ZENDESK ADMIN TEAM INTRODUCTION - updated 06/07/2016

ZENDESK ADMIN TEAM INTRODUCTION - updated 06/07/2016

ZENDESK ADMIN TEAM  INTRODUCTION

Why zendesk ? 
keeps the messages actions in one central sport 
we dont get mixed up as tasks are passed between team members 



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TICKET STATUS SUMMERY GUIDE- ( See separate article for full guide)
OPEN and assigned to yourself -we are working on this now 
ON HOLD- We are awating reply from someone within JJ org
PENDING -we are awaiting answer from someone outside JJ org
CLOSED -the task is complete 
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CHANGING THE SUBJECT LINE OF THE TICKET 
Simply click on the subject line to change its name ,this is useful so all required information is shown in summery 
TIP: If you are dealing with a particular customer this should be in the subject line 
if you are dealing with a particular invoice or work order this should be in the subject line 

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ADDING COMMENTS TO TICKETS 

Once a ticket has been created and is assigned to an agent, it's the agent's job to resolve the support request. To do that, you may need to gather more information from the requester. To communicate with the requester, you add public comments to the ticket. Public comments can be read by anyone who has access to the ticket.

Each time you add a public comment, the requester is notified via an email message. If the requester responds back to the email notification, their response is added as a public comment to the ticket. All of your communication is captured in the ticket. Public comments can be read by anyone who has access to the ticket, such as other agents in your help desk. 

You can also add private comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC'd on the ticket

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CHANGING A PUBLIC COMMENT TO PRIVATE 

After you have submitted a ticket, you can change a public comment to private.

Agents can change only their own comments from public to private. Admins can change any public comment to private. You cannot however change the first comment in a ticket. This is the ticket description, and it is always public.

To make a public comment private
  1. Open the ticket that contains the comment you want to change.
  2. Click Show all events in the comments section.
    Zendesk Classic: Click the All events and notifications link in the comments section.


    The ticket's events and notifications are displayed.

  3. Under the comment you want to change, click Make this comment private.
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If you require more information from the requester 

Many support issues require that you gather more information from the requester so that you have enough information to resolve the issue. You add public comments to the ticket, which are sent to the requester as email notifications. When you're waiting for a requester to provide you with more information, you set the ticket Status to Pending. Doing this indicates that the ticket, from your agent perspective, is on hold

To set a ticket to Pending, just open it and change the status and then update the ticket.

When the requester responds and a new comment is added, the ticket status is automatically reset to Open. A ticket can be changed from Open to Pending and vice versa many times during the course of resolving the support issue.

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CLOSING A TICKET -MARKING IT AS SOLVED 

Only close a ticket if the required action is complete ( in terms of the person whom first created the ticket ) 

Before you close a ticket make sure to add notes to outline the steps taken in solving this ticket ,( unless that are regular steps ) 
the concept being that another team member can follow what you have done if they need to look after this issue again in the future 

Once you've resolved a requester's support issue, you change the ticket status to Solved. This should mean that you're done with the ticket and that the requester is satisfied with the resolution you provided. However, a requester can reopen the ticket after it has been set to Solved just by responding back and adding a new comment. For example, perhaps the requester disagrees that their support issue was resolved or that something new occurred that invalidates the fix

i.e 
matthew needed to get a freight quote 
matthew asked glen to get a freight quote  ( he assigned ticket to glen ) 
and glen had got the required quote ,glen wouldn't close the ticket ,he would assign ticket back to matthew as open 
matthew would inform customer and if no further action was required matthew would close the ticket 

note if the customer contacts us again as regards this then the ticket will automatically re open and be assigned to matthew as open