Zendesk User Manual

Topics

1. Home View

2. Agent Ticket view

3. Admin Center view

4. Adding a new end user

5. Adding a staff member

6. Adding a new ticket

7. Adding a light agent

8. Replying to customers through tickets

9. Adding internal notes to notify light agents

10. Adding Macros to tickets

11. Searching for Tickets in Zendesk

12. Adding a customized user field to the ticket

Topic 1: Homepage View

Login Credentials:
Link :https://houseofwisdom.zendesk.com/admin/home
Username: [email protected]
Password : 28aDPAnc2JH42W

1. When we login to Zendesk with the above credentials, the below Home screen is
displayed.

This is the agent dashboard that is first open. Here, the following details are displayed:

a. Dashboard: The updates and conversations to the recent tickets are displayed here.
b. Open Tickets: All the tickets that are currently open and need to be worked on are
displayed.
c. Tickets requiring attention: All the ticket status, id, Subject, Requestor, Requester
Updated, Group and Assignee can be viewed here for the tickets accumulated. We can
choose from these tickets and work accordingly.

Note : All the open tickets are marked in red.

All the new tickets are marked in yellow.
All the pending tickets are marked in blue.
Topic 2: Agent Ticket View

1. To Go to Agent Ticket View, we click on Views button at the left hand side bar. (Second
option below Home button). It looks like a document as an icon.

2. On the left hand side, you can see the various views for the tickets along with the
numbers for each view. But the focus should be on the views below.
a. Web Service Tickets: These tickets are sourced from the House of wisdom website’s
Contact us page. Every request, incident raised through Contact Us page will be moved
to Web Service tickets.

b. Email Tickets: These tickets are sourced from the inbox

[email protected]. (This can be ignored for now)

c. Zendesk tickets: Tickets created directly in Zendesk can be found here.

d. Open tickets: Tickets that are in open status and need attention will be found here.

e. Pending tickets: Tickets that are in pending status and need to be resolved are found
here.

Topic 3: Admin Center View

 1. To Go to Admin Center View, we click on the Zendesk Products button at the top right
hand side bar near the question symbol and choose Admin Center from below. It looks
like 4 boxes or the Windows option as an icon.

2. This is the Admin Center Homepage. Any modifications that need to be made are done
here.

Topic 4: Adding a new end user

1. Go to Agent Homepage and click on + Add symbol and click on User on the top left
beside the vertical menu bar to create a new user.

2. The new user form will be displayed.

Here we add user’s Name, Email and select User type as End user and click on Add
button.

3. Once we click on Add, the user profile will be created as below:

We can add a new ticket for the user by clicking on +New Ticket as marked in the image above.

4. We can also do the following with the drop-down next to the New Ticket button.

a. Merge into another user

b. Suspend access
c. Assume identity
d. Delete

Topic 5: Adding a staff member

There are 2 ways to add a new staff member.

First way (if the new staff member’s email address is not previously saved in the system)

1. Go to Agent Homepage and click on + Add symbol and click on User on the top left
beside the vertical menu bar to create a new user.

2. The new user form will be displayed. Here,

a. We add user’s Name and Email
b. Select User type as Staff Member
c. Select Role as Light Agent and click on Add button.

3. The staff member profile will be created as follows.

Second way (if the new staff member’s email address is previously saved in the system)

1. Go to Customer’s page (3rd option in left hand side menu bar) in the Agent View
Homepage.
2. Search for the staff member’s email id. And click on the user that matches the
description.

3. Once the user profile opens up, on the left hand side, Click on User type and select staff
member which will be the end user by default. A pop up comes up asking if we want to
upgrade the user. We click on Yes, upgrade the user button and the user changes to
Staff Member.
Topic 6 :Adding a new ticket
 1. Go to Agent Homepage and click on + Add symbol and click on Ticket on the top left
beside the vertical menu bar to create a new ticket.

