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JRW Zendesk User Guide

Updated

1. Introduction

Purpose of this Document

This Zendesk User Guide aims to provide a comprehensive resource for users to efficiently navigate and utilize the Zendesk customer support platform.

Audience

This document is intended for all support agents who will be using Zendesk within our organization.

Document Revision History

  • Version 1.0 (9/6/23): Initial Release
  • Version 1.1 (Date): Updates and revisions

2. Getting Started

Logging In

  1. Open a web browser and navigate to [https://johnrwhite2720.zendesk.com].
  2. Click the "Continue with 365 - SSO" button to login automatically.

Dashboard Overview

  • The Zendesk Dashboard will contain an activity feed on the left-hand side of the page with updates to your recent tickets, along with a listing of all Open tickets either assigned directly to you OR to a group that you belong to.
  • You can filter between those belonging only to you and those belonging to your groups.

3. Ticket Views

Opening a View

  • Views are displayed as a list in the Views pane. The first 12 of your shared views and 8 of your personal views appear in the list. If you have additional views, you can access them by clicking Manage views at the bottom of the list.

Tip: If you're trying to reorder the tickets within a view, not the list of views itself, see I can't reset the order of tickets in my view after selecting a column header.

To select and display a view

  1. Click the Views icon () in the sidebar, then select a view from the list.download.png
  2. The view opens and displays the associated tickets. 
  3. You can sort the view in ascending or descending order by clicking the sort icon () on certain column headers. Reset the sort order on the view by clicking Reset sort order. You can also filter a view (see Filtering tickets in a view to refine results).

Note: Tickets are automatically archived 120 days after they are closed. Archived tickets are not shown in views. This helps views to display faster. See About ticket archiving.

Editing a View

To edit a view from the views list

  1. In Support, click the Views icon () in the sidebar, then select a view.
  2. Click the Actions menu in the upper right, then select Edit view.  
  3. Modify the title, conditions, formatting, and availability as needed.
  4. When you are finished, click Save.

Creating a View

  1. Select “Manage Views” at the bottom of the view list on your homepage. Click Add view.
    • Alternatively, you can clone an existing view. (see Cloning a view).  
  2. Enter a Title for the view.
  3. Enter a Description for the view.
  4. Select an option to determine Who has access:
      1. Any agent, available to all agents.
      2. Agents in specific groups, available to agents in specified groups. Select groups from the menu, then click away when finished.
      3. Only you, available to you as a personal view.  
  5. Click Add condition to set up the view to meet All or Any conditions.
    • The conditions define this collection of tickets.
  6. Select a Condition, Field operator, and Value for each condition you add.
  7. Click Preview to test the conditions.
  8. Set the formatting options:
      1. Drag the Columns into the order you want and click Add column to add up to 10 columns. Status is always shown as colored icons to the left of your view's columns; you don't have to add it. Multi-select fields are not supported.  
      2. Under Group by, select the ticket field you want to use to group tickets, then select Ascending or Descending.
        • Tip: If you select Request date from the Group by drop-down list, any settings you change in the Order by drop-down list will not be applied.
      3. Under Order by, select a ticket field to use as the default data to order tickets, then select Ascending or Descending.
  9. Click Save.
    • The view is created.

 

Sharing a View

You can share a link to a view with other agents. Normal access permissions based on the availability set for the view apply to the users who click the link.

 

To share a link to a view

  1. In Support, open the view you want to share.
  2. From your web browser address bar, copy the URL to the view.

 

You can now share this URL with other agents.

4. Managing Tickets

Creating a Ticket

  1. From the dashboard, hover your mouse over the "+ Add" icon to bring up a drop down menu and select “Ticket” to create new request.
  2. Fill in the required information.
  3. Click "Submit."

Searching Tickets

  • You have the option of using the basic search feature to search by ticket#, customer, or keywords by clicking on the “Search” button within the same drop-down menu shown above.

Assigning Tickets

  • After clicking on a ticket to open it, you can control who the ticket is assigned to by updating the “Assignee” field on the left side of the page.
  • You can assign to yourself by clicking “take it” OR you can assign to someone else by choosing an agent from the drop-down menu under “Assignee”.

Updating Ticket Status

  • You can update the ticket status by clicking the drop-down arrow in the bottom right corner of the screen beside “Submit as [current status]”.
      • Open – Ticket is actively being worked
      • Pending – Waiting on feedback or response from customer
      • On-hold – Waiting on feedback or resolution from 3rd party vendor
      • Solved – Ticket is resolved

Merging Tickets

  • Duplicate tickets can be merged together by clicking on the 3 vertical dots icon in the upper right of the page and clicking the “Merge into another ticket” icon on the drop-down menu.
  • After this option is clicked within a ticket, that ticket will be closed and merged into the ticket that you choose.

Internal & External Notes

  • When you enter a note on a ticket, you can select whether that note will be “Internal Only” or “Public Reply”. Default option is currently set to “Internal note”.
  • An “Internal note” will only be visible to Zendesk agents within the JRW organization.
  • A “Public reply” will be visible to agents and customers.

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