Zendesk for Website-Integrators

Integration requests from Support are now sent to the Integration Team through Zendesk. Integrators have their own Zendesk user for viewing, completing and closing out these tickets.

The login can be autofilled through Keeper. The integrations user uses the email integrators-zd@fareharbor.com. Make sure you use this user so that ticket tracking is accurate.

Navigating Zendesk

Once logged in, all open and new tickets can be viewed by clicking views on the left side column. The Views page is where integrators will spend most of their time. From here you can see all tickets that have been assigned to Integrations and need action. They are sorted by status and tier.

Click into a certain view to see the tickets that match that criteria, and click into a ticket to open it.

Anatomy of a Ticket

Zendesk tickets separate the window into three columns. The left column, center columns and bottom row are relevant for integrators.

Left Column

Contains important information about the ticket categorization and assignment.

Relevant Fields:

• Assignee: Designates who the ticket is assigned to. Tickets in the Integrators queue will initially be assigned to the Integrators. This field can be used to reroute the ticket to other teams / support agents if necessary.

• Ticket Category: Used for categorizing and reporting tickets. All tickets completed by integrators should be given the category “Integration_completed”. “Integrations_request” should be added before the ticket is assigned to integrators, but add it if it is missing.

• Support Support Name: Used to designate who completed the ticket. Assign this field to your name any time you complete or reroute a ticket to make sure you get credit.

Center Column

Contains all ticket history, correspondence with client and notes left.

At the bottom there is a large text field with tabs for Public Reply and Internal Note.

• Public Reply: used to write messages that will be sent to the client. On resubmit, any text within the public reply field will be sent to the client. Please note that since integrators are not client facing, they should not be sending public replies.
• Internal Note: Used to leave notes that will only be visible internally. Use this when leaving messages for other teams.

Clicking on the clock icon at the top right of the thread shows the events of the ticket. Events allow you to see how the ticket has been rerouted. Use this to see who assigned the ticket to the integrators.

Bottom Row

Has options for submitting tickets

Macros: Macros are pre written responses used to efficiently and appropriately follow up with clients. Integrators do not use macros themselves but ones they should be aware of are as follows:

• Back end Macro for submitting integrations ticket: Used by support to provide required information to the integrator. This should be used every time a ticket is assigned to integrations.
• Client-Facing Macro for Integrations Ticket: Used by support to request login information from client

Submit as: Allows you to publish a response, change the status and / or reassign a ticket. There are options for submit as open, pending, and solved. Depending on if Public Reply or Internal Note is selected, submitting will either send the reply or publish the note in the thread.

Double Ticket Process

In order for both integrators and support agents to get credit for the tickets they work on, we have set up a process in which both teams have a version of each ticket. When a client request for an integration change comes through support, the support agent will create a brand new ticket. On the new ticket, they will complete the macro, leave a link to the original ticket and assign over to integrators. They will then place the original ticket in their own pending queue while they wait for the integration request to be completed. When the integration request is completed, the integrator will leave a note on the original ticket that the request has been completed. The support agent and integrator are then free to close out their respective tickets.

Integrators Workflow in Zendesk

1. Start from the views page on the far left column.
2. Select an open or new ticket to work on, always complete higher tier tickets first.
3. After opening a ticket, assign your name in the Support Support Name field and submit as open. This will update the ticket to let other integrators know you are working on the ticket.
4. Reference the ticket details to address what changes need to be made. Support agents should be using a specific macro to give all of the request information. This should show up at the top in an internal note.
5. If possible, use the information provided by the support agent to make the requested changes.
6. If complete, follow the steps for closing the ticket. If incomplete, reassign appropriately. See following sections for instructions.

Getting More Information or sending back a request

If insufficient information is provided in a ticket, please leave feedback in an internal note on the original support ticket. Optionally leave a link to the integrator ticket to let the support agent know where to follow up. Reopen the support ticket and place your ticket in pending while you wait for more information. Do not reassign the integrator ticket to the support agent.

Times when its appropriate to reassign back to support:

No Macro: If the agent created a new ticket, but neglected to use the macro, reassign to the support agent and ask them to use the Macro.

Wrong team: In the case that the ticket is actually a dashboard or FH Sites request, leave an internal note and reassign to support.

Sent original ticket: If the agent didn’t follow the process, and instead reassigned a ticket directly from the client, send it back and ask them to follow the correct process.

Closing Tickets

If the ticket has been completed, you can now solve the ticket. To solve the ticket:

1. Ensure that Ticket Category and Support Support Name fields have been filled out. Ticket category should have the values “integration_request” and “integration_completed”. Support support name should have the integrator’s name. This information is all necessary for accurate reporting.
2. Navigate to the original support ticket provided on the macro. This ticket should be in the support agent’s pending queue. On the original ticket, leave an internal note that the request has been completed. Resubmit this ticket as open. The ticket will be reopened for the support agent to follow up.

3. Back on the integrator ticket, use the arrow next to the bottom right submit button to select “Submit as solved”. The ticket will be closed and removed from the Integrators queue.

   

FAQs:

What do the different ticket statuses mean?

• New: Untouched tickets sent straight from a support agent.
• Open: Tickets that have been responded to at least once. **
• Pending: Pending tickets are usually awaiting more information from the client. Once the client has responded, the ticket will be moved to Open.
• Solved:Completed tickets, these will not show up in the integrators queue.

If I can’t complete a ticket, what should I do?

• If a ticket cannot be solved, leave an internal note describing why. Reassign to the original support agent, (or a different team if appropriate) and submit the ticket as Open.

There is a high urgency ticket that I cannot complete, what should I do?

• If there is a high urgency or enterprise request that cannot be completed, it is advised to escalate to the Account Manager to make sure that action is taken quickly. In the account-management Slack room, use the workflow Support > AM. Fill in all required fields and describe what action needs to be taken by the Account Manager.

How do I know who to reassign a ticket to?

• If a ticket cannot be solved, use the “Events” view on the ticket to see who assigned it. Check Slack to see if they are online and working, if so, reassign it directly to them. If they are not, reassign to the general support group.

How do I make sure that I get credit for a ticket?

• As long as your name is assigned in the Support Support Name field, you will get credit once the ticket is solved.

A ticket I already completed has been reopened, what should I do?

• If the client responds to a completed ticket, it will reopen and be placed back in the queue. This should not happen as the integrators are not following up with the client directly.

The support agent did not use the required macro. What should I do?

• Support agents are required to use this macro, but sometimes they forget. To set a good precedent, these should always be sent back to the support agent. Let them know that we need them to follow the correct process. You can link this help page.

A support agent assigned over a client question to us that is inactionable. What should I do?

• In order to reduce stalled tickets, it is highly advisable that support agents ask questions using the Support – Question workflow in the #website-integrations channel. If possible, provide the correct answer in an internal note, and reassign over to the support agent while reinforcing that Zendesk should not be used to ask us questions.