How to Work a Ticket

Step 1: Log in to your Zendesk dashboard and navigate to your Views page.

 

Step 2: Start Working Tickets

2a: Guided (Play) Mode

Navigate to your Dashboard or Views and click on the desired view. Play mode will automatically open the next ticket in line for you to work. You'll assign the ticket to yourself, work it and then it will appear in your personal View as usual.

• You do have the option to skip a ticket, however you will be prompted to provide a reason why.

2b:Standard Mode (TSE+ only)

• Go to Unassigned Tickets and click the Play icon on the right side of the screen.
• • Play mode will automatically rotate tickets for you based on
    • • Success plan
      • Priority level
  • Assign the ticket to yourself, work it and then it will appear in your personal View as usual.
• Periodically scan the view to check for potential incidents/trends.

 

Step 3: Review the information in the ticket and do a quick update of the ticket fields on the left.

Reminder: Do not edit Brand or Form. Review the Ticket Form Guide for detailed instructions on updating the form. Check out the Ticket Tour page for an in-depth tour of the ticket view and surrounding tools.

 

Step 4: Research the issue. Search previous tickets, Playbook documentation, and Slack.

Step 4a: Document any troubleshooting steps or helpful information in an internal note.

Step 4a: Document any troubleshooting steps or helpful information in an internal note.

 

Step 5: Write a response to the customer. (Check for applicable macros that may help streamline the process!)

 

Step 6: Select the applicable ticket status and submit your response.

 

Step 7: Repeat steps 4-7 as needed. Make sure to continue to update the ticket form as you communicate with the customer and find out more details.

Pro Tip: Changes to the ticket, including the form, are not saved until you’ve submitted the ticket. You can save changes to the form without sending a response, just make sure your message body is empty and submit again using the same status!

 

Step 8: When you’re confident the issue has been fully resolved, check your form fields for accuracy one last time, fill out the resolution type and comments and submit the ticket as Solved!