Logging into Zendesk
As a first time user, you would need to ensure that you have been provided with Zendesk access as only those with access will be able to log in. To access Zendesk, you will need to log in using your Takealot email address credentials using this link below:
You will be prompted to enter the email address and password allocated to you, and for new users, you may also be requested to enter the Gmail verification code sent to your cell phone.
If you do not have the required access or have entered the incorrect email credentials, you will receive an ‘Access Denied’ error message. If you receive this message, ask your colleague to see if they are able to assign a Zendesk ticket to you.
If they can find your name in the Assignee field, you do have access, therefore, you need to clear your browser history and log in again. If they cannot find your name, ask your Trainer or Team Leader or 2iC to request Zendesk access on your behalf.
Once you have logged in successfully, you will be redirected to the Zendesk Dashboard/Homepage.
Zendesk Dashboard/Home Page
This page is where you will be able to access all the relevant tools you require to assist customers effectively. You will be presented with icons which will assist you in toggling to various pages, dependant on which task you need to perform. Below is a list of the icons you will see and the functions they perform.
Here, you are able to view a brief summary of your weekly and monthly stats, and you will see a list of any updates made on tickets you have worked on previously.
You will also get a list of all tickets that require your attention. These are tickets that have been assigned to you, and also tickets that appear in Personal Views that you have created.
Here, you will have a list of views with all the tickets accessible to you. The first view will be the ‘My Unsolved Tickets’ view which will have all the tickets that have been assigned to you directly.
The rest of the views contain tickets that have been assigned to your Zendesk Group.
On this page, you will be able to access the reporting page called Insights. You will have access to various reporting dashboards where users can view and retrieve their productivity stats.