Agents and team leaders can ask how to do a task in Zendesk and see each step on their own screen. The steps follow your own procedures and set-up, not a generic manual.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made Zendesk guides. We build your guides from your own procedures, on your own Zendesk set-up, and test each one before your staff use it.
Your agents and team leaders get the answer on screen, in Zendesk and the systems around it, instead of interrupting a colleague or raising a ticket.
New agents learn Zendesk in training, then meet the awkward cases on a live queue. Outcomer answers their questions while they work, so they follow your process without stopping a team leader.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
Open the ticket you want to close, open the options menu at the top right and choose the merge option. Pick the ticket to merge into, click Next, check the merge comment and whether it is public or internal, then confirm. Merges cannot be undone, so check you have the right tickets first.
The ticket you are merging must not be solved or closed. Tickets shared with another Zendesk account cannot be merged until sharing is removed. On Enterprise plans your role also needs the merge permission. Your set-up may differ, so ask your admin if the option is missing.
The ticket may have been deleted, or it may sit in a group you are not allowed to see. Your ticket access may be limited to your own groups, and private groups need wider permission. If your role has changed to end user, you lose agent access. Ask your admin to check your role and group membership.
No. Applying a macro only fills in the ticket, such as the reply, fields and status. Nothing is saved or sent until you submit the ticket. You can edit the reply text before you submit. There is no undo button, so if you picked the wrong macro, change the fields back by hand before submitting.
Make your update, then click the arrow on the Submit as button and choose the status you need. To save without changing the status, click the main Submit as button. If your account uses custom statuses, pick one in the right category. Your set-up may differ.
You set Solved when the work is done. If the customer replies, a solved ticket reopens. Closed is set automatically by the system after a set time, and you cannot set it yourself. Closed tickets usually cannot be edited unless your admin has turned on that setting.
A closed ticket cannot be reopened. A reply from the customer creates a follow-up ticket linked to the original. You can also create one yourself: open the closed ticket, click Create follow-up, update the details and click Submit.
Click Public reply, then CC on the right of the comment header, and add the person by name or email. CCs receive ticket emails, and their address can be seen by the customer. Followers are internal staff who get updates without the customer seeing them. Whether CCs are available depends on how your admin has set up the account.
Use a side conversation, if your account has them. In the ticket, open the side conversations icon in the context panel, click the plus sign and choose the channel, such as email or Slack. Write your message and send it. Replies appear on the ticket, and you click Mark done when finished.
Your account probably uses Guided mode. You click Play to work through a view, and after you submit, the next ticket opens automatically. You cannot pick tickets from the list, though you can still find tickets through search or customer profiles. You can skip a ticket and may be asked for a reason.
If your agents and team leaders ask questions like these every week, Outcomer answers them on their own screen, using your own Zendesk set-up and procedures.
See which Zendesk tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.