by agent seat. Its AI agent uses a separate automated resolution allowance. Zendesk describes an automated resolution as a request the AI agent successfully resolves without a human escalation.

Plan allowances and overage behavior can differ. Check the contract and usage controls for whether AI can continue at a charge or be restricted at the limit. Zendesk is retiring its legacy Essential AI agent on December 10, 2026. Use current AI-agent documentation when planning a new setup.

What do you need to preserve in a Zendesk move?

The ticket CSV omits comments and descriptions. A JSON export can include comments, but Zendesk says comments are omitted for tickets over 1 MB. Exports also depend on permissions and account options.

Attachment references can point to a separate file rather than containing it. Check a long ticket, an internal note and an attachment in the destination before relying on the export. Protect any copy that includes private notes or contact details.

How can you rehearse a handoff before changing routing?

Sketch a fictional support ticket for a missing account invite. Use paper, no actual customer details and no email, routing or AI action.

Choose the next owner
Draw the queue and assign a teammate to check the invite. Mark Pending only when the customer has the next action.
Draft an internal note and a public reply
Keep the investigation reference in the note. The public reply explains the next step without exposing the note.
Check the exception
When the question needs account access, route it to a person. Mark which comments and attachments you would need to retrieve if you moved this ticket.