Zendesk Ticket SOP

This article will instruct Customer Experience Specialists on how to review Zendesk tickets and provide an SOP to come to a solution on each request. 

Zendesk Location: 

To access tickets requests that are housed inside of Zendesk please click the following link. 

How to Assign Yourself Tickets

As a way to ensure that specialists are not working on the same tickets take the following steps to assign the ticket into your name: 

  • Once logged into Zendek, select the “Views” icon on the left side of the page 
  • Select “Unassigned Tickets” under the view list
  • All the unassigned tickets will now show
  • Select the checkbox next to each of the tickets you would like to take 
  • At the top right corner, select “Edit 3 Tickets”
  • Select Internal Note (This ensures the users doesn’t get sent a message)
  • Select “Take it” 
  • Select Submit

You’re done the tickets should now appear in your view named “My Unsolved Tickets” 

Ticket Review Steps

  • After you have assigned the tickets into your name select “My Unsolved Tickets” to access all the tickets assigned in your name 
  • In this view select one of the tickets 
  • Review the comments left by the user that submitted the request. 

See example below:

    • Name: Quinn Denter 
    • Email: qdenter@deseretdigital.com
    • Support Issues: Can't post a listing, Other
    • Comment: I just went to list my vehicle to sell and it says it’s already in use? Can you please help me with this?

  • You can also review the following resources to gain insights into finding a solution
    • OSS 
    • Guide 
    • Sift 
    • Salesforce 
  • After identifying the solution to the users' request, navigate back to Zendesk. (Utilize guide for additional articles on common requests and solutions) 
  • Inside of the ticket select “ Public Reply” and type inside of the text box, the correspondence you need to send to the user. You may come across tickets that are commonly received. In these situations, we usually have pre-built responses to assist you called "Macros".
  • Prior to sending the user communication fill out all of the following ticket fields:
    • Assignee: If not already in your name put it into your name 
    • Form: CX
    • Type: Question
    • Source: Input web, app or not defined depending on the request type
    • Category: This is depending on the request type and vertical it is associated with (If you have any questions please ask management for assistance in assigning this field) 
    • Priority: Normal (In the future this section will be built out further) 
    • Notes: Input MID associated with User
  • After everything is updated at the bottom right corner of the ticket select arrow and select one of the following options:
    • Submit as Open: Utilize this status if additional correspondence is required for this ticket request
    • Submit as Solved: Utilize this status if no additional correspondence is required and the issue is resolved.
  • Go to the user's account in OSS and select “Add New Entry” and input the notation template information housed below in “Account Notation and Tracking” 

You're done!  Great work! 


Common Trends (Please see guide articles for solutions to each of these request types) 

  • Users requesting help when their account has been suspended
  • Users who can’t access their account because they forgot their password 
  • Users needing help to post a listing in services 
  • Featured dates not attaching on users listings 
  • Users getting the VIN already in use error (VIN tied to paying dealer account) 
  • Users getting the VIN already In use error (Stub listing on User account)
  • Users requesting access to listings or accounts not owned by requester

Pending and Follow up requirements 

In the case that a customer experience specialist is unable to close to ticket due to needing additional information from the user, or due to internal barriers, the support specialist that owns that ticket must complete the following:

  • Reach out to the user and updates of the request every 24-48 hours 
  •  In the case the user is unresponsive to our requests, please make 2 attempts before closing at the ticket
  • An email informing the customer that the ticket is being closed must be sent to the user, upon reception of the requested information we will reopen the ticket. 


Account Notation and Tracking

At the closure of any ticket request via Zendesk, OSS notes sections must be updated with the following details: 

  • Issue:
  • Resolution:
  • Next Steps 
  • Copy listing 

Proper notation and tracking will give a full account understanding of previous interactions and/or issues for all future interactions with that user. 

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