Zendesk User Guide - Agent

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Zendesk Login

Zendesk Views

Zendesk Ticket Fields

Zendesk Agent Profile, Products, and Search Feature

Zendesk Sending a ticket to other Internal Users

Zendesk Create New Ticket

Zendesk Organizations

Zendesk End-Users (Clients)

Zendesk Apps- User Profile, Knowledge Center, Apps

Zendesk App Escalator (Sub-tickets)

Zendesk Do Not Notify, Do Not Notify Survey, Do Not Notify Received Request

 

Logging In

Initial Login - There is a one time registration process to complete for your first log in to Zendesk, review the steps below:

  • Once you are added to Zendesk as a user, you will receive the following email. Click on the link to accept the invitation and create a password. 

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  • Once you verify your account and create a password, you will now log in. Enter your Inova email and the password you just created.

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  • You will then be prompted to set up 2-factor authentication
    • 'Use mobile app'- this is done through the Google Authenticator App
    • 'Use SMS'- this is done with a text message

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After your initial login, you will go to https://payrolllink.zendesk.com and select 'Sign In' from the top right

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  • Once the login is successful, you will see your name appear in the top right corner of the Help Center, click the Zendesk Products icon mceclip2.png next to your profile to access the 'Support' Center (aka Agent Workspace).
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  • To access tickets (aka emails), click the Views icon mceclip4.png on the left side menu
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Troubleshooting Login Issues

  • Error Message, "Forbidden : Invalid Authenticity Token"
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        • Go into your browser settings and select the option to 'Clear Cache/Clear Data'
        • Close the browser and attempt to log in again
        • If the error continues, try using a different browser from your default

 

 

Views

All ticket activity for your assigned Groups can be accessed from this 'Views' mceclip4.png section of the menu. By default you will have access to Your Assigned and Unsolved Tickets, Your Solved Tickets, and Suspended Tickets views, however your list of views will grow depending on the Groups you are included in. If you are not seeing a Group you should have access to, reach out to your Manager.

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View Queues

  • Your Assigned & Unsolved Tickets - This queue will display all open, pending, and new tickets that have you selected as the 'Assignee'. These are tickets you are actively working on (Open mceclip7.pngstatus), tickets waiting on a client response/due date (Pending mceclip8.png status), or tickets you have not yet reviewed (New mceclip9.png  status).
  • Your Solved Tickets - This queue will display all tickets you have closed by selecting 'Submit As Solved' on the ticket. Tickets from this queue will automatically go from the Solved mceclip10.png status to an Open mceclip7.png status and be routed to the Your Assigned & Unsolved Tickets queue, if a client responds after 'Submit As Solved' has been selected.
  • Suspended Tickets - This queue will display all tickets identified as "Spam/Trash" by Zendesk's filters. From this queue the tickets can be 'Recovered' if they were incorrectly identified or will be permanently deleted after 14 days automatically (if not recovered).
        • To recover a ticket:
            • Review the 'Cause of Suspension' column for the reason this ticket/email was suspended
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            • Click on the ticket in the list to review it in it's entirety to ensure this is not spam/trash
            • Click the dropdown at the bottom for 'Recover Automatically' this will remove just this ticket individually from the Suspended Tickets queue, mark it as a New mceclip9.png status, and will place the ticket in the appropriate queue as unassigned (based on who the email was addressed "To") 
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  • Group Ticket Queues - These queues will display all the tickets that have been assigned to a specific Group. This is where new tickets will be selected by each Group member to work on.
        • These tickets can be automatically assigned to a Group based on the "To" field of the email (i.e. all emails sent to the "hcmsupport40@inovapayroll.com" email address will be routed to the "HCMSupport40" Group queue) or based on the Group/Internal User manually selected under the 'Assignee' ticket field (i.e. if a ticket is assigned to "John Smith" under his HCMSupport40 Group it will only appear under John's assigned tickets or the HCMSupport40 Group queue). 
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Tickets

