Zendesk Referrals Process Guide
Introduction
This guide explains the process of handling referral questions in Zendesk. It will cover how to respond to common referral inquiries using macros, create child tickets for complex issues, and ensure effective communication with the referrals team. By following this guide, users will be equipped to manage referral questions efficiently.
Step-by-Step Instructions
Understanding Referral Questions
In this section, you'll see an overview of how referral questions are presented in Zendesk.
Identifying Common Referral Questions
When a member asks a referral-related question, you can identify common queries such as how to customize a referral code or inquire about payment timelines.
Using Macros to Respond
For frequently asked questions, utilize a macro to provide a quick response. This streamlines the communication process and ensures consistency in answers.
Creating a Child Ticket for Complex Issues
If a member's question is complex, such as inquiries about payout statuses, create a child ticket to escalate the issue.
Communicating with the Referrals Team
Initiate an email to the referrals team from the side conversation in Zendesk. Clearly state your request regarding the referral issue.
Pro Tip: Check for Typos
Before sending your message, it’s important to proofread for any typos to ensure professionalism and clarity in communication.
Conclusion
By following the steps outlined in this guide, you will be able to effectively handle referral questions in Zendesk. You will be equipped to respond to common inquiries with macros, create child tickets for more complex issues, and communicate efficiently with the referrals team, ensuring that all member inquiries are addressed promptly and accurately.