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Requests appear in your email inbox and as tickets in your views. Leave replies for users via email or online - either way, all communication is recorded right here in your zendesk and both you and your users are notified of all ticket updates. Users can login and reply or simply reply via email.
More to explore:
If you want the help desk and the support e-mail address in your own domain, you can configure that too.
By default your help desk is almost completely open. Anybody can submit tickets and view your community forums.
Notifications are sent per default to agents and ticket requesters upon ticket updates via triggers.
You can also reconfigure your automations. Automations are business rules that work on an hourly basis.
Create and modify ticket views. Review and reconfigure the default SLA service targets. Set ticket priorities, ticket form appearance and more by configuring ticket form fields. Organize your users in organizations and agents in groups. And there’s lots of reports to help you gauge the performance of your help desk service. Finally, there is a plethora of API options for the tech savvy.