2. We add the following:

a. Ticket Subject line : To identify the ticket
b. Ticket description: Describe the ticket.
c. Requester : We can search for already present users in the system by typing in their
name or email. We can also add a new user by clicking on +add user option in the same
text box.
d. Fow now we can ignore Assignee (once we have the individual licenses, this will be
taken care of)
e. Followers are for those that we add Internal notes to know what’s happening in the ticket
or when we need their assistance in the ticket.
f. Ignore Tags for now.
g. Type is Question, Incident, Problem , Task (we can choose accordingly)
h. Priority is Low, Normal, High, Urgent (we can choose accordingly)
i. Resolution is In queue, In progress, Resolved, Not Resolved (we can choose
accordingly)
j. Ticket Source is In person, Email, Website/app, Call (we can choose accordingly)

Once we add the above details, we can click on Submit and submit the following as New, Open,
Pending, Solved.

New : Ticket is just created and awaiting its assignment to the agent.
Open: Ticket is viewed and staff is working on the ticket.
Pending: Staff is waiting for the requester to reply or needs assistance from different department
agents.
Solved: The ticket has been solved.
3. Once the user submits the ticket as New. The user will receive the below email saying that
the ticket has been created. If the user wants to add any further details. He/she can reply to the
email.
Topic 7 : Adding a light agent

There are 2 ways in which a light agent can be added.

First way is explained in Topic 5.

Second way is
1. Go to the Admin Center View Page. Search for Team Members in the search box
located in the left hand side navigation/menu bar. Select the one that comes in the
People's section.

2. The team members page opens up and we can see the list of Team members here. Now
to add a new team member Click on Add Team member present on the Right hand side
corner.

3. The Team Member page turns up, now we add the user's Name and email and click on
Next.
 4. In Assign Role, we select Light Agent and click on Save. The user will be then added as
a Light agent.

Topic 8 :Replying to customers through tickets

 1. Open any ticket that you want to work on from the Agent View Dashboard. This will be
the view of the ticket.

2. Now at the bottom you can view

a. Public reply : Here we add the message that we want to send to the user.
b. CC : We can CC anyone who needs to have access to the ticket.

Once we type in the Message in Public Reply, we submit the ticket as Open.

The user will receive an email in his/her inbox accordingly and he can reply to the message and
that will be visible here in the ticket.

Topic 9 :Adding internal notes to notify light agents

1. Open any ticket that you want to work on from the Agent View Dashboard. This will be
the view of the ticket.

2. Click on the Internal note from Public reply drop down at the bottom where we type in
the messages to the user/agents etc.

3. We tag the agent from whom we need assistance by typing @followed by the staff’s
name. And type the message to alert the agent like below.
4. The agent will then receive an email with the ticket details. The agent can then work on
this ticket as per their expertise. (For now we use the same login and reply from the
same account)
Topic 10 :Applying macros to the ticket

1. Go to the Admin Center View Page. Search for Macros in the search box located in the
left hand side navigation/menu bar. Select the one that comes in the Workspace section.

2. The Macros page opens, here we add Macro by selecting the Add Macros section in the
top right corner.

3. In the Macro page, we add the following:

a. Macro Name: Name of the macro.
b. Description: We provide details about the macro.
c. Available for : We select All agents
d. Actions : For actions we select Comment/description and add the message in the
Rich content section
e. Click on Create to create the macro. The macro will be created and available in
the Macros Page.
To Apply the Macros to ticket,

1. We open any ticket and find the Apply macros option in the bottom left hand side corner.
It has a lightning icon next to it.
2. We select the macro we want to add to the ticket. It automatically populates in the
description box and we can submit it to the user.
Topic 11 : Searching for tickets

1. Go to search option in the Zendesk Dashboard

2. Type in the text that you want to search in the Search box. All the tickets with the word
included will be displayed here.
Topic 12 : Adding a customized user field to the ticket

1. Go to the Admin Center View Page. Search for Fields in the search box located in the
left hand side navigation/menu bar. Select the one that comes in the Objects and rules
section.

2. Click on Add field and Choose whichever format you want your field to be. For example,
here I have chosen “Number” to display Phone Number in the ticket.

3. We fill in the Display name and Description. And add permissions as Agents can Edit.
Click on Save and now the User field will be visible in the ticket like below.