In this lesson you'll learn the basics of ticket management in Zendesk, including how customers submit tickets and how those tickets appear in your Zendesk. You'll submit a ticket as a customer using email, then you'll respond to the customer and resolve your first ticket as an agent using Zendesk.
View the overview video or read this topic to learn more about tickets.
Submitting your first support ticket
Whenever a support request is received in Zendesk, a ticket is created.
Tickets can be created through multiple channels including email, your website, social media, online chat, and phone. Regardless of where conversations are started, they all become tickets.
In this lesson, you'll pretend to be a customer and submit a support request through email.
When you signed up for your Zendesk account, you were given a Zendesk support email address: firstname.lastname@example.org. You can see your account name in the URL displayed in the address bar when you are logged in to Zendesk.
Note: You can change this email address. We'll discuss how you do that in the next lesson.
To submit a test ticket
Open a new email message in your email client.
Tip! If you are an administrator, send test email from a an email account other than the one you used to set up your Zendesk account. Zendesk recognizes your email as the owner of the account and treats it differently than email from another email account.
Enter a subject and message. If possible, write a question or problem you might get from a real customer.
Click Send. Your email is sent and a ticket is created in Zendesk based on the email.
Responding to a support ticket as an agent
When a customer sends a support request through email or any other channel, it becomes a ticket in your Zendesk. Tickets are organized into views.
Views define a collection of tickets based on a set of criteria that convey various ticket states such as open and unassigned, pending, and unsolved. Views are essential for managing the ticket workflow because they create meaningful groupings of tickets.
New tickets appear in the Unassigned tickets view. Let's find the test ticket you submitted and respond to it.
To find and update your test ticket
Click the Views icon () in the sidebar, then select Unassigned tickets in the list of views.
Click the title of the test ticket you submitted from the list of unassigned tickets.
Now let's update some of the ticket fields and add a comment. A Zendesk ticket has predefined fields but you or your administrator can also add custom fields as needed (see Assigning tickets to agents).
Click Assignee and select your name.
Click the Type field and select Question. That means that the customer is asking a question. Other types include Problem, Incident, and Task.
Click the Priority field and select Normal from the drop-down menu. You can also set priority to Low, High, or Urgent as needed.
Type a message in the Public reply comment box.
Public reply comments are sent to the customer whereas Internal note comments are only visible to other agents. In this case, let's ask the customer to give us more information.
Click the arrow on the Submit button and select Pending.
The Pending status means that you are waiting for more information from the customer.
The ticket is updated and an email message is sent to the customer!
Responding to a support ticket as a customer
When you update a ticket, Zendesk notifies the customer. Go back to the email account you used to submit the support request to see what the notification emails looks like. In your email account you will see two replies:
Email confirmation that the support request was received
Email notification that the ticket was updated and needs more information
These replies were automatically sent out by Zendesk by something called a trigger. Triggers are business rules an administrator defines (there are also some pre-defined triggers) that run immediately after tickets are created or updated. Triggers are a powerful tool; you'll create a trigger in Assigning tickets to agents.
To update the ticket from the customer perspective
In the email account you used to submit the support request, open the email about the ticket update.
The title contains the problem you entered in the original support request. The body contains the support request and the comment you added when you updated the ticket as an agent. There is also a link to the ticket.
Click Reply and type a comment in the email.
Optionally, you can add an attachment so that you can see how it appears in the ticket in your Zendesk. Sometimes customers will need to send attachments to help you understand their problems.
The email is sent and your reply is added to the ticket as a comment.
Now let's go back to Zendesk and take a look at the updated ticket.
Solving a ticket
Now that the customer has responded with more information, let's resolve our test ticket.
To solve the test ticket
Click the Views icon () in the sidebar, then select Pending tickets in the list of views.
Click the title of the test ticket to open it.
Review the customer comment.
Enter a comment in the Public replybox.
Click the arrow on the Submit button and select Solved.
You've solved your first ticket! The ticket status is Submit as Solved. The ticket status will automatically update to Closed after 4 days unless you or the customer update the ticket.
Note: This status change is controlled by something called an automation. An administrator can change the number or days it takes for a ticket to change from Solved to Closed (up to 30 days) by editing the Close ticket 4 days after status is set to solved automation.
Reviewing a ticket's history
Zendesk keeps a history of all ticket activity, including automatic actions by automations and triggers, in the ticket history. Let's look at the history for the ticket you just solved.
To view the history of the test ticket
Hover over the +add tab in the top toolbar., then select the ticket title from the recently viewed tickets section.
When the ticket opens, click Events on the right above the comments area.
Scroll through the list of events to see the history of the ticket.
Notice that events by automations and triggers are also recorded, including a notification email that was sent when you solved the ticket.
When you are finished, click Comments to show comments only.
In this lesson you sent a support request as a customer using email, then solved the ticket as an agent in Zendesk. This gave you an opportunity to see how email support requests become tickets and how you can easily update and manage tickets in your Zendesk.