A minor point but one that can cause a little confusion.
Drawing smiley faces in tickets (Via Email) using the normal syntax (e.g. :) , :( , :'( , :D e.t.c.) Do not display as intended when viewed by the intended recipient. Instead, as show in the image below, they appear as the letter 'J'
To avoid the mix-up Zendesk has a few inbuilt emoticons that can be used in place of the generic syntax that can be generated using the ':' key (e.g. :Smile: or :Smiley:) Shown below:
Hope this clears up any confusion from messages signed off with 'J'