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Zendesk User Guide - How To Open A Support Ticket

Zendesk is the internal ticketing system used by Monstarlab colleagues to submit requests for support, hardware, access, or to report issues. To create a ticket, log into JumpCloud and click the Zendesk icon. Provide details about the problem and any relevant screenshots. The helpdesk will assign an agent to respond. Tickets can be updated or closed through email or the Zendesk interface.

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173 views

Zendesk User Guide - How To Open A Support Ticket

Zendesk is the internal ticketing system used by Monstarlab colleagues to submit requests for support, hardware, access, or to report issues. To create a ticket, log into JumpCloud and click the Zendesk icon. Provide details about the problem and any relevant screenshots. The helpdesk will assign an agent to respond. Tickets can be updated or closed through email or the Zendesk interface.

Uploaded by

mmranadu
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Zendesk

How to open a support ticket

Overview
Zendesk is our internal support portal. This is our internal ticketing system, used by all
Monstarlab colleagues. This is primarily used for access requests, hardware requests,
computer problems, and reporting network issues/outages. It can also be used just for
general questions if you are not sure about who to ask about a particular issue.

We are also implementing a Knowledge Base, and will be regularly updating Zendesk with
guides, FAQs and other helpful information.

All Monstarlab colleagues have access to Zendesk by default.

Once you create a ticket, our helpdesk will assign this to the best person to help you and
they will reach out to you directly.
Logging in to Zendesk

- Log in to JumpCloud (https://console.jumpcloud.com) and click on the Zendesk icon

- From here you can you can do the following:

➔ Submit a request for support by using the "Create ticket" button

➔ View your currently open tickets using the "See tickets" button
Creating a new ticket

- Click on the “Create a ticket” button on the Zendesk homepage

- Choose from the drop-down menus to create your ticket, including as much detail
about the problem as possible
- Click "Submit". This will send a ticket to the helpdesk and they will respond to you
as soon as possible
- You will also receive an email stating that the ticket has been created successfully.

Tip #1: Always include a screenshot where possible, this helps us to solve your issue

Tip #2: For access requests, please copy (CC) the appropriate person into the ticket for any
required approvals (e.g. your supervisor/manager)
Viewing your tickets

- You will receive an email when the ticket has been updated by a helpdesk agent.

- You can reply directly to this email to update the ticket, or you can view and update
your ticket in the Zendesk application itself using the “See tickets” button

.
Updating your ticket

- The easiest way to update your ticket is through the Zendesk interface
(Zendesk homepage > “See tickets”)

- You can also reply directly to the email you received from Zendesk to add additional
information to your ticket, or to respond to the assigned helpdesk agent.
Closing your ticket
- If your issue has been resolved, or you no longer need help with the issue described
in your ticket, you can leave a quick comment and mark it as resolved using the
below checkbox:

Reopening a closed ticket


- Generally speaking, if your issue has been solved and the ticket is closed, then you
should open a NEW ticket (not reopen old tickets) even if the issue is the same.

However, if a helpdesk agent has closed your ticket, and you feel your problem was
not actually solved, then you should reopen the ticket!

- You can do this in two ways:


- Reply to the last email received to reopen the closed ticket.
- Leave a comment on the “Solved” ticket, and it will change the ticket to
“Open” again.

- Example of reopening a “Solved” ticket in Zendesk is shown below:


Status of ticket shows as solved.

Status of ticket now shows as “Open” again


Changing display language
- Zendesk is in English language by default, but also has the option for Japanese. If
you prefer, you can scroll to the bottom and change it at the bottom-right in Zendesk:

Click “English (US)” and change to Japanese


.

Example in Japanese display language

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