How Zendesk works for agents

for INTERNAL use

Ronnie Demeri & Diane Sweet
February 2016

Important Information
Official launch date: February 11 9h00am ET
SalesForce cut off date: February 11 9h00am ET

Link to Zendesk: Corel.Zendesk.com

Content

Introduction to the Zendesk agent interface

Terminology
User Profile
Managing End-Users
Managing your ticket
How to transfer / escalate a support ticket
Ticket Status Basic
Views
Groups
Help Center

Introduction to the Zendesk agent interface

(1)

When you log in to your Zendesk, the agent Dashboard appears. The interface may
be different depending if customizations have been made
The sidebar: area down the left side of the interface, with navigation buttons to
major features
The top toolbar: the area at the top of the interface, with tabs to open and move
between tickets, as well as quick links to search and other apps.
The main window: where most of your content is displayed.

Introduction to the Zendesk agent interface

(2)

The sidebar
These sidebar icons navigate you to the major feature areas of your Zendesk. Your
sidebar may include additional icons or exclude icons for apps installed by your
admin.
Home: Displays the agent dashboard where you can access your recently
updated tickets and tickets that require your attention. You can also view your
customer satisfaction statistics.

Views: Displays your shared views and enables you to access and work through
tickets in each space.

Introduction to the Zendesk agent interface

(3)

The top toolbar

The top toolbar runs along the top of the agent interface. Here, you'll find tabs and
icons that open new and existing tickets, open the search function. our top toolbar
may include additional icons for apps installed by your Admin

Introduction to the Zendesk agent interface

(4)

The main window

The main window is in the center of the agent interface. What's in it depends on which icon
you have clicked in the sidebar or top bar. You're most likely to be using the ticket interface,
which we'll go over in this section. Other feature interfaces may be available to you, depending
on your settings and installed apps.
When you click on the Home icon in the sidebar, the agent dashboard appears. From there,
you can click on a ticket to open it in the main window.

Terminology
Zendesk

SalesForce

Ticket

Case

End User

Customer

Groups

Queues

Views

Views

Macros

Templates

Help Center

Knowledge Base

Updating your user profile and password

Every user in your Zendesk has a profile that contains essential information such
the contact email address, the user's organization, and so on.
To change your own user profile
1.Click your profile icon in the upper-right corner of the page header, then
select View profile page .

2.Enter or update information in your profile as needed.

Your profile is automatically saved as you enter information. When you finish, you
can navigate away.

Updating your user profile and password

Adding a photo to your user profile
You can add a photo to your profile and it will appear in your tickets and forum
posts. At any time you can change or remove your photo.
To add a photo to your profile:
1.Click your profile icon in the upper-right corner of the page header, then
select View profile page .
2.Click the profile icon in the profile, then select Upload a new photo .

3.Select an image. The image appears in your profile.

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Updating your user profile and password

Updating your password
You can easily change your password in your user profile.
1.Click the arrow to the right of your name.
2.Select the 'Change Password' option from the drop-down menu
3.Enter in your Current Password, and your new password twice.
Note: The new password must match or else your password will not be saved.
4.After you click 'Change password' a message notifying you that your password has changed
will appear at the top of your profile.
5.You will then receive an email from Zendesk notifying you that your password has changed.
An email confirmation will go out when a user password is changed via:
The agent interface.
Changing a password through a password reset link.
The API.

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Managing End-Users
End-users are those people who request support; these are
your customers. Regardless of the channel that your
customers use to request support, each customer must have
an account in your Zendesk.
They can add themselves by submitting a support request or
you can add them manually.
Same as SalesForce, the end-users account contains their
name, email address, phone number and any other required
information.
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Managing End-Users
Before adding an End-User or creating a new ticket for a
customer, you will need to Search the customer in Zendesk.
There are two ways to search, it depends on what works best
for you
1.Click the Search icon in the search box in the top right
toolbar, then enter a name in the search box
2.Use the Search for requestor by hovering the +Add button.

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Managing End-Users
Searching End-Users in Zendesk
1.Click the Search
icon in the search box in the top right
toolbar, then enter a name in the search box
and select the users name when it appears.

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Managing End-Users
2. Use the Search for requestor by hovering the +Add button

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Managing End-Users
Adding End-User in Zendesk
If the End-User does not exist in Zendesk, you will create a new account for the
customer.
1.Search for the End-User, if not found, hover to the +Add tab in the top toolbar, and
select User.

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Managing End-Users
You can add end-users by creating new user accounts. If you're on the phone with a
customer who has never before requested support and therefore does not yet have
a user account, by adding them to Zendesk, you can open a ticket for the customer,
and they will receive email notifications whenever the ticket is updated and be able
to communicate via email with the agent assigned to the ticket.

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Managing End-Users

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Managing End-Users
List of registered products for a customer
The Registered Product Lookup app has been developed to provide you a list of
registered products for this customer. There is a toggle on/off icon at the top right
corner called Apps

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Managing End-Users
The list of registered product is visible from the customers view

Or from the Open ticket.

