Working with tickets Follow

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As an agent, your primary responsibility is to solve your customers' support requests. To do that, you work with tickets, which can arrive in various ways such as via the Help Center request form, directly through email, by telephone and text chat, and from social media such as Twitter and Facebook. The options your customers have for requesting support are called channels. Your account owner or the administrator who set up your Zendesk Support determines what channels are included.

Depending on how you manage your ticket workflow, you may manually select and assign tickets to yourself or other agents. Tickets can also be automatically assigned to you and other agents via automations and triggers, which are referred to as business rules (you can read about these workflow management tools in Streamlining your support workflow in the Administrator Guide).

This article covers the following topics:

Viewing tickets

Tickets are organized into views, groups of tickets based on certain criteria. You can preview or open tickets from your view.

Tickets in a view are preceded with a colored icon indicating each ticket's current status. Here are the corresponding ticket statuses and colors:

This section provides the steps you'll take to:

  • Display a ticket view
  • Preview a ticket
  • Open a ticket
  • Return to a view
  • Move to the next ticket in a view
  • Submit a ticket and move to the next ticket in a view
Note: Depending on your settings, you might only be able to perform these actions on your default Your assigned tickets view. For details, see Using the Play button.

To display tickets in a view

  • Click the Views icon () in the sidebar to open the Views list.
  • Click the title of any view in the list to display tickets in that view.

To preview a ticket in a view

  • Hover your mouse over a ticket title. The ticket preview appears:

To open a ticket

  1. Locate the ticket in the view list.
  2. Click the ticket subject.

    The ticket opens in the main window.

To return to the current view from a ticket

  • Click the Views icon () in the sidebar.
To go to the next ticket in the current view
  • From a ticket, click the Next ticket arrow in the upper-right corner of the ticket.

    The next ticket in the current view opens, even if another agent is currently viewing it. If another agent is viewing the ticket, you will see the agent collision notification.
    Note: If you click the Next ticket arrow after clicking Play, the Next ticket arrow serves the next ticket that is not being viewed by another agent. See Using Play mode for more information.

To automatically go to the next ticket in the view when you submit a ticket

  • From a ticket, click the menu to the left of the Submit button, then select Next ticket in view.

    You do not have to select this option each time you submit a ticket. Once selected, the next ticket in the view will always open when you submit a ticket update. You can chose Close Tab if you prefer to open the current view after you submit a ticket.

Expanding and collapsing your views list

You can expand and collapse your list of views by clicking the arrow at the top of the views list. When collapsed, the views list will auto-show when you mouse over it, and auto-hide when you mouse away from it.

When the arrow is pointing towards your Views, the list is locked. When the arrow is pointing towards your tickets, the views list will auto-show and auto-hide.

By default, your views lists are expanded.

To collapse the views list and set it to auto-show
  • Click the arrow at the top of the views list.

Your list of views collapses.

To expand the views list and lock it

  1. Mouse over the collapsed views list to auto-show the list.
  2. Click the arrow at the top of the views list to lock it in place.

    The views list is locked in the expanded position.

Tracking your recently viewed tickets

You can see the last five tickets that you viewed by hovering over the +add tab in the top toolbar.

Note: The recently viewed tickets list disappears after 72 hours if there is no action taken on any of your tickets (including viewing and updating tickets).

Avoiding agent collision

You can tell if another agent is working on a ticket from views or directly in the ticket. This makes it easier to avoid potentially conflicting updates to tickets.

In views, an eye icon appears next to tickets that are being viewed by another agent. You can also hover over the ticket to see details:

In tickets, collision details appear in the upper left corner:

You can tell how each agent is interacting with the ticket from the formatting of their picture or by hovering over it with your mouse:
  • Agents outlined in blue are editing the ticket

  • Agents with regular pictures are viewing the ticket but not actively editing any fields.

  • Agents with dimmed pictures have the ticket open, but have navigated away from it.

You'll also see the agent collision message in the ticket summary pop-up that is displayed when you hover over a ticket in a view with your mouse.

Using the Play button

The Play button guides you through the available tickets in a view automatically. Press the Play button or icon to open the first ticket in the view. After addressing the ticket, click Submit to update it and automatically move to the next available ticket.

The next available ticket is the next ticket in the view according to the view's sort order (see Using views to manage ticket workflow) that you haven't already skipped and that no other agent is currently viewing. Views are also refreshed every five minutes, so you might see a ticket that wasn't part of the view when you started Play mode.

Depending on settings configured by your administrator, you might be automatically launched into Play mode when you select a view. For details, see Setting up Guided mode (Enterprise).

Note: The Play button is not available for Essential plans.

To open a view in Play mode

  1. Click the Views icon () in the sidebar and select a view.
  2. Click the Play button in the upper right hand to open the first ticket. Depending on your settings, you might be able to skip this step.

  3. The first available ticket in the view opens.
To update a ticket and move to the next one
  • Click Submit. The next available ticket opens automatically.
To keep a ticket open after you submit it
  • By default, the next available ticket opens when you click Submit. To stay on the ticket after submitting changes, click the menu from the left of the Submit button and select Stay on ticket.

    Change this option back to Next available ticket before submitting your final updates so you can move to the next available ticket.
To skip a ticket and move to the next one
  • Click Skip to move to the next ticket without making any changes to the current one.
  • Depending on your administrator-configured settings, you might also be required to enter a reason for skipping the ticket. Enter a reason in the window that appears and click Skip again.

