In this lesson we'll briefly review the different types of users. Then you'll start building your support team by adding an agent to your Zendesk.
We'll also talk about how to manage your tickets—specifically, how to assign tickets to agents on your support team. Each ticket within Zendesk has to be assigned to someone. Finally, we'll talk about how you can automate some of the ticket assignment process. To do so, you'll create something called a trigger to automatically assign tickets based on the type of question or problem the user has.
Now, let's get started by talking about the different users in your Zendesk.
The types of user roles in Zendesk
Your Zendesk defines a number of user roles that are key to managing the people who generate support requests, those who resolve them, and the tickets themselves.
You can see all of your users in the People page. Users and people are essentially equivalent terms; it's the broadest definition for all people who use your Zendesk. In the People page you add new users, define their roles and privileges, and then organize them using groups and organizations.
Notice the People page uses different icons to represent the different user types. The user types include:
End-user or Customer These people generate support requests from any of the available support channels (Web portal, email, Twitter, etc.). They don't have access to any of the administrator and agent features. They can only submit and track tickets and communicate with agents. You can add end-users manually, but in most cases they are added automatically when the user sends a support request.
Agent These people run your day-to-day support. They are assigned tickets and interact with customers as needed to resolve support issues. The agent's role and privileges are defined by administrators.
Administrator These people are agents with additional privileges to set up, manage, and customize your Zendesk. Administrators also design and implement the ticket workflow. Where an agent's primary function is to interact with end-users and resolve support requests, administrators may do that as well as set up and manage the workflow.
Account owner This is the owner of the account and a special type of administrator. The account name is associated with this person's name, usually the person who created the account. There can only be one account owner; however, account ownership can be reassigned by the account owner to another administrator if needed. The account owner has access to areas that other administrators do not, such as invoicing, payment options, and benchmarking for the account.
Now it's time to add an agent to your Zendesk. Remember, an agent's primary function is to interact with end-users and resolve support requests.
To add an agent
Hover over the +add tab in the top toolbar, then select User.
Enter the agent's Name and Email, then click Save.
Tip! Consider creating a test agent account instead of adding a real agent now. It might be helpful to add a test user in each role for set up and testing purposes. If you do set up test users, use names like Johnny End-User and Mary Agent so they are easily recognizable as test accounts.
The new user is added. The user receives a welcome email and verification link to sign in for the first time and choose a password. Now let's make the new user an agent.
In the new user's profile, change the Role to Agentand notice the options in the top section of the profile change. Let's ignore those options for now.
In the next section of the profile, click Add a contact, then select Phone.
Enter a phone number for the agent.
Enter other information if you'd like, or leave it blank for now.
All of the agent's profile information is automatically saved as you enter it, so when you finish updating the profile, you can simply navigate away.
One common ticket workflow you'll want to set up early is how tickets get assigned. In Zendesk, each ticket must eventually have someone assigned to it. That way someone takes ownership of the support request.
When you were the only agent, all tickets were automatically assigned to you. Now that you have added another agent, you must assign the tickets. Incoming tickets are in waiting in the Unassigned tickets view.
Let's create a new test ticket. Instead of submitting the ticket through email, this time pretend you are on the phone with a customer and create the new ticket manually. Imagine the customer has a billing issue and you want to assign the ticket to your new agent, who is your billing expert.
To create a test ticket to assign to an agent
Click the +add tab in the top toolbar,
Enter a Subject for the ticket. For example, "Double charge on credit card."
Add a Description about the caller's billing issue. For example, "This customer has a double-charge on their credit card for their order."
In the ticket properties panel, enter a Requestername.
As you enter a name, matching users in your Zendesk are displayed so that you can choose one. If the user is not in your Zendesk, you can click the New icon () in the sidebar, then select User to add the user. After you add the user, click the New Ticket tab to return the ticket you were working on.
In the ticket properties panel, you can select an Assigneeby typing a name or using the arrow to browse to a name.
In this case, enter the name of the new agent you added in the previous section.
Change the Type to Incident and set the Priority as High.
Click Submit as New.
The new ticket is created. Zendesk automatically sends the assigned agent an email notification.
The agent can either follow the link in the email or respond directly to the email.
In addition to assigning tickets manually, as they are created or as they come in, you can set up a trigger to automatically assign agents based on certain ticket criteria. Let's try that now.
Automatically assigning tickets to agents
Now that you know how to manually assign tickets, let's make the process more efficient by automating some of it.
