CS Zendesk Review
Requester
Customer
Macros
Actions and Pre-defined responses
Form field when creating on behalf of
Create Customer Ticket
Legacy: Company - Zendesk?
Organization
App used to add relationships to tickets
Linkets
Agents
Analysts or Representatives (employees)
Status: Pending
Waiting on customer
Status: New
Untouched, no assignee
Status: Solved
Issue resolved (legacy equivalent to closed)
Status: Open
Assigned, still waiting on cPanel response
Status: Closed
Can't change to this status; auto-closes after period of time, and is untouchable once
closed.
Events Menu
Drops down from "Conversations" in ticket view; shows system messages and
comments
Ctrl+opt+n
Opens new tab (ticket)
Ctrl+opt+a
Opens Apps sidebar
Ctrl+opt+v
Opens "Views" interface
Ctrl+opt+tab
Moves to next Zendesk tab
Scheduling tasks
Use /remind and ical until feature is available
Adding CCs
Requester
Customer
Macros
Actions and Pre-defined responses
Form field when creating on behalf of
Create Customer Ticket
Legacy: Company - Zendesk?
Organization
App used to add relationships to tickets
Linkets
Agents
Analysts or Representatives (employees)
Status: Pending
Waiting on customer
Status: New
Untouched, no assignee
Status: Solved
Issue resolved (legacy equivalent to closed)
Status: Open
Assigned, still waiting on cPanel response
Status: Closed
Can't change to this status; auto-closes after period of time, and is untouchable once
closed.
Events Menu
Drops down from "Conversations" in ticket view; shows system messages and
comments
Ctrl+opt+n
Opens new tab (ticket)
Ctrl+opt+a
Opens Apps sidebar
Ctrl+opt+v
Opens "Views" interface
Ctrl+opt+tab
Moves to next Zendesk tab
Scheduling tasks
Use /remind and ical until feature is available
Adding CCs
