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Zendesk Essentials Agent View
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• Get on the same page with key terms and concepts
What you’ll do • Get on the same page with key terms and concepts • Navigate the agent interface • Create a ticket and understand ticket features
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View the Big Picture User Log in page and that each of the users should have logged in by now per an sent There is no single sign-on This should be saved as a favorite If a user has not yet logged in, use the forgot my password link
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Define Users Roles
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Agents create tickets for customers’ requests.
User Roles and Permissions End-users call in with requests. They have questions/issues that need to be addressed, and agents respond. *End-user = customer Agents create tickets for customers’ requests. Administrators are the managers of your Zendesk. They have the same capabilities as agents. They can also define shared views, manage users, etc. User Roles: End-user: PS&S, NCNU Do NOT have access to Zendesk, nor do they know that Zendesk is the tool used to track their requests. Agent: BST,CF,CPU Has access to Zendesk create, edit and view tickets Admin: Whitney, Ish and Gary Have the same options as agents as well as the ability to preform edits to the system and report If there are any change suggestions, please go through Steve (or the person Steve appoints) and he (or the appoint individual) can Whitney *Another Role in Zendesk are Light Agents, these would be the BPO Analysts. They have read-only access and the ability to add comments to tickets. They do not have the ability to edit tickets
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Review Ticket Statuses
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Ticket Status There 6 statuses within Zendesk
New, open, on-hold, pending, solved, closed We will only be using 4; new, open, solved, and closed New: When you create a new ticket the status will appear as new until the ticket is submitted as open or solved. Open: When the ticket is submitted, but awaiting information to solve Solved: Once you have completed or resolved the status. This has to be manually selected. Closed: Once a ticket has been in solved status for 28 days zendesk will automatically change the status to closed. This means that the ticket is no longer editable. We will not be using on-hold or pending If the other 2 statuses are used, we can have inaccurate reporting for SLAs. We don’t want reports showing that SLAs aren’t being met when there are circumstances where additional assistance is needed . If the agent is waiting on assistance to solve a ticket, the status used in these circumstances will be open If the is assistance needed that is long term such as assistance from IT, you will add the IT ticket number (which will be reviewed later) and the ticket will be put into a solved status.
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Ticket lifecycle Open Automatic statuses vs. manually selected statuses: New and closed are automatic Open and solved must be manually selected
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Navigate the Agent Interface
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Navigate the Agent Interface
Agent Options Navigation Bar Navigate the bar House icon: home page Note page icon: Views Person icon: User list Magnifying glass icon: search page Field icon: conditional fields Life saver icon: Help center Bar graph icon: Reports Cog icon: admin page Home Page left hand side displays updates to your tickets top of the screen on the right hand side Open tickets: will display how many open tickets are assigned to you and your group Ticket Statistics: good and bad are based upon a satisfaction survey we will not be utilizing at this time, however are looking at ways to introduce this in a future release. Solved displays how many tickets you have solve Tickets regarding your attention: includes tickets that still need an action to be performed Agent Options Profile page: Looks exactly like the user pages, which we will be going over shorthly, just for the agent Keyboard Shortcuts: getting to the home page, view page, etc. faster Give feedback: Allows you to give Zendesk feedback Get help: brings you to the Zendesk Agent guide Sign out
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Navigate the Agent Interface
Notepad icon: The View Page Total of 14 views broken up by 8 groups, which we mentioned earlier Think of this as your queue, therefore you will only see tickets you have created/worked on You will only be able to see other tickets within the Open Tickets view-all In this view you will see assigned and unassigned tickets Another way to see other tickets, the search feature can be used
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Navigate the Agent Interface
All tickets associated too this user The Person Icon: The User Page Left Side: Role Group Contact Info Organization Time Zone G-id Requestor Location Right Side: Any Tickets associated with this user/agent *Note: you can see all the tickets associated to this user which could help see trends with a particular user’s requests, finding a ticket that you worked on with this user, etc.
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Find tickets and Users With Search
Search and view search results The Magnifying Glass Icon: The Search Page The left side includes filtering options for a search Examples: Tickets, people, everything, date ranges, etc. Examples of searching: policy number, user’s name, etc. Make sure to pay attention to the filter being used. If “Everything” is used it will pull anything from within zendesk which can include items from the help center as well.
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Find tickets and Users With Search
Conditional Fields Field Icon: Conditional Fields A conditional field is a field that is reliant on another field Example: Category and subcategory; the subcategory field will only appear if a category is selected that has a subcategory In this section there will be Escalated to IT and Ticket Category because these are the only conditional fields used on the ticket form This is the only place in the system you can expand and see all of the ticket categories and subcategories expanded
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Access Your Help Center
Life Saver icon: The Help Center This area we will post any training material, updates, and releases If you have any suggestions with what you would like to see, please mention them to Steve. Click the lifesaver icon to access Help Center.
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Find Out What’s Available in Reports
Use reports to view ticket and user metrics The Bar Graph Icon: Reports page Includes: Ticket stats: new tickets, solved tickets, first reply time, etc. The statistics can also be compared. For example if you want to see new tickets vs solved tickets. Tickets by channels: you will only see two items compared here, webform and . Benchmark survey: shows how our statistics compare to other companies in the same industry First reply time: shows percentages based on time ranges Top Agents: based up tickets solved, touches, satisfaction Click the bar graph icon to access Help Center.
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Define user roles and permissions
What You Learned To Do Define user roles and permissions Review common support and ticket terms in Zendesk Find open tickets, ticket stats and ticket updates Locate your Views and explain their benefits Move from ticket to ticket quickly Find what you need with search Discover what you can learn from reporting Questions?
