Zendesk Ticket

What A Zendesk Ticket Looks Like

Clicking on ‘+Add’ will open up a new ticket which will be covered in the following steps:

After clicking Add, your screen will populate the below image
Subject - The subject of the email
Public Reply is used to respond to customer’s and Internal Note is used for internal escalations to a different department (A customer cannot see these responses).
The font can be adjusted with boldness, underlining, and size. Keep in mind it is required to be presentable as a professional. Attachments can also be added and sent to the requester.

Brand - The brand/group brand in which the ticket will be categorized under eg. Takealot, Superbalist, FNB or Mr D Food.
Requester - The person which either called, emailed with their query or the person you’re sending an email to
Assignee - Whom the ticket is assigned to
Form - The only form that should be selected is Customer Request
Ticket Origin - The origin of the ticket; where it resonated from.
Apply Macro - Pre-written templates which can be used to send to a customer.
Submit - There are five ways of submitting a ticket.

In-Depth

Group Brands

Each Brand has relevant Forms and Classifications. The following are the brands which fall under the Takealot Groups:

Requester VS Assignee

Requester - The individual requesting assistance, service or action. Usually, the customer but could also be internal colleagues.
Assignee - The individual who has been assigned the ticket to resolve the query or assist with resolving.

Macros

What are Macros?

Macros are pre-written response templates which have been created for specific queries.

It also contains email formats that can be used and adjusted to respond to a customer.

How does it work?

Agents may search for keywords relating to the specific template that they would like to use. This should populate the options and select from there.

How does it look?

How to request updates to existing or new Macros

The updated or existing Macro can be sent to a Team Leader or those with Management Access to review and uploaded if approved.

Ticket Creation and Completion

Select the brand of which Takealot Group the ticket will be submitted as.
Add the customer’s email address in the Requester field and assign the ticket to yourself.
Start with completing the Zendesk Forms which is located on the left side of the screen.
Enter a subject line (can be found above the Public Reply section and Internal Reply) which can be either a query type (what the query is regarding), Order ID, Return Reference Number, MDX number.
Type out the email to be sent to a customer or use one of the pre-written texts under Apply Macro. Ensure the email structure is presentable and professional. NB: There is no need to add your name and surname at the end of the email as Zendesk automatically populates that for you when the email is sent.
Submit the email ticket.

Searching a ticket

Agents are able to search for a ticket using customer details by clicking on the search bar and entering the details to be searched.
After searching for the details, the tickets related will populate with a brief description of the Subject, Requested Date and Time, Updated (when the last change was made on the ticket), Requester (the person requesting the service assistance is) and Group (which group the ticket belongs to)
After locating the ticket, the agent can click on the relevant ticket to open it and read through any correspondence that has been taking place.

Once the ticket is located, the user can open the ticket and start to update it or respond.

This is a quick and easy way to locate tickets that have left the user’s assigned box.

Zendesk Statuses

New - A ticket that has been recently submitted by a customer and has not been assigned nor any action taken on the ticket.
Open - The ticket has been assigned and is still in the process of being resolved by the Help Desk agent.
Pending - The ticket is waiting for a response for further information from the customer to take action.
On-Hold - The ticket is waiting for a response/assistance from internal Help Desk
Solved - The customer query has been resolved.