As an agent, your primary responsibility is to solve your customers' support requests. To do that, you work with tickets, which can arrive in your Zendesk 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. The channels that your Zendesk supports are determined by the account owner or administrator who set up your Zendesk.
Depending on how your Zendesk manages the 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 Zendesk Administrator Guide).
This article covers the following topics:
- Viewing tickets
- Viewing keyboard shortcuts
- Knowing when other agents are viewing a ticket
- Adding comments to tickets
- Quickly assigning yourself to a ticket
- Changing the ticket's organization for requesters in multiple orgs (Plus and Enterprise)
- Viewing a ticket's events and notifications
- Asking for more information from the requester
- Asking for information from a third party
- Problem and incident tickets
- Solving a ticket and understanding how it is closed
- Managing tickets using email
All of the tickets in your Zendesk are listed in and are opened from views. Zendesk provides you with a standard set of views that organize tickets into lists based on a typical ticket workflow. For example, all of your new unassigned tickets are listed in the Unassigned tickets view.
An administrator can create new shared views (views that are visible to all agents) and edit the standard views provided by Zendesk. As an agent, you can create views for yourself so that you can organize your tickets according to your own criteria and preferences.
For detailed information about using and creating views, see Using views to manage ticket workflow.
Viewing keyboard shortcuts
There are several keyboard shortcuts you can use to navigate Zendesk and manage tickets.
To view the list of shortcuts, see Keyboard shortcuts.
You can also open a list of shortcuts from the menu beside your user profile icon.
Knowing when other agents are viewing a ticket
To help prevent more than one agent from working on a ticket at the same time, an alert appears in the ticket when you and someone else are simultaneously viewing a ticket. This feature, called agent collision, is available in the Plus and Enterprise versions of Zendesk and looks like this in the ticket.
Adding comments to tickets
Once a ticket has been created and it's been assigned to an agent, it's the agent's job to resolve the support request. To do that, you may need to gather more information from the requester. To communicate with the requester, you add public comments to the ticket. Public comments can be read by anyone who has access to the ticket.
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.
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.
To add a comment to a ticket
- Select a ticket.
- To enter a public comment, click Public reply or, to enter a private comment, click Internal note.
Zendesk Classic: If you want to make a comment private, deselect the option below the comment box.
- Enter your comment.
- Click Submit to update the ticket.
You cannot delete a comment after it is added to the ticket.
It's also possible to add a note to more than one ticket at a time by bulk updating tickets. See Bulk updating, deleting, and merging tickets.
Adding attachments to ticket comments
Comments can also contain file attachments. To attach one or more files to a comment, click Attach file.
- 1 MB for Starter
- 7 MB for Regular
- 20 MB for Plus and Enterprise
You cannot remove an attachment from a ticket after you have submitted the ticket.
The files you attach to the comment are added to the email notification message. If you make attachments private, only logged in users can view the files. If not, anyone with the link can view the attached file. For more information about making attachments private, see Working with attachments in tickets.
Changing a public comment to private
After you have submitted a ticket, you can change a public comment to private.
Agents can change only their own comments from public to private. Admins can change any public comment to private. You cannot however change the first comment in a ticket. This is the ticket description and it is always public.
- Open the ticket that contains the comment you want to change.
- Click Show all events in the comments section.
Zendesk Classic: Click the All events and notifications link in the comments section.
The ticket's events and notifications are displayed.
- Under the comment you want to change, click Make this comment private.
Quickly assigning yourself to a ticket
When viewing a ticket, you can quickly assign the ticket to yourself by clicking the Take it link, which appears above the Assignee field when you hover your mouse over it, as shown below. This ticket will be assigned to you when you submit the ticket.
If you're creating a ticket for yourself, leave the Requester field blank. The system will make you the requester when you submit the ticket. You might want to do this when you assign yourself Task-type tickets, for example.
If Auto-assign on solve is enabled, you can automatically assign a ticket to yourself when you solve it, if the ticket is not already assigned. For information, see Enabling auto-assign for agents on ticket solve in the Admin guide.
Changing the ticket's organization for requesters in multiple orgs (Plus and Enterprise)
On Plus and Enterprise, end-users can belong to multiple organizations. If a ticket's requester belongs to multiple organizations, the ticket can be assigned to any of the requester's organizations.
When a user who belongs to multiple organizations submits a ticket by email, it is assigned to their default organization. When the user creates a ticket in your Help Center, or when an agent creates a ticket on behalf of the user, the user or agent can select the organization for the ticket. You can change the organization for a ticket, if necessary.
