3. Tickets: From Alpha to Omega
(Greek for A to Z)
The Creation
How to +add a new ticket in Zendesk
Ticket Anatomy
The Ticket Life Cycle
New
Open
Pending
Solved
Closed
Solving Tickets
4. The Creation
…How to +add a new ticket
From any Zendesk View, select the cute little add button:
5. The Creation
…Ticket Anatomy
The Requester= Simplifile Customer
Search by name or contact information on file.
If they are not saved in Zendesk, create new user by selecting +Add user
The Assignee= Simplifile Employee
You can assign it to someone at Simplifile or “take it” for yourself.
CC’s
Add a name or contact information for someone you want copied on the
opportunity.
https://simplifile.zendesk.com/agent/tickets/5188
6. The Creation
…Ticket Anatomy Continued
Priority
The ticket priority helps you to convey the level of urgency for each ticket. How
you weight the priority of your tickets is up to you. For example, you might assign
a ticket to URGENT based on the customer who submitted the request or based on
how many hours have passed since the ticket was created.
Tags
Ticket Type
What was the point of contact with our Customer?
Email
Phone Call (inbound)
Phone Call (outbound)
7. The Creation
…Ticket Anatomy Continued
Subject
Treat this as you would an email subject, the more specific detail, the easier to
find when you need to search for it.
Example: Submitter Organization/Recipient – Recipient/Submitter: Opportunity
Description
Soon this documentation will be supplied to our Customers (Requesters). We want
to keep it simple, but professional and easy to understand for them when they
receive responses from us. The best approach for this may be to document as if
you are composing an email to the Customer today. This might seem like it will
take longer to do, but will ultimately provide the personalized customer service we
are striving to bring. See example:
https://simplifile.zendesk.com/agent/tickets/5808
8. The Ticket Life Cycle
When a support ticket first arrives in your Zendesk it becomes a ticket and is
automatically set to NEW.
When the agent is assigned to the ticket, the agent will set it to OPEN.
If the agent has a follow up question for the customer, the agent will set the ticket
to PENDING, which means that the agent is waiting for more information from the
customer.
When the agent resolves the opportunity, they will set the ticket to SOLVED.
After a certain number of days, the ticket is automatically CLOSED and
archived for later reference.
9. Solving Tickets in Zendesk
Solving a ticket typically involves any or all of the following tasks:
Telling the customer that you received their support request
When a ticket is created, an email is sent to the customer acknowledging that the
ticket was received.
Troubleshooting a problem with the customer
Troubleshooting a problem with another agent
Reviewing the history of a ticket
Solving a ticket
Solving recurring problems
Using Macros
10. Magical Macros…
Some support opportunities that affect more than one customer aren’t the result
of something working incorrectly. Sometimes you just have opportunities or
recurring questions that you need a standard reply for. For example, many
customers are asking about a county we don’t have enabled yet, or how to
update to the latest version of JAVA or they need to reset their password. To
handle these types of recurring requests, you use macros.
What is a macro?
Pre-defined responses that you can easily apply to any ticket. An example of where
a macro is useful is replying to customers’ requests to rest a password. Rather than
having to respond to each of these inquiries by creating separate responses, you
create one response that you can use.
12. Magical Macros…
…Creation Time!
Click the Admin icon in the sidebar, then select Macros.
Select the Shared tab.
Click Add macro.
Enter a Title (for example, Need more information).
Macros contain actions that update the ticket and can generate notifications
to the customer. Click the action drop-down list and select Ticket: Status,
then select Pending.
Next, add the email notification message by adding a new action (click the plus
sign) and then select Ticket: Comment/description. A text box will appear. Add
the message you want to send to the customer.
Specify who can use the macro on your team.
Click Create Macro.
13. The Omega…
Now that you are a Zendesk Guru… (that’s Sanskrit for “teacher” or “master”),
lets see how a fully operational Zendesk, coming soon to Simplifile, could make
us the leaders in customer service by watching an example of it being used in
another organization….