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Managing your Ticket

Ticket Basis
Each time you add a public comment, the requester is notified via an email
message. If the requester responds back to the email notification, their response is
added as a public comment to the ticket. All of your communication is captured in
the ticket. Public comments can be read by anyone who has access to the ticket,
such as other agents in your help desk.
You can also add private comments to tickets. These comments are only visible to
other agents, not to the ticket requester or any other end-users that may have been
CC'd on the ticket.
You cannot remove a comment from a ticket.

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Managing your Ticket

Adding a comment to a ticket
To add a comment to a ticket
1.Select a ticket.
2.To enter a public comment, click Public reply,or to enter a private comment,
click Internal note.

3.Enter your comment.

4.Click Submit to update the ticket.

You cannot delete a comment after it is added to the ticket.

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Managing your ticket

Creating a ticket
To create a ticket on the requester's behalf

Hover over the +add tab in the top toolbar, then select Ticket.

If the requester is an existing user, begin entering the user's name, email address, or phone number in the Requester field and
the relevant results appear. Select a user based on their email address.

If the requester is an existing user, begin entering the user's name, email address, or phone number in the Requester field and
the relevant results appear. Select a user based on their email address.

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Managing Your Ticket

If the requester does not yet have an account, add them by
clicking +Add user at the bottom of the search results.

3. Enter the ticket data, then click Submit as New.

The requester receives the new ticket email notification.
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Managing Your Ticket

When creating a New ticket, you select the Source the ticket
was received/created such as:

IMPORTANT: For reporting purposes, DO NOT CHANGE THE

SOURCE. Once the source is already selected, leave it as is.
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Managing Your Ticket

Using Macros
In SalesForce, we used templates.
A simple and effective way to streamline your workflow is to create macros for
support requests that can be answered with a single, standard response. This saves
you the time and effort of crafting a separate response to each customer with the
same issue.
Macros can be created from scratch or based on existing tickets. Macros contain
actions, which can be updates to ticket properties, ticket comments, or chat
sessions. Macros can be applied manually to tickets or chat sessions by agents.
For example the Follow up 1 & Follow up Closing Case templates will be migrated
to Zendesk as Macros.

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Managing Your Ticket

To apply a macro
1.In a ticket or active chat session, click Apply macro in bottom
toolbar

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Managing Your Ticket

2. Search for or select a macro from the list of macros

3. To apply another macro, click Apply macro again and select

another macro.

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Managing Your Ticket

Updating and solving tickets
During a ticket's lifecycle, there is often a need for further questions and requests
for clarification, by both the customer and the handling agent. As part of this
process, a ticket's status can change multiple times
Ticket status basics
Submitting updates and changing ticket status
Solving a ticket and understanding how it is closed

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Managing Your Ticket

How to transfer / escalate a support ticket
Two things need to be done when escalating a case:

1.Inform your customer

2.Assign your support ticket to another group
Each step is a macro with very little input on your part.
Macro to inform your customer that the case is being escalated
Macro to escalate the case to the appropriate group

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Managing Your Ticket

1.

Inform your customer

A macro has been created to send a message to the customer and let them know that their
support ticket has been escalated.
Name of Macro: TS::EN::Email to customer for transferring the case
Content of Macro:
Hello {{ticket.requester.first_name}},
This email is referencing your ticket {{ticket.id}}. I require further assistance on this matter and will be
seeking the help of our next level of support. I will get back to you shortly with a proposed answer to
the issue at hand. If deemed necessary, you may be further contacted by another agent for advanced
support. Thank you for your patience and understanding.
Sincerely,
{{current_user.first_name}}
Corel Technical Support Services
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Managing Your Ticket

2. Assign your support ticket to another group
There are multiple macros to use to escalate a ticket to a support agent.
Each macros can be found by clicking on Apply Macro, TS::EN::Escalate

TS::EN::Escalate::Transfer CS to TS:: Pinnacle

TS::EN::Escalate::Transfer CS to TS:: Graphics

TS::EN::Escalate::Transfer CS to TS:: Digital Media

TS::EN::Escalate::Transfer CS to TS:: Office Suites & Utilities

TS::EN::Escalate::Transfer CS to TS:: Roxio

TS::EN::Escalate::Level 2::Office Suites & Utilities

TS::EN::Escalate::Level 2::Corel Digital Media

TS::EN::Escalate::Level 2::Corel Graphics

TS::EN::Escalate::Level 2::Pinnacle

TS::EN::Escalate::Level 2::Roxio

Each template is designed to put an internal note in the ticket to indicate the change as well as
transfer the support ticket to the appropriate queue with the appropriate status.

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Ticket Status Basics

There are four standard statuses you can apply to a ticket:

New indicates that no action has been taken on the ticket. Once a New ticket's
status has been changed, it can never be set back to New.
Open indicates a ticket has been assigned to an agent and is in progress. It is
waiting for action by the agent. You can view all open tickets using the Open tickets
view.
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Ticket Status Basics

Pending indicates the agent is waiting for more information from the requester.
Tickets with a Pending status cannot be resolved until the requester responds. You
can view all pending tickets using the Pending tickets view. When the requester
responds and a new comment is added, the ticket status is automatically reset
to Open .
Solved indicates the agent has submitted a solution.
To report a ticket to Engineering
When you have a ticket to report to engineering, submit your ticket as Pending and
use the field Reported to Engineering, just below Resolution

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Ticket Status Basics

Submitting a support ticket as Solved indicates the agent has submitted a solution
to the customer.
All support tickets MUST include information HOW the issue was resolved. For this
you use the Resolution field.