Overview of Ticket Fields 

  • Requester - This is the 'End User' who will receive an email when a 'Public Reply' is submitted. This can be changed throughout the duration of the ticket, by default it will first display who originally sent in the email. This 'User' should be linked to an 'Organization' to have the ticket filed away under the appropriate company's history.
        • To change the Requester:
            • Click into the field and type in the contact's name, a list of all authorized account contacts meeting that search will be available to select from. Choose the appropriate contact you want be the new 'Requester'
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            • If the contact is not listed, reach out to your Manager for assistance (a 'User' may need to be added for the missing contact)
  • Assignee - This is the 'Internal User' who the ticket belongs to. By default it will be assigned to the Group the email was sent to, each Internal User within the Group will click 'Take It' to assign the ticket to themselves and begin working on the requested task.
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  • CCs - This will list any CCs attached in the original email, you can also add 'External Users' that need to be included in a copy of the ticket thread. You cannot include other 'Internal Users' within Zendesk as a CC, they would need to be assigned a sub ticket or be entered as the 'Assignee' of the current ticket (depending on what needs to be accomplished). 
        • To add a CC:
            • Click into the field and type in the contact's name, a list of all authorized account contacts meeting that search will be available to select from. Choose the appropriate contact(s) you want to include
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  • Tags - These will be automatically assigned once the User/Organization is identified, no tags need to be manually selected.
  • Ticket Type - This field is required on ALL tickets. Select from the list the most appropriate reason for the ticket (i.e. Report Request, Payroll Question, Tax Notice, etc). Type into the field to search the types by name or select the dropdown to choose a type from the list
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  • Type - This will only be used to have a pended ticket automatically re-opened based on the 'Due Date' selected. Tickets in the Pending mceclip8.png status will only re-open automatically 3 days following "Submit As Pending" being selected the first time, once several threads have been entered on the ticket the Pending mceclip8.png status will only re-open when a client responds. 

 

How to "Take" tickets

  • New tickets will automatically be routed to the Groups views under a ticket status of New mceclip9.png, click on one of the tickets from the view list
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  • On the right side, click the hyperlink Take It, this will assign the ticket to you as the Internal User
  • Select 'Submit As Open' from the dropdown list at the bottom of the ticket, this will refresh the ticket status to change from New mceclip9.png to Open mceclip7.png and remove it from the available queue to ensure others are not working on the same ticket at the same time
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  • This ticket is now assigned to you and will appear in both the Your Assigned & Unsolved Tickets view and the Group Ticket Queues view but assigned to you

 

Responding on a Ticket

  • Open the ticket you need to send a response on
  • At the bottom, select the dropdown option 'Public Reply'
  • Type your out going message in the white box along the bottom
  • Once your message is complete, select the appropriate "Submit As" option at the bottom to send this message to the 'Requester' and 'CCs' included on the ticket
  • Signatures will be automatically applied once a "Submit As" option is selected, your message will move from the bottom as a draft and will be sent to the client and included in the above thread

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Sending a ticket to other Internal Users

  • Enter an Internal Note addressing the Internal User along with a detailed description on what you need that User to review/assist with on the ticket
  • Update the 'Assignee' from being yourself to being the Internal user you entered the note for (keep the 'Requester' as the client so the ticket will remain with the Organization and so the Internal User can identify which Organization to review)
  • Select 'Submit as Open' to send the ticket to another Internal Usermceclip2.png
  • Once that Internal User reviews your note, they will leave another Internal Note back to you with their findings, change the 'Assignee' back to you, and 'Submit as Open' to send the ticket back to you
  • Continue this process for any other Internal Users needing to review/assist with the ticket
  • Having a trail of Internal Notes along with each User helps to review the history of the ticket and who has touched it along the waymceclip3.png

 

 

Creating a Brand New Ticket - This is how you will send outgoing emails from Zendesk

