Workspot uses the Zendesk ticketing tool where tickets are raised for customer issues, incidents, problems, questions, and requests. Zendesk Ticketing system can be accessed after login to the Workspot control account and clicking on the support option from My Settings or can be directly accessible through URL https://workspot.zendesk.com/agent/
Basic interface of Zendesk
The Zendesk agent dashboard page will look like below:
The Zendesk Views tab will show all the tickets (New/Open/Pending/Hold) assigned to the Workspot Support Team. Individual support team member-assigned tickets can be viewed by clicking on their name.
The Reporting Tab is now available in Zendesk Explore which you can open by clicking on View in Explore. Where you can view the Ticket stats in Graphical view, Individual agent updates, Backlog, SLAs etc.
You can also create custom reports by clicking on new report.
The Admin Home is the last tab where the Zendesk admins can perform administrative activities on the end users (customer admins) and agents (Workspot support) who have access to Zendesk system. Usually, the access will be limited on this page for the agents.
How to raise a Zendesk ticket?
Admins who manage the customer control environment can raise tickets on behalf of their users or for themselves.
When some customer admin sends a mail to [email protected] , a ticket will be auto generated by the system.
When we get a call from the Customer admin on our On-Call mobile regarding an issue, we (Workspot agents) raise a ticket on behalf of the customer and work on it.
Ticket Flow status in the Zendesk
Working on the Tickets
On every ticket that gets assigned to Zendesk queue, we need to take appropriate action on it.
First thing would be to fill in the ticket with all the required information like tag, ticket type, priority, product, client version, etc.
Assignee: You can assign the ticket to self (take it) or anyone in CS support. You will see the CS support personal names in dropdown.
CCs: This would be someone or team who can take care of the ticket in the absence of Assignee or who can assist on the ticket, who needs to know what is happening with the ticket, usually it would be the CS support team. It is advisable to keep the CS team in loop for all tickets.
Sharing: This is a feature where customer ticketing system is also Zendesk and we can share the Ticket work info to them, currently it is available only for Southland who are also using Zendesk tool.
Tags: Tags are used to categorize on the issue reported in the ticket. This is used to understand which product issues high and low analysis are.
Type: Question/Incident/Problem/Task: Choose as per the ticket description.
Question: Customer is looking for an information and he has created a ticket to get answer to his question.
Incident: There is an issue being faced by customer end user or admin and needs fix for it.
Problem: There is disruption to Workspot VDI service and multiple end users are affected.
Task: Any service request, Feature enhancement, Change requests, Project implementations, etc.
Priority: Low/Normal/High/Urgent: It would be based on the impact of the issue.
Premium Support Tick mark will be enabled on the checkbox for Premium Support Customers to let us know that we need to action on the ticket with priority.
Username: The user who is facing the issue reported in the ticket.
Workspot Product: Client/Control/Agent. Choose the product the reported issue is related to.
*We need to ADD Enterprise Connector in Options.
Client Version: we need to select the client version being used by the end user.
JIRA Ticket: Feature/Bug/Crash/Support/No JIRA ticket required.
JIRA Ticket is opened to manage internal change requests, Bugs, and Feature enhancements.
JIRA Ticket No: Please mention the JIRA ticket number if it is raised for that Zendesk ticket.
MSFT Ticket No: Please mention the MSFT ticket number if it is raised for that Zendesk ticket.
GCP Ticket No: Please mention the GCP ticket number if it is raised for that Zendesk ticket.
Ticket Update Process:
First response to every ticket with a standard template format. As of now, thank the customer for reaching out to Workspot customer support, we will check on the issue and get back to you/ask for more relevant information on the issue if needed.
For every ticket we have two types of replies (comments) in Zendesk that generate an email.
One is Public Reply which will be visible for the Customer and all Customer support Team Via Email.
Second is an Internal Note which is shared with the internal team and not visible to the Customer. The internal response does not count in the First response SLA.
Please Refer to Support Plans for SLA details: https://www.workspot.com/support-plans/
NOTE: If in case the customer also uses Zendesk tool, they can see the Internal Notes as well.