Understanding Ticket Statuses and Pending Workflows in ZenDesk
Introduction
This guide aims to clarify the different statuses of tickets in ZenDesk and the workflows associated with them. By the end of this guide, you will have a clear understanding of how to submit tickets, recognize their statuses, and manage pending tickets effectively.
Step-by-Step Instructions
Exploring Ticket Statuses
The first step is to familiarize yourself with the various ticket statuses available in ZenDesk.
Submitting a New Ticket
To initiate a ticket, you can submit it as "new," which categorizes it as a brand new ticket.
Marking a Ticket as Open
You can also submit a ticket as "open," indicating that work is currently being done on it.
Waiting on Member Response
If you are waiting for a response from the member, you can mark the ticket as "waiting on member."
Understanding Pending Tickets
When a ticket is marked as "waiting on member," it becomes a pending ticket. The system will remind the member twice with what are referred to as "bump solves," prompting them to respond.
Clarifying On Hold Status
A ticket can also be marked as "on hold" when you are waiting for a response from a third party, such as Gusto or Tax File.
Marking a Ticket as Solved
Once a ticket is fully resolved, it can be marked as "solved." This indicates that no further action is required from your side.
Closing the Ticket
After a ticket is marked as solved, it remains open for a brief period in case the member responds. This is to ensure that the member has a chance to follow up.
Sending CSAT Survey
After the ticket is solved, the member will receive a Customer Satisfaction (CSAT) survey via email, usually within a day.
Conclusion
In summary, this guide has detailed the various statuses of tickets in ZenDesk, including how to submit new tickets, manage responses, and close tickets. With this knowledge, you should feel confident in navigating the ticketing system and ensuring effective communication with members.