1. Zendesk Essentials
Agent View

2. • 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

3. 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

4. Define Users Roles

5. 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

6. Review Ticket Statuses

7. 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.

8. Ticket lifecycle
Open
Automatic statuses vs. manually selected statuses:
New and closed are automatic
Open and solved must be manually selected

9. Navigate the Agent Interface

10. 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

11. 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

12. 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.

13. 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.

14. 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

15. 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.

16. 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.

17. 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?

18. Create Tickets and Understanding Ticket Features

19. Identify Who a Ticket Comes From
Create a ticket
Creating a new ticket
Select the add option at the top of the screen

20. 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.

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. Demo: Creating a Ticket &
Ticket Reassignment

28. 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

29. 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

30. 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

31. Questions?

32. Congratulations!