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Product training 1 - Zendesk Support

Diego Ayón
Updated

Zendesk Instances,  is a unique Zendesk environment or account, a self-contained space where customer support data, configurations, and integrations are managed. As a CSM we will work with different instances and it is important to identify them. 

  • Z2 instances, This is our company instance of Zendesk and it is where our support team mainly works out of. There will be tickets you can interact with here.
    • To access we can go to Okta (VPN must be on) and look for Z2. it is easy to identify it because of the green menu bar.
  • Z3N accounts, internal Zendesk test accounts. It is a great tool to learn about the products and test out workflows.
  • Customer Accounts, Zendesk accounts our customers are using. You might need to assume into a customer’s account on occasion with their permission. (We do not have direct access)

Other test environments there are some test accounts you will have access to that are not your personal one. These are varied in form and function but here are some examples below: 

  • Skynet Accounts - Test accounts set up with a specific plan level or feature for testing.
  • Demo Accounts - These are usually set up to show off a specific feature of Zendesk. 

 

Zendesk Support Agent Interface

  • The sidebar icons navigate you to major feature areas. A sidebar may include additional icons for apps installed by an Admin.
  • Your Views are a way to organize your tickets by grouping them into lists based on conditions.
    • Views help agents stay organized by sorting tickets based on set conditions (like status, priority, or assignee). They show agents what needs attention and help teams plan their work. Admins can create shared views for everyone, and agents can create their own personal views.
  • The Product Tray allows you to easily switch from one Zendesk product to another.
  • Organizations are how we group our users

Looking at a ticket

  • The Requester is usually the person submitting the ticket, the Assignee is the agent working on that ticket.
  • Ticket Fields are used to gather specific information and attach it to the ticket. There are standard fields but you can also create custom fields.
  • A Macro is a prepared response or action that an agent can manually apply when they are creating or updating tickets. Macros can simply and effectively streamline your workflow.
  • The Status button allows you to submit ticket updates and select the status applied. Different status listed below:  
    • Orange: New ticket, no action has been taken. After a change is made, the status is changed to Open (Cannot get back to new)
    • Red: open ticket, ticket has been assigned to an agent and waiting for execution
    • blue: Pending, agent is waiting on more information from the requester. when requestor sends information, the status goes back to red
    • dark grey: on hold, agent is waiting for info or action from someone other than the requestor. This is an internal status, the requestor sees this as open.
    • light grey: Solved and/or closed ticket
  • The Apps button allows you to access and use your installed apps.
  • When agents click the Play button, the system automatically opens the first ticket in the view. After addressing the ticket, the agent clicks Submit to update it and automatically move to the next ticket.
  • The Ticket Number is the specific ID attached to that ticket

 

Macros

A macro is a prepared response or action that an agent can manually apply when they are creating or updating tickets. Macros contain actions that can update ticket properties. They only contain actions, not conditions. 

Personal macros are created by an agent or administrator for their own use while shared macros are created by an administrator for multiple users. Macros save agents the time and effort of manually responding to multiple customers with the same issue.

 

Zendesk Channels

Channels are the ways that you engage with your customers. It is how they create support requests and how you communicate with them. Regardless of channel, all requests become tickets that agents manage in Zendesk Support.

  • Email, Voice, API, Help center, Live chat, Chanel Integrations, Web and mobile messaging, Web widget, External telephone system, Social media, Mobile SDK, Closed ticket

 

Support Address

  • The Default Support Address is used for notifications when a ticket is created manually, when a ticket is sent directly to your default support address, or when a ticket is created through a channel other than email.
  • You can add new Support Addresses to create new email channels for your team.
  • The main Support Address pain point when adding a custom support address is forgetting to set up the forwarding rule first.  

 

 

 

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