100+ Free Zendesk Support Administrator Expert Practice Questions

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What is the recommended way to give an agent permission to create and edit triggers and automations without making them a full administrator?

Change their organization to the admin organization

Add them to every group in the account

Make them a light agent

Assign a custom agent role that grants 'Manage business rules' permissions

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Key Facts: Zendesk Support Administrator Expert Exam

$350

Exam Fee (USD)

Zendesk

Multiple-Choice Questions

Zendesk certification exam guide

~90 min

Exam Duration

Zendesk (approximate)

~80%

Approximate Passing Score

Zendesk (exact threshold not published)

3 months

Recommended Admin Experience

Zendesk

Externally proctored

Exam Delivery

Zendesk (online)

The Zendesk Support Administrator Expert certification is an externally proctored, 78-question multiple-choice exam taken online for a $350 USD fee in roughly 90 minutes, with a passing score near 80% (Zendesk does not publish the exact threshold). It validates configuring tickets and channels, business rules (triggers, automations, SLAs), groups and omnichannel/skills routing, users and custom roles, forms, fields, macros, views, Guide, and Explore basics. Zendesk recommends about three months of hands-on admin experience, and recertification is required as the platform evolves.

Sample Zendesk Support Administrator Expert Practice Questions

Try these sample questions to test your Zendesk Support Administrator Expert exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1An admin wants a rule that immediately emails a customer 'We've received your request' the moment a new ticket is created through any channel. Which Zendesk business rule type should be used?

A.A trigger, because triggers run on ticket create and update events

B.An automation, because automations fire on ticket creation

C.A view, because views display newly created tickets

D.An SLA policy, because SLAs measure first reply time

Explanation: Triggers are event-based business rules that run every time a ticket is created or updated and execute their actions when conditions are met. An auto-acknowledgement that must fire instantly on creation is a classic trigger use case.

2Which statement correctly describes how Zendesk automations execute compared to triggers?

A.Automations run only when an agent manually applies them to a ticket

B.Automations run every hour on all tickets that are not in Closed status

C.Automations run instantly on every ticket update, like triggers

D.Automations run continuously every minute on all tickets including closed ones

Explanation: Automations are time-based business rules that run approximately once every hour and act on all tickets that are not yet Closed. This is why automations are used for time-elapsed workflows such as pending reminders or auto-solving stale tickets.

3An admin needs a rule that sends a reminder email to the requester if a ticket has been in Pending status for more than 48 hours. Which configuration is correct?

A.A trigger with condition 'Hours since pending greater than 48'

B.A macro that agents apply after two days

C.An automation with a condition referencing hours since the status became Pending

D.An SLA policy with a Pending reply target

Explanation: Time-elapsed conditions such as 'Hours since pending is greater than 48' can only be evaluated by automations, which run hourly. The automation also needs a nullifying action (like adding a tag) so it does not fire repeatedly on the same ticket.

4In an SLA policy, an admin configures a First Reply Time target of 4 hours using business hours. The account's business hours are Mon-Fri 9:00-17:00. A ticket arrives Friday at 16:00. When is the First Reply Time target due?

A.Friday at 20:00 the same day

B.Saturday at 12:00

C.Monday at 09:00

D.Monday at 11:00

Explanation: Business-hour SLA targets only count time during the defined schedule and pause outside business hours. One hour elapses Friday (16:00-17:00), then the clock pauses over the weekend and resumes Monday at 09:00, leaving 3 hours, which expire at Monday 11:00.

5What is the role of a macro in Zendesk Support?

A.A prepared set of actions an agent manually applies to a ticket

B.A scheduled rule that runs hourly on open tickets

C.A saved filter that lists tickets matching conditions

D.A rule that fires automatically when a ticket is updated

Explanation: A macro is a prepared response or set of actions that an agent applies manually to a ticket, for example to insert a standard reply and set status and tags. Macros save agents time on repetitive requests but never run automatically.

6An admin wants a macro that only agents in the 'Billing' group can use. Which macro type accomplishes this?

