ZENDESK SUPPORT ADMIN CERTIFICATION
2026 FULL PRACTICE EXAM WITH VERIFIED
SOLUTIONS
◉ What are Side Conversations? Answer: A tool that enables Agents
to solicit input or expertise on a customer support issue and retain
that information in the ticket itself. This is helpful because it allows
for a single record of communications to get a customer's issue
solved.
◉ What is the difference between a Light Agent and a Recipient in
the context of Side Conversations? Answer: Light Agents can view
and add internal comments to a ticket. A Recipient cannot view
tickets, but their comment to a Side Conversation gets added as an
internal note to the main ticket so that all comments live within the
ticket (single record).
◉ When a Side Conversation is created within a ticket, is the status
of the ticket automatically moved to Pending? Answer: No, you need
to create a trigger which states that whenever a Side Conversation is
created or updated by the Agent, the ticket status is moved to
Pending.
◉ How long are the links within the customer satisfaction survey
valid for? Answer: They are valid until the ticket is Closed.
, ◉ How is the average customer satisfaction score percentage (%)
calculated? Answer: Total Positive Ratings / Total Ratings
◉ Why would an Admin enable Satisfaction Prediction Scores?
Answer: Because they want to identify at-risk tickets ahead of time.
◉ What 3 factors are taken into account when calculating the
Satisfaction Prediction Score? Answer: Time, ticket text, and effort.
◉ How many satisfaction ratings are needed to calculate the
Satisfaction Prediction Score? Answer: At least 200 satisfaction
ratings.
◉ What are the 3 types of Zendesk Instances in relation to
configuring End-User access? Answer: Open: General public, usually
B2C companies
Restricted: Only approved email domains, usually B2B companies
Closed: Requests stemming from users already added by
agents/admins will be able to access, usually B2E (example: the way
in which I open up tickets for other departments)
◉ What happens if tickets are sent to a restricted or closed Zendesk
Support instance from End-Users who aren't registered/approved?
2026 FULL PRACTICE EXAM WITH VERIFIED
SOLUTIONS
◉ What are Side Conversations? Answer: A tool that enables Agents
to solicit input or expertise on a customer support issue and retain
that information in the ticket itself. This is helpful because it allows
for a single record of communications to get a customer's issue
solved.
◉ What is the difference between a Light Agent and a Recipient in
the context of Side Conversations? Answer: Light Agents can view
and add internal comments to a ticket. A Recipient cannot view
tickets, but their comment to a Side Conversation gets added as an
internal note to the main ticket so that all comments live within the
ticket (single record).
◉ When a Side Conversation is created within a ticket, is the status
of the ticket automatically moved to Pending? Answer: No, you need
to create a trigger which states that whenever a Side Conversation is
created or updated by the Agent, the ticket status is moved to
Pending.
◉ How long are the links within the customer satisfaction survey
valid for? Answer: They are valid until the ticket is Closed.
, ◉ How is the average customer satisfaction score percentage (%)
calculated? Answer: Total Positive Ratings / Total Ratings
◉ Why would an Admin enable Satisfaction Prediction Scores?
Answer: Because they want to identify at-risk tickets ahead of time.
◉ What 3 factors are taken into account when calculating the
Satisfaction Prediction Score? Answer: Time, ticket text, and effort.
◉ How many satisfaction ratings are needed to calculate the
Satisfaction Prediction Score? Answer: At least 200 satisfaction
ratings.
◉ What are the 3 types of Zendesk Instances in relation to
configuring End-User access? Answer: Open: General public, usually
B2C companies
Restricted: Only approved email domains, usually B2B companies
Closed: Requests stemming from users already added by
agents/admins will be able to access, usually B2E (example: the way
in which I open up tickets for other departments)
◉ What happens if tickets are sent to a restricted or closed Zendesk
Support instance from End-Users who aren't registered/approved?
