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  • Lesson 1: From support requests to tickets

    Regardless of the type of customer support you provide, the one constant for all support organizations is that customers seek you out to help them resolve their issues. Here are some of the options that your customers have for contacting you:

    • Send an email
    • Fill out a support request form in your Zendesk support portal
    • Fill out a support request form on your own web site
    • Call you on the telephone
    • Text chat with you
    • Send you a tweet
    • Post on your Facebook wall
    • Post on twitter

    All of these communication options are referred to as channels in Zendesk. You decide what channels you want to enable in your Zendesk and how your customers can reach you.

Tips: you can filter the files in the trash by entering keywords in the search bar before clicking on "Search in current library trash".

 

Important: you can filter the files in the trash by entering keywords in the search bar before clicking on "Search in current library trash".

 

Note: you can filter the files in the trash by entering keywords in the search bar before clicking on "Search in current library trash".

  • you can filter the files in the trash by entering keywords in the search bar before clicking on "Search in current library trash".

  • you can filter the files in the trash by entering keywords in the search bar before clicking on "Search in current library trash".

     

     

 

 https://www.google.com

  • Try it yourself: Create a ticket now

    If you've already set up your trial account, you can create a test ticket right now and start testing out your Zendesk and see what a typical ticket looks like.

  • Anatomy of a ticket

    With your new ticket open in front of you, you can see that the support request you submitted earlier is the first comment on this ticket. Above that you see that a new empty comment is open and ready for you (as the agent) to enter a response. 

 

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