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Create Tickets and Understanding Ticket Features
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Identify Who a Ticket Comes From
Create a ticket Creating a new ticket Select the add option at the top of the screen
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Ticket form Ticket Form Ticket Fields:
Requester: The person that is calling in Assignee: You; as the ticket is assigned to you CCs: if you need additional assistance, this will be utilized for BPO when they need to request assistance from the light agents Tags: Are assigned by the system based up items such as location, ticket categories, etc. Priority: should be normal, unless there are extenuating circumstances that dictate it be high or urgent. Can you give examples of when you would use a status other than normal? Ticket Source: How the request was received, , IM, phone call Policy Number: policy number the requester is calling about Product: Auto, home, etc. Ticket Category: The way the call is being categorized. Options show on the next few slides. *Ticket Subcategory: Will only appear if the category requires a subcategory to be selected. This is considered a conditional field. BST Opportunities: This is where the BST assignee would decide whether or not this is a training call or a call that was legitimate based upon the requestor’s authority level. BPO Opportunities: This is where the BPO assignee would decide whether or not this is a training call or a call that was legitimate based upon the requestor’s authority level. Escalated to IT: If an IT ticket was opened, check the box and add the IT number in the text box that appears. This is another conditional field. Required fields: subject, description, policy number, ticket cat, ticket sub cat (if applicable). These are required in order for Zendesk to allow the ticket to be closed. Though BPO Opportunities is not required by Zendesk it is required by your department so please make sure you are selecting it. We will be able to see when this option is not being selected.
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CC Option Ccing This is an operation used by BPO
When CF requires additional assistance from the analysts, they will use this feature to send an to them When the agent CCs another agent it will send an The recipient of the , in our instance it would be the BPO analysts will respond to the Steps: To CC, the ticket must be submitted as open first Once it is submitted as open, reopen the ticket add the cc and a comment requesting the type of assistance needed and submit as resolved. Why do we submit as resolved? This way while waiting on additional assistance we do not miss SLAs and once the analyst responds to the it will reopen the ticket and the ticket/issue will be resolved at that time
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Ticket Categories/Subcategories
New Cat New Subcat Old BST Cat Cancellation Earned Premium Cancellation, Earned Premium Remove Cancellation Notice Remove cancellation Request Collections Status Dispute Fee Installment Fee/waive fees Inquiry Amount Due Billed amount due Due Date Prior Term Premium Prior term premium Payment Payment Plan Change Payment Plan Policy Re-balance Recalculate Installments Spread Spread Min Due Reinstatement Inquiry Amount 1st Reinstatement/2nd Reinstatement/Reinstatement Request Renewal Goodwill Gesture Goodwill Gestures Misdirected Contact Redirect Premium Adjustment Go over the new cats and sub cats
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Ticket Categories/Subcategories
New Cat New Subcat Old BST Cat Policy Void Rewrite Refund Status Issue Refund, Refund Status Void/reissue, void/reapply, void/transfer(per def. this would also include TR) Reinstatement Processed Renewal Unclaimed Property Unclaimed property AutoPay Remove Remove autopay Inquiry Autopay didn't pull/setup verification Misapplied Payment Backoffice Processing Club Csaa-ins website Home Banking Insured IVR Lockbox Mortgagee Go over the new cats and subcats
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Ticket Categories/Subcategories
New Cat New Subcat Old BST Cat Misapplied Payment PS&S Payment Process Payment Missing Payment Missing payment (per def. this is also covered by Misapply pymt) Payment Tool Voids Last Payment Date Payment Research (per def., also covered by last pymt date, possibly under misapplied) Payment Source Remove Payment Method Return Payment Reason NSF/Declined payment(per def., also covered by fee) Reverse Payment Void payment/reverse Re-Sweep Reverse Sweep Sweep Refund ACH Check Credit Card Paymode Transfer Funds Transfer payment Go over the new cats and sub cats
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Assign Ticket Status Saving a ticket
In order to save a ticket you must select a ticket option As discussed earlier, if the issue can be resolved right away, submit the ticket as solved and if the issue cannot be resolved right away submit as open
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Reassign a Ticket Reassigning a ticket
To reassign a ticket, simply change the assignee name to the person you need to have work on the ticket This will be used for any questions BST has for CF BST will still call CF and while on the will reassign the ticket to CF and they will reassign it back before the call is over This shouldn’t be occurring too often based upon the new authority roles BST is receiving
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Demo: Creating a Ticket &
Ticket Reassignment
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Try It! Create a Ticket Add a ticket.
Create a Ticket Add a ticket. Populate the dropdown, subject and description fields. Select type and priority for the ticket. Submit as Open. Reassign a Ticket Open one of your tickets In the assignee dropdown type in another member of your team Submit as open This is what you will be trying at your desk after training
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Respond to Your Customers
Agent collision Above: shows other agents in the ticket while editing Agent Collision There is a feature that allows the agent to see if someone else is in the ticket at the same time Not only will you know what user is in the ticket, which can be seen by hovering over the profile picture icon in the above screen shot, but you can also see if they are editing the ticket How can we tell if they are editing the ticket? If there is a colored circle around the agent’s picture or hover over the picture it will say editing At that point you can either contact the person or wait until they are done with their changes Once changes are saved you will see them on your screen immediately The last person to submit changes will be the changes that remain If the ticket you and another agent are editing is your ticket, once saved you will see the updates on your home page Right: shows changes saved by another agent
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Identify who and where tickets come from
What You Learned To Do Create a Ticket Identify who and where tickets come from New ticket form and categories Respond to your customer with the right information Avoid repetitive work with macros Submit a ticket as solved
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Questions?
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Congratulations!
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