  • At the top, hover over the option '+ Add' then select 'Ticket' from the list of options
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  • Select the 'Requester' this ticket needs to be linked to, this is who will receive the email being sent
      • Only External Users can be entered as a 'Requester', this includes the Tax, Accounting, HR, and TLM departments currently
      • Internal Users (those with an account in Zendesk) cannot be selected as a 'Requester'
  • Click the hyperlink Take It in the 'Assignee' field to automatically assign yourself the ticket
      • If this ticket needs to be assigned to another Internal User to complete the task, select them from the dropdown list
  • Review the 'Organization' field to ensure the correct company is selected, click the dropdown to select from a list of companies the External User under the 'Requester' belongs to
      • If the 'Requester' does not belong to multiple Organizations, this field will not appear
  • Select the appropriate 'Ticket Type' from the dropdown list, this is what this ticket is in relation to (Report Request, Question, 1095 Correction, etc)
  • Enter a 'Subject' along the top, be as descriptive as possible to assist with reviewing historical tickets in the future
  • Select 'Public Reply' along the bottom and enter your message within the 'Public Reply' box along the bottom
  • Signatures will be automatically applied once a "Submit As" option is selected, your message will move from the bottom as a draft and will be sent to the client and included in the thread once a "Submit As" option is selected and the above mentioned fields are entered

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Pending a ticket with a 'Due Date'

  • Select 'Task' from the Type dropdown
  • Enter or select a Due Date of when the ticket should be re-opened to follow back up with the client
  • Select 'Submit as Pending' on the ticket
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  • This will change the ticket to a Pending mceclip8.png status and on the 'Due Date' the ticket will automatically be moved to the Open mceclip7.png status to be reviewed

 

 

Asking Questions on a Ticket:

  • Send your Manager a message on Zoom chat referencing the ticket # for them to review. Be sure to include a brief explanation on what you have attempted so far, where you are lost, and what exactly you need assistance with. Do not just send a ticket # with no explanation. 
        • The ticket # can be found at the top of each ticket or within the 'ID' field of the ticket views
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            • Your Manager can leave an Internal Note, screenshots, attachments, etc to provide instructions on how to move forward on the ticket

 

Agent Profile, Products, and Search Feature

 

To update your Signature/Time Zone:

  • Click on your initials/icon in the top right then select 'View Profile'
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  • Under your profile, click into the 'Signature' field to update your signature
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  • Under your profile, select your Time zone from the drop-down
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Users

 

Merging Duplicate Users

  • Zendesk will automatically create a new User when a ticket is created from an email address not attached to a current User (i.e. if a client sends in an email from their personal @gmail.com address rather than their company email address)
      • From the User, select the caret dropdown mceclip3.png in the upper right corner of the ticket, then click the option 'Merge Into Another User'
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      • A sub window will allow you to search for the other User by name, then click 'Merge' to connect both email addresses to the same User
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          • Note: When merging Users, only 1 email address can receive notifications per User, meaning if additional emails are added to a User only the 'Primary Email' will receive the 'Public Reply' from the Zendesk ticket
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Adding a New User to Zendesk

  • At the top, hover over the option '+ Add' then select 'User' from the list of options
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  • Enter the Name and Email for this new User, for the User Type select 'End User', and click 'Add'
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      • If the email address is already attached to a User an error message "Email is already in use" will populate, cancel out of the Add new user screen and search for that email address using the search option along the top 2022-09-28_10h43_02.png then follow the remaining instructions 
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  • Once the User is added, attach the User to their Organization using the option '+Add Organization
  • Update all applicable fields for this User:
      • Check the option for Active Client Contact
      • Check the option for Authorized
      • Enter their TitleCell, Direct Line, Fax, and Other Phone with what information you have
      • Select the Payroll System and/or TLM System the Organization is on mceclip1.png

 

Updating an Existing User (Attaching To An Organization)

  • When an External User sends in an email to an @inovapayroll.com Agent email address, if that User is not attached to an Organization the label "(create)" displays under the Organization
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  • Click on the User's name at the top of the ticket, then select '+ Add Organization' to choose the Organization to be attached to the User. You can type in the company name to filter through the list
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  • Once the Organization is selected under the User, this will link all tickets sent in from that User to their Organization and update the existing ticket to be linked to that Organization
      • Note: You will also need to add this User under the Organization field 'All Other Authorized Users' (see instructions below under Updating An Organization
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  • Multiple Organizations can be attached to a User by continuing to select '+ Add Organization' and choosing the appropriate companies from the list. 
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    • When a User is attached to more than one Organization, the ticket will have a dropdown field 'Organization' to select which company this specific ticket belongs to
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Organizations

Reach out to your Manager via Zoom chat if the Organization fields need something updated.

