Help Desk Software Resources

Helpdesk agent will be able to assign the incident ticket to field support engineer, which he/she can update the cases directly (light agent cannot). Field Engineer require much less function than helpdesk agent, investment will be too high with a normal agent subscription.

If we already have content on a FAQ page on our website, but in a different language, what would be the best way to integrate that into Zendesk Guide (help center)? Is there any really effective alternative to translating and adding each article, one by one?

Sometimes we are out of the office and we need an automated system to answer on our behalf, we need the auto-answer option for such cases.