When a requester is removed from an organization, any tickets associated with that user and that organization, will be assigned to the user's default organization if the user belongs to multiple organizations. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.
- When an organization is deleted, any tickets associated with the deleted organization will be assigned to the requester's default organization. If the organization that was deleted was the requester's default organization, one of the requester's other organizations will be promoted to default, then any working tickets will be associated with the requester's new default organization. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.
- In the ticket, click the current Organization, then select one of the requester's other organizations.
If the requester does not belong to multiple organizations you will not see the Organization field on the ticket. You can only choose an organization that the requester belongs to.
The organization for the ticket appears in the ticket and at the top of the ticket.
Viewing a ticket's events and notifications
Aside from the ticket field data described in About ticket fields above, every ticket contains comments and events and notifications. Comments are either public, meaning that the requester can see them, or private, meaning that only agents can see them.
A ticket's events and notifications capture important events in the lifecycle of the ticket and can help you more thoroughly track the updates that have occurred to the ticket and the communication that has occurred with the ticket requester.
To view a ticket's events and notifications
- Select a ticket and then click Show all events in the comments section.
The ticket's events and notifications appear. For more information, see Viewing a ticket's event log with Show all events.Zendesk Classic: To view events and notifications, select a ticket, then click the All events and notifications link.
Asking for more information from the requester
Many support issues require that you gather more information from the requester so that you have enough information to resolve the issue. You add public comments to the ticket, which are sent to the requester as email notifications. When you're waiting for a requester to provide you with more information, you set the ticket Status to Pending. Doing this indicates that the ticket, from your agent perspective, is on hold.
Then, you and other agents can view all pending tickets using the Pending tickets view. Also, it's a typical best practice to set up an automation that sends the requester an email some days after you set the ticket to Pending to remind them that their input is needed before their support request can be solved. Your automations are set up by administrators.
To set a ticket to Pending, just open it and change the status and then update the ticket.
When the requester responds and a new comment is added, the ticket status is automatically reset to Open. A ticket can be changed from Open to Pending and vice versa many times during the course of resolving the support issue.
Asking for information from a third party
If you need to get some information from a third party before you can provide the requester with a solution, you can use the On-hold status. This is an optional status and not available in your Zendesk unless an administrator has enabled it. Adding this status is described in Adding the On-hold ticket status to your Zendesk in the Zendesk Administrator Guide.
The On-hold status is similar to the Pending status in that you as an agent can't proceed with resolving the ticket until you receive more information from someone else. The On-hold status however is an internal status that the ticket requester never sees. While a ticket is set to On-hold, the requester sees the status as Open.
Problem and incident tickets
Incident tickets are used for occurrences of a problem that affects more than one person. For example, if the wireless network in an office stops working, the problem will probably generate several support requests. Instead of handling each ticket separately, create one ticket describing the problem and set the type to Problem. Next, link the incident tickets to the problem ticket. When you solve the problem ticket, all of the linked incident tickets are solved too.
For more information, see the following topics:
- Working with problem and incident tickets in the Agent Guide
- Streamline support using Problem and Incident tickets in our forums
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. 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. For example, perhaps the requester disagrees that their support issue was resolved or that something new occurred that invalidates the fix.
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. An administrator creates automations and determines just how long tickets remain in the solved state before they are closed. If an administrator deactivates the automations that close tickets, the tickets will be closed automatically 28 days after they're solved.
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 follow-up for a closed ticket. See Creating a follow-up 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. See Using views to manage ticket workflow.
You can delete closed tickets if you have permissions to delete tickets. Open each ticket and select the Ticket options arrow in the upper right, then select Delete.
You can't delete closed tickets in bulk in a view. However, an administrator can use the API to delete closed tickets in bulk. See Bulk deleting tickets in the REST API guide.
Managing tickets using email
In addition to using the user interface in Zendesk, you can manage tickets from your email inbox. For example, you can add a comment to a ticket by replying to a ticket email. You can also quickly triage tickets from your inbox by setting ticket properties in the emails' body.
You can set ticket properties when replying to ticket emails or when creating new tickets through email. Set the ticket properties by including commands at the top of the email body. For example, to open and assign a ticket to yourself, add the following commands at the beginning of the email body:
#status open #assignee email@example.com Hey Benson, sorry to hear you're having trouble...
For a list of commands, see Updating ticket properties from your inbox.