A.A personal macro created by each billing agent

B.A shared macro restricted to the Billing group

C.A trigger scoped to the Billing group

D.A view shared only with the Billing group

Explanation: Admins can create shared macros and restrict their availability to a specific group, so only agents in that group see and apply them. This keeps team-specific responses organized without exposing them to all agents.

7Which Zendesk feature should an admin use to give agents a saved, filtered list of all 'Open' tickets in the 'Tier 2' group sorted by priority?

A.A macro

B.An automation

C.A shared view with the appropriate conditions

D.An SLA policy

Explanation: Views organize tickets into lists based on conditions such as status, group, and priority, and can be sorted and shared with agents. A shared view restricted to Tier 2 is the correct tool for presenting this work queue.

8What are the standard ticket statuses in the Zendesk ticket lifecycle, in addition to Closed?

A.Submitted, Triaged, Active, Completed, Filed

B.Received, Working, Waiting, Resolved, Archived

C.Created, Assigned, Escalated, Done, Locked

D.New, Open, Pending, On-hold, Solved

Explanation: The standard Zendesk ticket statuses are New, Open, Pending, On-hold, and Solved, plus the system-controlled Closed status. On-hold is admin-enabled and indicates waiting on a third party, while Pending indicates waiting on the requester.

9A custom ticket status named 'Waiting for QA' must roll up into reporting and lifecycle behavior as if it were On-hold. How are custom statuses configured to achieve this?

A.By creating a custom status under a parent status category such as On-hold

B.By adding a tag named on_hold to every ticket

C.By editing the system status list to rename Solved

D.By building an automation that converts the status nightly

Explanation: Custom ticket statuses are created within one of the standard status categories (New, Open, Pending, On-hold, Solved). A 'Waiting for QA' status placed under the On-hold category inherits that category's lifecycle behavior while giving agents and reports a more descriptive label.

10Which channel allows end users to start a persistent, asynchronous conversation that continues across web, mobile, and social, and is configured through the Zendesk Agent Workspace?

A.Live Chat widget only

B.Messaging

C.Email support address

D.Web form

Explanation: Messaging provides persistent, asynchronous conversations that span web, mobile SDK, and social channels and are handled in the Agent Workspace. Unlike legacy live chat, messaging conversation history is retained so customers can resume later.

About the Zendesk Support Administrator Expert Exam

The Zendesk Support Administrator Expert certification validates that an administrator can configure and manage a Zendesk Support account end to end. It covers the ticket lifecycle across email, web form, chat, Talk, and messaging; business rules including triggers, automations, and SLA policies; routing with groups, capacity rules, and skills-based and omnichannel routing; users, organizations, and custom agent roles; ticket forms, fields, macros, and views; the Guide knowledge base and apps/integrations; and reporting basics in Explore. The exam is multiple-choice and scenario-based, emphasizing real configuration decisions rather than definitions. Zendesk recommends at least three months of hands-on admin experience before sitting the exam.

Questions

78 scored questions

Time Limit

Approximately 90 minutes

Passing Score

Approximately 80% (exact threshold not published by Zendesk)

Exam Fee

$350 (Zendesk)

Zendesk Support Administrator Expert Exam Content Outline

16%

Tickets, channels, and ticket lifecycle

Configure and manage tickets across email, web form, chat, Talk, and messaging; set up support addresses with SPF/DKIM; and apply the New, Open, Pending, On-hold, Solved, and Closed lifecycle, including custom statuses, side conversations, the Agent Workspace, and reopening behavior.

20%

Business rules: triggers, automations, and SLAs

Distinguish event-based triggers from hourly time-based automations, order rules so dependent rules fire in sequence, design nullifying conditions, and define SLA policies with First Reply, Next Reply, and Resolution targets using business or calendar hours and schedules.

14%

Routing, groups, and omnichannel/skills-based routing

Assign work using groups, capacity rules per agent, custom queues, and unified agent status; enable omnichannel routing for email, messaging, and Talk; and configure skills and skills-based routing to match tickets to qualified agents.

