ZENDESK RESPONDING TO INQURIES GUIDE
VIDEO INSTRUCTION
Remember when responding to the messages if you dont select the internal note option then message will be seen by buyer (which is usually not ideal )
INTERNAL NOTE - Message will receive ONLY by JJ staff that has Zendesk account who are added in the ticket
PUBLIC REPLY - Message will receive by customer, JJ staff with or without Zendesk account as long as their email address are in the ticket.
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SUBMIT AS
OPEN - You are sending the ticket with message and still need to action something
PENDING - You are waiting for some thing but need a reminder ticket in case no reply received.
ON HOLD - You need to action the ticket in later date.
SOLVED - Already done and no need to action
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FAQ
Can i just respond to the email rather than logging into zendesk ?
If you just respond to the email remember this will be public comment that customer may see which might not be ideal and acceptable