If you are here, it means that you are looking for a Zendesk support ticket. Well, you’re in the right place as today we will be covering the basics, the not-so-basics, and everything in between. The reason why we do this is that there aren’t a lot of articles that cover the Zendesk support ticket in detail. So, grab a piece of paper, a pen, and start putting down that info.
What is a Ticket
Now before we jump into the guide itself, it’s best that we define what a ticket is, or in our case, what a Zendesk ticket is. Keep in mind that this will be a simplified explanation and it covers only the basics. We’ll discuss what you have to do and can do with a ticket in other sections. Just keep reading!
So, to put it bluntly, every time your customer asks for help, or tries to report an issue, or simply wants something from you, he opens up a request that is then converted for your agents into a ticket. It is your primary way of communicating with your existing customers and it is your number one system of providing support.
Where To Expect Incoming Tickets
Now that you know what a Zendesk ticket is, it’s time you learn where you can expect them from. And expect you can, the system is capable of gathering tickets from all over the place. Whether it’s social media or from API channels, you are not limited in this regard. But straight out of the box, the most expected places are the following:
- Social media platforms (Twitter, Facebook, Instagram, etc.)
- Emails you’ve hooked up
- Your Knowledge Base
- Live Chat
Different Ticket Statuses
This is section might seem like the most boring one but trust me, you need to know this information. So, long story short, Zendesk tickets have five different states. These include “New”, “Open”, “Pending”, “On Hold” and, “Solved”. Let’s breakdown each separately for better understanding.
New — As the name implies, the ticket is new and has not been opened by anyone. It will remain new until it is assigned to an agent. Keep in mind that the ticket cannot go back to a “New” status after it was assigned a new state. “New” can also mean that the ticket is being evaluated.
Open — When a ticket is Open, it means that it has an owner (an agent) that is working on it. And as we mentioned above, an “Open” ticket cannot be assigned the “New” status.
Pending — Typically, when a ticket has the “Pending” status, it means that the agent has additional questions to the person asking. This status will remain until the requester provides additional information necessary to solve the issue.
On Hold — This status is not present by default and has to be added manually. This status indicates that the support request is being investigated by a third-party member, someone who is not working directly for you but rather with you.
Solved — This status means that the issue was solved by the agent. Typically, once the ticket is solved after a couple of days it will be moved to the Closed status by a macro. Before it moves to the Closed status, the ticket can be reopened.
Closed — This status means the issue was solved completely. Once a ticket has this status assigned, it can no longer be re-opened. Keep in mind that requesters can still create follow-ups in closed tickets.
Submitting ticket statuses. Source: Zendesk
And that’s about it. Zendesk also offers its users custom statuses and other types of ticket behaviors as well. But the above-mentioned ones are the most common ones you can encounter.
What You Can Do With Tickets
In this section, we will cover everything you can do with the tickets. Now we won’t be covering custom functionality as it is out of the scope of this guide but we will cover most of the stock options. So, one cool thing you can do is you can merge tickets. This will prove to be useful if you receive identical or similar requests from the same customer. Instead of working on two tickets, you can merge them and solve all issues at once.
Merging two Zendesk tickets. Source: Zendesk
Private notes are another useful feature. You can help your agents by leaving personal messages about the issue or about the customers only they can see.
Adding an Internal(Private) note in Zendesk tickets. Source: Zendesk
Then there’s the macro functionality that you can assign to tickets. Why move tickets manually to the Close status when a macro can do it for you.
Adding a macro in Zendesk Ticketing. Source: Zendesk
You can also add custom Zendesk ticket fields in case you need more information to store on the ticket. Last but not least, you can export and import tickets to a new system.
This is far from all the system has to offer and there are more things you can do with your tickets but these are the basics.
This section can be endless and covering all would be impossible so we will touch only on the most helpful stuff. So, first thing first, right in your ticket, you can view the customer context. What this context actually does is that it allows you to view all the vital information you might need.
Viewing customer info in Zendesk. Source: Zendesk
This includes the time zone, language spoken, product/service bought, and contact information. But wait, there’s more, you can see what are their last 10 interactions such as what articles they’ve seen, what tickets they’ve submitted, etc.
Another cool thing Zendesk tickets allow you to see is what apps your customers are using and what are their issues. This will help you assess the troubles much faster and with greater accuracy, something all agents dream of.
Have Any Questions?
And this concludes our mini-guide to Zendesk tickets. If you have any questions regarding functionality or maybe you want to send us a pro tip, be sure to leave us a message but for now, see you next time!
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