14%

Users, organizations, roles, and permissions

Manage end users, organizations, domain mapping, shared tickets, and default tags; and configure custom agent roles, light agents, ticket-access scopes, and team-member management permissions on Enterprise plans.

18%

Ticket forms, fields, macros, and views

Build custom and conditional ticket fields, multiple ticket forms with field permissions, shared/restricted/personal macros that stage actions on submit, and shared/restricted/personal views with status-ordered and time-based conditions.

12%

Help Center / Guide, Support apps, and integrations

Administer the Guide knowledge base with user segments, management permissions, themes, and Team Publishing; install and restrict marketplace and private apps; and integrate via webhooks and Slack/Teams.

Reporting basics (Explore)

Understand Explore datasets such as Support and Talk, the difference between metrics and attributes, prebuilt versus custom reports and dashboards, and reporting on SLAs and custom statuses.

How to Pass the Zendesk Support Administrator Expert Exam

What You Need to Know

Passing score: Approximately 80% (exact threshold not published by Zendesk)
Exam length: 78 questions
Time limit: Approximately 90 minutes
Exam fee: $350

Keys to Passing

Complete 500+ practice questions
Score 80%+ consistently before scheduling
Focus on highest-weighted sections
Use our AI tutor for tough concepts

Zendesk Support Administrator Expert Study Tips from Top Performers

1Master triggers versus automations: triggers are event-based and instant, automations run hourly on non-closed tickets and need a nullifying tag so they fire only once per ticket.

2Practice SLA policies hands-on, including First Reply, Next Reply, and Resolution targets, and trace how business-hour targets pause overnight and over weekends while the badge shows calendar time.

3Know omnichannel routing cold: unified agent status, capacity rules assigned to individual agents (default 3 email / 5 messaging / 1 Talk), custom queues, and how messaging and Talk reassign faster than email.

4Understand the role model: custom agent roles and ticket-access scopes on Enterprise, what light agents can and cannot do, and how organizations, domain mapping, and shared tickets work.

5Drill forms, fields, macros, and views: conditional fields (only Priority and Type among system fields), which field types generate tags, restricted vs. personal macros, and status-ordered view conditions like 'Status less than Solved'.

6Review Guide and Explore basics: user segments vs. management permissions for articles, Team Publishing, and Explore datasets with metrics versus attributes for SLA and custom-status reporting.

Frequently Asked Questions

What are the exam facts for the Zendesk Support Administrator Expert certification?

It is an externally proctored online exam of 78 multiple-choice questions, about 90 minutes long, with a $350 USD fee and a passing score near 80% (Zendesk does not publish the exact threshold). Zendesk recommends at least three months of hands-on admin experience.

What is the difference between a trigger and an automation in Zendesk?

A trigger is event-based and fires immediately when a ticket is created or updated, while an automation is time-based and runs hourly on all tickets that are not Closed. Automations need a nullifying condition, such as a tag, to avoid re-firing on the same ticket.

How do SLA policies handle business hours versus calendar hours?

An SLA target can use either business hours or calendar hours but not both. Business-hour targets pause outside the schedule and resume during working hours, while calendar hours count continuously; the SLA badge always displays the countdown in calendar time.

What does omnichannel routing use to balance agent workload?

Omnichannel routing uses unified agent status and capacity rules assigned to individual agents to control concurrent work per channel. The default rule allows 3 email, 5 messaging, and 1 Talk interaction, and custom queues and skills further refine assignment.

What can a light agent do in Zendesk Support?

A light agent can view tickets in their groups and add private internal comments to share expertise, but cannot be assigned as the primary agent or post public replies. Light agents do not consume a full agent license.

How much experience does Zendesk recommend before taking the exam?

Zendesk recommends at least three months of hands-on experience administering a Zendesk Support account, since the exam is scenario-based and tests real configuration decisions across triggers, automations, SLAs, routing, roles, forms, and Guide.