Keep it short and accurate, such as:

Valid responses: Unsupported product on Windows 10, send shopping cart to upsell to latest version.
Resent Order
Link to article on KB was provided
Invalid responses: Information provided
Advised Cx
Provided info
Obsolete

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Ticket Status Basics

To report a ticket to Engineering
Only Level 2 or Level 3 agents can report a ticket to engineering.
All tickets to be submitted to engineering must include:
Software name, version, build#, OS information, Msinfo & Detail instructions on how to duplicate the issue

Update the field Reported to Engineering, just below Resolution

Submit the ticket as Pending

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Ticket Status Basics

Submitting updates and changing ticket status
The Submit button applies any updates you make to a ticket (status changes,
public or internal comments, and the like), and allows you to select the ticket status.

To submit updates to a ticket without changing the ticket status

Click the Submit button.
To submit updates to a ticket and change the ticket status
1.Click

to open the status options menu:

2.Click the status you want to apply upon submitting the ticket.
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Ticket Status Basics

Solving a ticket and understanding how it is closed
Once you've resolved a requester's support issue, you change the ticket status to Solved , using the
Submit button as described above. This should mean that you're done with the ticket and that the
requester is satisfied with the resolution you provided. However, a requester can reopen the ticket after it
has been set to Solved just by responding back and adding a new comment.
After you set a ticket to Solved , the next status change is to Closed . However, you can't manually change
a ticket to Closed ; it is set to that status via a predefined business rule called an automation.
After a ticket's status has changed to Closed , the requester can no longer reopen it. They can, however,
create a follow-up request that references the original, now closed, ticket. Agents can also create a followup for a closed ticket.
Tickets that are follow-up requests for a closed ticket are marked as such. For example:

Closed tickets are saved indefinitely. You can view the tickets by searching for them or by creating views of
closed tickets.

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Ticket Status Basics

Creating a follow-up ticket for a closed ticket
1.Locate the closed ticket that you want to create a follow-up for. You can do this by locating
the requester first and then selecting one of their closed tickets, by searching for the ticket
number, or by creating a view for closed tickets and locating the ticket there.
2.When you view a closed ticket, you'll see the option to create a follow-up ticket.

3.Click Create follow-up.A new ticket is created that contains the same data as the original
ticket.
4.Update the ticket data as needed and then click Submit to save the new ticket. The
requester will receive an email notification for the new ticket. The new ticket is marked as a
follow-up, as shown here:

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Views
Views are a way to organize your tickets by grouping them into lists based on
certain criteria. Views can help you determine which tickets need attention from you
or your team so you can plan accordingly.
In SalesForce, it was also called View, such as:
My Open Cases, My Waiting Cases, My Active Cases.
In Zendesk, there is also an app called Quickie to show the ticket views

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Groups
Groups are only for agents and every agent must belong to at least one group.
In SalesForce, we had queues instead of groups.
In our organization, support tickets will be automatically assigned to groups based on either
the product group such as Digital Media or language if language is other than English. For
your reference, here are the groups that will be used with Zendesk:
Technical Support:
TS - !!Chinese Product Tickets

TS - *First Use

TS - !!Japanese Product Tickets

TS - Corel Digital Media Tickets

TS - !!Polish Product Tickets

TS - Corel Graphics Tickets

TS - !Brazilian/Portuguese Product Tickets

TS - Corel Productivity Tickets

TS - !CzechTickets

TS - Pinnacle Product Tickets

TS - !Dutch Product Tickets

TS - Roxio Product Tickets

TS - !French Product Tickets

TS - !German Tickets
TS - !Italian Tickets
TS - !Other languages Tickets
TS - !Spanish Tickets

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Groups
Customer Service:
CS- *Academic Request
CS- *Volume Licence
CS- *CDGS Subscription
CS- *NA/EMEA Escalation
CS- *Anti Piracy
CS- *HP Sales Lead
CS- *Amazon Request
CS- *Order Status Request
CS- *Phone & Chat Group
CS- *Missed Chats Tickets
As mentioned above, as an agent you belong to at least one group or multiple groups and you can only
view cases tied to this group. Example: A Pinnacle Studio ticket is submitted by a customer.
The ticket will go to the TS Pinnacle Product Tickets group and only agents assigned to TS Pinnacle
Product Tickets can view the tickets. Agents who dont belong to the TS Pinnacle Product Tickets group
will not see the support ticket. The ticket can be assigned to any agent by the Team Leader.
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Get Help
The Help Center is designed to provide end-users with a complete self-service
support option. They can use the information in the knowledge base or turn to the
community for answers. If they can't find an answer, they can submit a request to an
agent.
As an agent you access the Help Center by clicking on this icon
at the bottom
left of your screen. Once you click the icon, you are presented with the Corel
Knowledge Base.

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