Regardless of the type of customer support you provide, the one constant for all support organizations is that customers seek you out to help them resolve their issues. Here are some of the options that your customers have for contacting you:
All of these communication options are referred to as channels. You decide what channels you want to enable in your Zendesk account and how your customers can reach you.
You can open even more ways of communicating with your customers by adding apps to your account. These give you additional functionality and connect you with many popular internet products and services such as Salesforce, JIRA, and SugarCRM.
All support requests, from all channels, become Zendesk Support tickets. Tickets capture your customer’s initial request for support and all the conversations your agents have with the customer along the way to solving their support issue.
If you’ve already set up your trial account, you can create a test ticket right now, start testing out Zendesk Support, and see what a typical ticket looks like.
We’ll take a look at all the components of a ticket on the next page.
If you want to try assigning and opening a ticket, follow these steps:
After a ticket is assigned to an agent, they’ll work to solve the ticket and ensure that the customer is happy. Some tickets can be solved with a simple standard response for a common issue such as resetting a password. Other issues that are more complex may require research, collaboration with other agents or people within your company, or gathering more information from the customer.
Tickets can be assigned both manually and automatically. You can manually assign a ticket to yourself or to another agent, allow agents to assign themselves to tickets, or you can set up Zendesk Support to automatically assign tickets to a group or specific agent.
You’ll most likely set up a mix of both manual and automatic ticket assignment. Some larger support teams delegate management of their ticket queue to a support lead or manager and those people assign tickets to agents.
Each ticket has a life cycle. In other words, the stages it goes through as it arrives in Zendesk Support until it is solved.
Here are the typical stages:
Agents expect that when they set a ticket to solved the customer’s issue has been resolved and the conversation around that particular issue is over. However, if the customer doesn’t feel the same way, they can respond back to the agent by replying to the “ticket solved” email notification. When this happens, the ticket is reopened and it’s the agent’s job to follow up and go through the ticket lifecycle again.