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Zendesk Help Center for Clients and Partners

  • Updated

The preferred way to create a ticket is to submit one through the Zendesk support portal. The ticketing system will send an automatic response to confirm the creation of the ticket and its identifier. 

 

ACCESSING ZENDESK 

  • Log into Zendesk here
    • To gain access to Zendesk, please request it by clicking on the Sign in option. 
  • Configure your Zendesk password
    • Click on the URL sent to your email address in order to set up a password and submit a ticket

Home/Overview Page: 

 

  1. Submit a request: This creates a new ticket within Zendesk (ZD) and is assigned to the Support Ops team for investigation. 

  2. Check your existing requests: This is for checking your current and past requests

 

SUBMITTING TICKETS IN ZENDESK

  • Once logged into your Zendesk account, click on Submit a request to create a ticket automatically assigned to the Support Ops team. 

 

 

  • You can select out of the four following options when submitting a ticket:

    1. Critical / SEV: Ticket for any critical issue that needs immediate resolution. For problems that affect a significant number of end users and for which no workaround exists such as widespread infrastructure outage, inability to process subscriptions payments, inability to rent bikes, severe performance degradation for end users or agents.
    2. Feature request: For feature requests or product feedback. This is used when a new/nonexistent feature wants to be added. 
    3. Hardware issue: To report any problem that you are facing with the hardware.
    4. Software issue: To report any problem that you are facing with the software.
  • When logged into your profile, it is possible to view past requests by selecting Check your existing request on the home page. You may also do so, by going to the drop-down menu and selecting My activities.

    • My requests: Tickets submitted by the current user. 
    • Requests I’m CC’d on: Tickets other users have tagged you in.
    • Organization requests: Tickets submitted by all users in your organization to the Support Ops team.

 

  • To reply to a ticket, select the ticket and add to the conversation. Replying to a Solved ticket will re-open it.

 

STATUSES AND WORKFLOWS IN ZENDESK

This section includes the status descriptions and workflow in Zendesk. 

 

Tickets could have the following statuses in Zendesk:

  • Open: The ticket is new or being investigated. The ticket is in the hands of the Support Ops team.
  • Pending: More information is needed by Support to continue working on the ticket. The ticket is in the hands of the requester and the requester will be notified that Support Ops is waiting for more information, after 3 days with no replies.
          Note: The ticket auto-closes if there is no reply from the requester after 5 days.
  • On-hold: The ticket is being investigated by an internal team and is in the hands of the Support Ops team.

  • Solved: The issue has been resolved.
  • Closed: The ticket will automatically pass to closed status after 4 days.
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