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.
In the next step we’ll take a look at some of the actions that you can take on a ticket.
As an agent within Zendesk you can assign a ticket to yourself for followup in the future. If you want to try assigning and opening a ticket, follow these steps:
Open the ticket you created, click the down arrow next to the Assignee field and select your name. Alternatively, to save searching for your name, click take it next to the Assignee field.
You can also set the Type and Priority fields. Each are drop-down lists with pre-defined options. Set Type to Problem and Priority to Normal.
To save these changes click the Submit as new button on the bottom right of the page. When you assign a ticket to an agent, it is automatically set to Open.
Once you’ve assigned a ticket to yourself you should 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.
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. After a certain number of days, the ticket will be automatically Closed and archived.