Have more questions? Submit a request

Comments

  • 0

    I'm ready to delete my first agent. Can you direct me to the section in your help notes about implications of this. My main concern is lost history of tickets that are 'closed' assigned to them. They have no more open / pending or solved tickets assigned. What happens to the closed ones?

  • 0

    You can demote a login from "agent" to user. Just make sure the login (password) is blocked off (including changing the email address to a non-working one or something that redirects to you)

  • 0

    When I close a ticket I noticed that an e-mail is not sent.  I have looked in the settings and can not find a way that a closure e-mail would be enabled/disabled.

  • 0

    Ron,

    Tickets are closed via an automation after they are set to Solved. The default automation in Zendesk is called "Close ticket 4 days after status is set to solved". You can of course change the number of days before a ticket is closed if you like.  

  • 0

    Ok great Thanks Solved/Closed are entirely two different things apparently.  A lot to absorb on day one.  I thank you for your timely response!

  • 0

    HI Ron, I receive feedbacks(tickets) through an automated email address and not individually. So when I reply to each individual, to their private emails, they also get the automated email message as part of the reply. How can I remove that? Because in the email there are some that that we don't not want to share with the customers. 

    Looking forward to your feedback.

  • 0

    Hi Hagop: 

    It sounds like you're referring to the Notify requester or comment update trigger. You can disable this by clicking on the cog   and then navigating to Triggers. _Keep in mind that if you disable this, your end-users will _not receive an email update when you reply to the ticket via the web portal or from your inbox. 

  • 0

    Hello Justin,

    Thanks for the reply and for the useful information. Is there a way that I can edit the reply part? Because I don't want to remove it totally?

  • 0

    Absolutely! Just edit the trigger and modify the contents of the email body, under the Perform these actions section. 

  • 0

    OK! Thank you once again!

  • 0

    I've got a problem ticket & I'm trying to assign an incident to it. It wont allow me to add the ticket number. When I type in the ticket number I'm getting " - ".

    I've tried changing the ticket from question to incident & adding the problem ticket at the same time. I've also tried changing it to an incident, saving as open & then assigning it to the problem. Neither allows me to assign it. 

    Help! 

  • 0

    Hey Danna: 

    I've created a ticket for you -- we'll get it figured out! 

  • 0

    Are you able to resolve a ticket via email rather than having to access the web interface?

  • 0

    Absolutely, Tim! Check out the Mail API

  • 0

    Hi there, 

    I'd like to quote part of the customers ticket in the reply - mainly when they are asking many questions at once. 

    Is there a nice short cut to do this and to have it formatted nicely on their screen?

  • 0

    And is it possible to change the default status when closing a ticket? It is annoying to have to always select 'solved' (instead of open) when we are replying to a ticket. 

  • 0

    Hey Gareth: 

    There's no way to quote specific parts of a previous reply. However, you could use a placeholder to reference what was previously said. However, it's possible that your triggers already contain similar placeholders. It is currently not possible to change the default status, but you can use some keyboard shortcuts to make a quick status change! 

  • 0

    Hi. Is it possible to attach file for ticket. I don't see such field type when I create some extra field.

  • 0

    Hey Alexey: 

    Make sure Customers can attach files is enabled from Settings > Tickets. A link to upload and attach a file will be included on the new ticket form. Additionally, your end-users can attach a file via email when they use your support address. Zendesk will automatically convert those attachments and include them on the ticket. 

  • 0

    Thanks for answer, Justin.

    "Make sure Customers can attach files is enabled from Settings > Tickets"

    * Yes it set so

    * I can show you my settings, but in russian interface http://screencast.com/t/cF0ZnRF1WC

    * But we don't have a link to upload file in ticket form http://screencast.com/t/W9WFFKhFs - only video

  • 0

    Ah, the attachment option will be on the new ticket form, not in the Feedback tab pop-up. Sorry about the confusion. End-users can attach screencasts as you've shown. You'll find the file attachment option on the standard ticket form, as mentioned. 

  • 0

    Are you able using the syntax/template code to customize a notification email to show the following: your ticket is #3 of 5. etc? OR something similar? I see the option to display ticket id but not total ticket count or total tickets within a certain status.

  • 0

    Hey Scott: 

    I'm not aware of any custom code that would make that work. Additionally, we don't have any functions that would return that data when called, to my knowledge. 

  • 0

    hi,

    Zendesk team,

    i have a doubt as to why you are tracking the IP Address and Place of Origin of the tickets ? on clicking the events button

    i do not want my agents to see that info and be prejudiced while giving out service.

    is there any way i can hide them.?

    help me out 

  • 0

    We track that information because it's incredibly helpful for troubleshooting and for security reasons. There is no way to limit what is displayed in the events log -- sorry! 

  • 0

    Hi,

    Justin, Thanks for the reply.

    But could you please elaborate on the "Troubleshooting" ,"security" Reasons you've mentioned.

    And how is the Tracking ( and Display) of such user Info is going to help us in the above stated 2 reasons.

    Thank you.

  • 0

    The browser information is helpful if customers are having a hard time using your help desk, or using your service. It may also eliminate a step in the communication process because the information is readily available. The IP address and location are helpful if you ever run into identity or authenticity questions. It's also good to have a record of all ticket activities, like trigger notifications, group changes and so on. 

  • 0

    Is it possible to add a public update to a problem, which then updates all the assigned incidents and emails each user, please?

  • 0
  • 0

    that talks about solving, but not updating tickets or have I missed something, please?

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