1. Create a ticket

    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.

    1. Log in to your Zendesk account, then click the Views icon in the sidebar.
    2. You’ll find your new ticket in the Unassigned Tickets view. Click the title of that view.
    3. Click the title of the new ticket to open it.

    In the next step we’ll take a look at some of the actions that you can take on a ticket.

  2. Assign a ticket to yourself

    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:

    1. 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.

    2. 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.

    3. 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.

  3. Understand the ticket life cycle

    Each ticket has a life cycle. In other words, the stages it goes through as it arrives in Zendesk Support until it is solved.

    Ticket statuses

    Here are the typical stages:

    • When a request arrives in Zendesk it becomes a ticket and is automatically set to New.
    • When an agent is assigned to the ticket, the ticket is automatically set to Open.
    • If the agent has a follow up question for the customer, the agent will set the ticket to Pending, which means that they’re waiting for more information from the customer.
    • If the agent is reliant upon a third-party to make progress, they can set the ticket to On-hold.
    • When the agent resolves the issue, they will set the ticket to Solved.

    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.