Zendesk Admin Exam Prep: Section 3
User Experience
One agent sees that a ticket was submitted at 9:05 am. Another agent sees that
the ticket was submitted at 3:05 pm. What setting causes the agents to see
different timestamps? - CORRECT ANSWER-Agent profile time zone.
Ticket timestamps reflect the user's time zone. By default, the user's time zone
will be the same as the time zone on the primary Zendesk account. If you'd like to
change an individual agent's (or team member's) time zone, however, you can do
so by following these steps:
Navigate to Admin Center > People > Team members
Search for the agent, then click on their name.
Locate the Time zone dropdown in the side menu (on the left).
Select the desired time zone.
Time Zone discreprancies - CORRECT ANSWER-Ticket timestamps for Zendesk
Support
1/INDIVIDUAL USER PROFILE TIME ZONE (Search)
2/ PRIMARY ZENDESK ACCOUNT TIME ZONE
(AC>Account>Appearance>Localisation)
IMPORTANT: You can import a core set of data about users and organizations.
For example, using bulk import, you can import the data described in the table
below; however, you cannot import timezones, photos, language preferences,
etc. To import data not listed in the table below, you need to use the Zendesk
REST API instead.
Permissions that agents with custom roles can't have - CORRECT ANSWER--
Assume other agents >Note: To assume an end user, your Help Center must be
activated and visible to end-users.
User Experience
One agent sees that a ticket was submitted at 9:05 am. Another agent sees that
the ticket was submitted at 3:05 pm. What setting causes the agents to see
different timestamps? - CORRECT ANSWER-Agent profile time zone.
Ticket timestamps reflect the user's time zone. By default, the user's time zone
will be the same as the time zone on the primary Zendesk account. If you'd like to
change an individual agent's (or team member's) time zone, however, you can do
so by following these steps:
Navigate to Admin Center > People > Team members
Search for the agent, then click on their name.
Locate the Time zone dropdown in the side menu (on the left).
Select the desired time zone.
Time Zone discreprancies - CORRECT ANSWER-Ticket timestamps for Zendesk
Support
1/INDIVIDUAL USER PROFILE TIME ZONE (Search)
2/ PRIMARY ZENDESK ACCOUNT TIME ZONE
(AC>Account>Appearance>Localisation)
IMPORTANT: You can import a core set of data about users and organizations.
For example, using bulk import, you can import the data described in the table
below; however, you cannot import timezones, photos, language preferences,
etc. To import data not listed in the table below, you need to use the Zendesk
REST API instead.
Permissions that agents with custom roles can't have - CORRECT ANSWER--
Assume other agents >Note: To assume an end user, your Help Center must be
activated and visible to end-users.