To automatically assign tickets, you need to create a trigger. Triggers are business rules you define that run immediately after tickets are created or updated. For example, a trigger can be used to notify the customer when a ticket has been opened. In this case, you'll create a trigger to automatically assign tickets about billing issues to a specific agent.
Triggers contain conditions and actions. You combine these to create ‘if’ and ‘then’ statements (if the ticket contains a certain set of conditions then the actions make the desired updates to the ticket). You build condition and action statements using ticket properties, field operators, and the ticket property values. Only administrators can create and manage triggers.
Let's create a trigger that will automatically assign billing issues to a specific agent.
Creating a trigger
To build our trigger, we'll use the tag that was created when you added the custom web form field in Customizing your Web portal. If you didn't complete that lesson, you can do so now, or you can base your trigger on an item that already exists in the ticket.
This trigger will identify any tickets with the billing tag (which is based on the custom field) and assign them to a specific agent (the one you just added) who specializes in billing issues.
To add a trigger
Click the Manage icon () in the sidebar, then select Triggers.
Click Add Trigger.
Enter a Trigger title for your trigger. For example, "Auto-assign to Billing."
Under Meet all of the following conditions select Tags.
Two more fields appear. Leave the middle field set to Contains at least one of the following.
In the last field, enter a tag. For example, "billing_issue."
Click the Plus (+) to add another condition.
Select Ticket is in the first field, then select Created in the second field.
This is important. A ticket can only be created once, but it can be updated many times. You want this trigger to run only when the ticket is created.
In the Perform these actions section, select Assignee, then choose the billing specialist agent you added earlier.
Click Create Trigger to create your new trigger.
Your new trigger is added to the end of the list of triggers. Now anytime a web form is submitted with the billing tag, it will automatically be assigned to your billing agent.
Now you'd probably like to make sure that your billing agent is notified when a ticket is assigned. Remember that Zendesk comes with a pre-defined trigger called Notify assignee of assignment. This trigger sends email to the assignee when a ticket assignment is made, so you don't need to create your own trigger to do this.
Triggers can work together; one trigger can trigger another. In this case, you created the Auto-assign to billing trigger that assigns billing tickets to a particular agent. As soon as that trigger executes, making an assignment, you want the Notify assignee of assignment trigger to execute and send the notification email to the assignee. But triggers execute according to how they are ordered in the triggers list, so it's important to make sure you have them in the right order.
Let's look now at how you can reorder triggers to make sure they fire in the right order.
When a ticket is created or updated, Zendesk runs through all the triggers in order. So it's important to make sure your triggers are in the right order.
In our example, we want the Auto-assign to billing trigger we created trigger to execute before the Notify assignee of assignment trigger. This will ensure that when a customer submits a billing issue ticket, it will first be assigned to the billing agent, and then notification email will be sent to the assigned agent.
New triggers are added to the bottom of the triggers list. Let's move the Auto-assign to billing trigger from the bottom so that it is above the Notify assignee of assignment trigger.
To reorder triggers
Click the Manage icon () in the sidebar, then select Triggers, if you are not already in the Triggers page.
Click Reorder at the bottom of the list of active triggers.
Click the Auto-assign to billing trigger and drag it above the Notify assignee of assignment trigger.
That's it. Now these two triggers will execute in the right order. Remember to check the trigger order every time you add a trigger. And it's a good practice to test your triggers after you create them.
Finding unassigned tickets
Unless you create triggers to automatically assign all your tickets, you will have tickets in your Unassigned tickets view. This view contains all unassigned tickets, including those created automatically through channels such as email and Twitter. In Zendesk, each ticket must eventually have someone assigned to it.
You'll need to define a workflow for how tickets are assigned in your Zendesk. This will probably depend on the number of agents you have and the volume of tickets you receive.
You can implement a manual assignment workflow (you might have agents go through unassigned tickets and self-assign or you might have one or more people triage the list and assign agents.) an automatic assignment workflow (you might set up triggers to make assignments like we did in the previous section), or a mix of manual and automatic.
Figure out what makes sense for your Zendesk. And if you are doing manual assignments, don't forget to make sure someone is responsible for checking the Unassigned tickets view on a regular basis!
In this lesson we reviewed the types of users in Zendesk. Then you added a new user, an agent, to your Zendesk.
Next we talked about assigning tickets. You manually assigned a ticket, first, then you set up a trigger to automatically assign certain tickets to you new agent. You learned how triggers work and the importance of the order of triggers. Finally, we talked about where to find unassigned tickets.
If you've completed all the Getting Started lessons, check out the next section for more information about where to go next.