 

The Organization provides a snapshot of the company's information including the Authorized Users, Company ID (aka Short Name), CSR responsible, Account Type (Single EIN, Multi EIN, or Parent Holding), Related Companies, Payroll System (Evolution or UKG Ready), etc

 

Apps

Zendesk Apps- User Profile, Knowledge Center, Apps

 

Creating a Sub-Ticket (Escalator App)

This is how you will reach out to other departments that are not Internal Users in Zendesk. Here are a couple common scenarios for Sub Tickets:

  1. If a client sends in a tax notice, the attachment can be emailed off in a Sub Ticket to the Tax Department since they are not an Internal User in Zendesk currently (this is the same for the HR, TLM, and Accounting departments)
        • On the original ticket, select the dropdown for '+ Add' in the Escalator app
        • Select the option 'New Ticket (Copy Fields)'
        • This will open a sub window to select which comments/attachments/screenshots from the original ticket that you want to copy into the new Sub Ticket, in this case you would select at least the tax notice attachment
        • In the 'Requester' field enter the "@inovapayroll.com" email address for the applicable department you are trying to reach (i.e. Enter "taxsupport40@inovapayroll.com")
        • In the 'Assignee' field ensure you are assigned
        • Select the appropriate 'Ticket Type' from the dropdown, in this case you would select "Tax Notice"
        • Re-name the Subject along the top with a descriptive title of what this ticket is regarding. Try including things like the document type, company name, and tax quarter/year. In this case you would enter "Tax Notice For Welburn Management 2Q22" 
        • At the bottom select "Public Reply" and enter your message for the tax department. Include any questions you need answers and any additional screenshots or attachments necessary
        • Once all the above items are selected, choose the appropriate "Submit As" option along the bottom to send this message/ticket
        • When the tax department responds the ticket will change to an Openmceclip7.png status and their message will appear as another comment in the thread, the ticket can be updated to 'Submit As Solved' once the tax department has answered all your questions
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        • On the Sub Ticket it will now display the original ticket link as the "Parent Ticket" under the Escalator app. The "Parent" or original ticket will also be linked to the Sub Ticket
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  2. If clients send in multiple requests on the same ticket thread, comments/attachments/screenshots can be copied from the original ticket or a new internal note summarizing the request can be entered on a Sub Ticket. This will link the two tickets for historical review, but will allow for separate threads to be recorded for each issue
        • On the original ticket, select the dropdown for '+ Add' in the Escalator app
        • Select the option 'New Ticket (Copy Fields)'
        • This will open a sub window to select which comments/attachments/screenshots from the original ticket that you want to copy into the new Sub Ticket, you can also select 'Cancel' and just enter an "Internal Note" summarizing what the Sub Ticket is being created for
        • In the 'Requester' field attach the External User or company contact that needs to be linked to this Sub Ticket, should generally be the same 'Requester' from the original ticket
        • In the 'Assignee' field select the Internal User that needs to work on this additional item (this should be someone other than yourself)
        • Select the appropriate 'Ticket Type' from the dropdown,
        • Re-name the Subject along the top with a descriptive title of what this ticket is regarding
        • At the bottom, select "Internal Note" to enter comments/notes on what this Sub Ticket is being created for. Since this is not an email that needs to be sent to the client in this case we are using an "Internal Comment" but if you need to send this email to a separate External User or email the client to start the ticket a "Public Reply" can be used
            • Additional attachments and screenshots can also be included with this Internal/Public comment
        • Once all the above items are selected, choose the appropriate "Submit As" option along the bottom to create this Sub Ticket

Zendesk Do Not Notify, Do Not Notify Survey, Do Not Notify Received Request

  • Do Not Notify Survey

    • To remove an account from receiving surveys, click the box title "Do Not Notify Survey" in the Account tab.
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  • Do Not Notify Received Request

    • To remove an account from receiving surveys, click the box title "Do Not Notify Received Request" in the Account tab.
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  • Do Not Notify
    • To stop a ticket notifying the end user, click the box title "Do No Notify" in the ticket tab. Please note: The ticket has to be Submitted as Open, Pending, or Solved.
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