Selected Topics Go to Knowledge Base Release Notes Latest Release Notes Getting started Agent Setup Guide Configuring audio settings Logging into your email server Sending an ad-hoc email Calling from the Outbound panel Searching a queue Handling Calls What to do if I'm available but cannot receive calls Viewing recent calls Recording a call Transferring a call to a third party Using the call control buttons What I can see on my screen when I'm on a call Handling Emails Viewing the activity timeline of an email Forwarding and email Viewing the history of an email Returning or transferring an item to a queue Parking an email Selecting email attachments Handling SMS Messages Sending SMS messages during webchats Sending an SMS message Handling webchats Extending or ending my wrapup time Using the chat control buttons Sending a chat history to the webclient Flagging a webchat as abusive Classifying a webchat Contacting a customer via the current chat session Handling Payments Managing Live Payments Taking, sending or refunding a payment Taking pending payment transactions from queues Viewing payment transactions Third-party CRM Platforms Troubleshooting Using the Contact softphone within Zendesk Using the Contact softphone within MS Dynamics Using the Contact softphone within Salesforce Third-party CRM platforms overview Scheduled calls Making a scheduled callback Viewing and changing times for scheduled callbacks Scheduling a callback between calls Scheduling a callback for the current call Scheduled calls Contacts Calling from your saved contacts Contacting a customer by email or social media Calling directly from your saved contacts Viewing a customer’s contact history Updating a customer’s details Confirming a customer’s contact record Recent activity Viewing detailed statistics Viewing a summary of your activity today Recent activity Feedback Feedback Other Knowledge Bases Administrator Supervisor
