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DES Zendesk Agent Guide

 

Getting started in Zendesk

  1. Navigate to Zendesk URL: https://itsupport4u.zendesk.com/agent

  2. Click on the Profile icon (upper right-hand corner of log in page)

  3. Select View Profile
  4. Update your Alias and Signature

  5. You also have the option to change your Profile picture.

 

How to start your day

  1. Click into the Views tab on the left-hand panel (second icon from the top)

  2. Navigate to the Unassigned tickets in my groups or My Open ticket's view

    1. “My Open” tickets mean you are the responsible agent for taking the next action

    2. “Unassigned” means no Agent has been assigned to work the ticket

  3. Open the first available ticket and begin to review the ticket details


 

How to Respond to a ticket

  1. Open the ticket you intend to respond to and click the option to “Take It”

  2. Enter the required fields (indicated by the *)

  3. Enter the resolution, or note to the End User, in the white Public Reply text box.
    1. Agents can also search content in the Knowledge Capture app in order to link Requester to article for self-help material.
    2. Template responses can be saved under “Macros”

  4. Submit ticket in applicable status (status definitions can be found in glossary)
    1. End user will receive ALL comments provided in Public reply via email.

 

How to Re-Assign a Ticket to another Zendesk User

  1. Update the Assignee field to the applicable group or individual.
    1. As a best practice - unless you are certain an individual is taking the ticket, update the Assignee to a Group.

  2. Enter any Internal note, as required.
    1. Internal notes are indicated by the yellow text field.
      Note: If you’d like to send a note to a specific person, you can leverage the @[Zendesk user] and they will be added as a cc. Once the comment is Submitted, they will receive email notification their attention is required.

  3. Click Submit as Open
    Please note: if you’d like to keep working on this ticket/screen, you can update the drop down to Stay on Ticket.

 

How to Create a New ticket

  1. Open a new ticket from the + sign on top of your Zendesk screen

  2. Begin typing a Requester. If the requester does not exist in Zendesk, create a new one by clicking on the “Add User” button
       • In order to Add a new end user: Enter name, email and click save*

  3. Click the option to “Take It” in the Assignee field

  4. Enter the required fields (indicated by *)
       • Note: Required fields only need to be populated when solving a ticket

  5. Enter a Subject relevant to the ticket

  6. Click into the Description field and enter a Public Reply
       • Note: All Public reply (white box) comments will be sent to the Requester

  7. Proceed to Submit as applicable
       • Note: If you are Submitting as Solved, please enter an On Hold Reason

 

How to link a Problem and an Incident

*Note: A Problem ticket is created when a series of Incidents are received. Linking Incident tickets to a main Problem ticket allows you to update the status, and resolution, for all Incidents as you update the Problem ticket.

  1. Follow steps above to create a New Ticket. Set the Type field to Problem
       • Requester and Assignee can be set as you

  2. Enter the details of the Problem in the Internal Notes field

  3. Submit as Open.
  4. Navigate to each of the Incident tickets (or as they come in)

  5. Set the Linked problem to the correct Problem ticket

  6. Submit as Open.
  7. Once resolved, update the Public Reply of the Problem ticket

  8. Submit as Solved.

  9. Confirm this should solve all Incident tickets

 

How to Consult someone outside of Zendesk

*Note: A Linked ticket (per below) should be created when you want to consult someone outside of Zendesk, without the Requester being notified. This should be used when you will maintain ownership of the ticket.

  1. Open the ticket you intend to respond to and click the option to “Take It” to indicate you are working on the request.

  2. Enter the applicable Ticket Fields.

  3. If an outside consult is required-click on the Create a ticket in the LinkedTicket app.
  4. Populate ticket fields
       • Note: Requester should be the person/group you want to consult with
       • Note: Assignee should be you

  5. Click on option to Create Ticket.
  6. In the original ticket, enter any Internal note, as needed.
       • Internal notes are indicated by the yellow text field

  7. Enter a Public reply to let the customer know you are working on the issue.

  8. Submit as On Hold.

  9. In the apps pane, click into the link of the childticket.
  10. Once in the child ticket, Submit as Pending as you are waiting on the Requester for additional information.

 

How to Create New views

  1. Click into the Views button in your toolbar (second icon down on left).

  2. Click onto the More option.
  3. Once in the views screen, click on add view.

  4. Create a Title for your view.

  5. Enter the conditions for the view to display.
    1. Selections included in the “All” category mean all of the conditions must match in order to be displayed.
    2. Selections included in the “Any” category mean any of the conditions listed must match to be displayed.

  6. Drag and drop columns you’d like displayed in your view.

  7. Click on the option to Create View.

 

How to Create new Macros (template responses)

  1. Click into the Admin button.

  2. Select Macros (under section Manage).

  3. Click the option to addmacro.
  4. Enter the Macro Title.

  5. Select the actions
    1. To create a Public Note (templated response for Requester), select the option to Comment Mode = Public and Comment/Text = Enter the applicable text.

  6. Click Create Macro.

 

How to Merge Tickets

  1. Select the ticket you would like to merge.

  2. Click on Edit Tickets drop down.

  3. Select option to Merge tickets into another ticket.
  4. Enter the ticket ID you would like to merge into (or pick from the list of recent tickets).

  5. Click Merge.
  6. Uncheck the boxes for Requester can see this comment.

  7. Review details and Confirm and Merge.

 

Zendesk Glossary

  • Administrators: Administrators are the managers of Zendesk. They can also solve tickets, but are able to define and share views, triggers and manage users.
  • Agents: You! Agents respond to customers and solve tickets.
  • Assignee: Assignee is the Agent and Group assigned to a ticket.
  • End users: End users submit tickets. They have questions or issues.
  • Groups: Groups are used to create collections of agents.
  • Internal Note: indicated by the yellow description field. This comment will only be seen by INTERNAL employees.
  • Macro: A macro is a prepared response or action that agents can use to quickly respond to support requests that can be answered with a standard response or to modify a ticket. Macros contain actions, which can be updates to ticket properties. Agents manually apply macros when they are creating or updating tickets.
  • Public Note: indicated by the white description field. This comment will be seen by the end user (customer).
  • Requester: Requester refers to the person who made the support request. Requester is used in macros, views, automations, triggers, and reports to refer to the person who generated the support request.
  • Status: Each ticket is assigned a status. There are five values for status: New, Open, Pending,
    On-hold, Solved, Closed.
  • Views: Views define a collection of tickets based on a set of criteria (expressed as conditions). Views can be formatted to be displayed as lists or tables and you can specify who can access them.

 

Ticket Lifecycle and Status Legend

New means that the request was received but that it has not been opened and has probably not been assigned to an agent. The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it.
Open means that the request has been assigned to an agent who is working to resolve it.
Pending means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.
On-hold means that the support request is awaiting a resolution from another
group. If a ticket is submitted in On Hold status, an On Hold Reason should be
selected.
Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (you can control when your tickets are closed by modifying the automation that is used to close tickets). Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved.
Closed means that the ticket is complete and can't be reopened. Requesters, however, can create follow-up requests for closed requests.

 

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