Description of ticket fields.

Monty Williams -

Main ticket field

The main ticket content field carries the ticket ID as heading, e.g. Question #43 or Incident #54. For new tickets it simply says "New ticket".

Requester

All tickets save for new tickets have the ticket requester (the person for which the ticket has been placed) as well as the request date clearly marked under the ticket ID. You can click on the requester name to look up the relevant user's profile.

Apply Macro

In the right-hand side of the ticket field there's a drop-down box with macros that can be applied on the current ticket. When applying a macro all affected ticket fields will sport a green border or green text. The ticket will not carry any traces of it being made subject to a macro.

Status

Available statuses are:

  • New 
    Not yet assigned to an agent. This status can not be set manually. A ticket will remain as New until first time it's assigned to an agent.
  • Open
    Assigned to an agent and in process. 
  • Pending
    Awaiting feedback from requester. As soon as requester updates the ticket, the status will switch back to Open.
  • Solved
    Deemed solved by agent. Requester can and will reopen the ticket by providing an update to the ticket. 
  • Closed 
    Solved and not reopened within the grace period. The grace period is defined in a default automation (default 4 days). When a ticket has been set to closed it cannot be manipulated in any way, not even deleted.

Priority

Available priorities are:

  • Low
    Service may be degraded
  • Normal
    Service is degraded but operations are not impacted
  • High
    Service is severely degraded and operations may be impacted
  • Urgent
    Critical service is unusable and operations are impacted
Type

 

There’s currently four different ticket types in Zendesk. Questions, Incidents, Problems and Task. Ticket types follow ITIL best practices.

  • Question
    A request for service or information (service request)
  • Incident
    An interruptive event
  • Problem
    A condition resulting in incidents
  • Task
    A kind of assignment. Will carry a due date (a.k.a deadline). Related to change tasks.

Ticket type definitions come from ITIL best practices. Incidents are used to describe interruptive events "I can't get this thing to work as expected". Questions can cover anything from a request for service to a simple query "Can you tell me more about...". Problems are used by the help desk agents to describe conditions that can result in incidents, e.g. a memory problem on a Exchange server resulting in Outlook client incidents. Incidents can be linked to a Problem and will inherit the problem's comments and status when being set to solved: "The Exchange server has been fixed and all Outlook issues should stop now. If not please...".

Link incident to problem

If the ticket type has been set to Incident you can link your incident ticket to a problem ticket (if such exists). By linking it to a problem ticket, the incident will inherit the problem's solved status and closing comments once solved. Please refer to the section on ticket properties for more on this subject.

Group

You can assign a ticket to a group, with or without assigning it to an agent in that group.

Assignee

You can choose which agent to assign it to.

Product

You can choose from a hierarchical list of GemStone products, or "Other". Choosing one assigns the ticket to its associated group.

Version

Version of the product, so we don't have to waste time asking for it in an email.

Platform

You can choose from a hierarchical list Operating Systems, or "Other".

Requester full name (new ticket only) 

Requester name is a mandatory field when submitting a ticket. If you submit a ticket without defining a requester, the system will ask you if you want to submit the ticket with yourself as its requester.

When typing a name in the requester field the system will suggest names of already registered users to you. You have to select one of these, save for when it's a new user. If it is a new user that hasn't already been registered in the system, you must create the requester by clicking the "This is a new user, let me add user's email »" link below the Requester field. This will display a field for requester's email address. Both fileds (name and email) must be filled out in order to create a new user.

Description (new ticket only)

This is the initial description of the ticket as reported to ticket submitter by requester.

Latest comment (recorded tickets only)

For all but new tickets the latest comment is displayed together with author and date. Public comments are marked with a green speech bubble. Non-public comments are marked with a grey speech bubble. Non-public comments are for agents only.

You say... (recorded tickets only)

This is for your updates and comments to the ticket. If the checkbox "Public comment" is selected, requester will be able to see your comments. If unselected the comments will only be available for your fellow agents. You can use the public/non-public attribute as a condition is your business rules, and thus execute some triggers when updates are public and others when updates are non-public.

Tags

Zendesk automatically suggests tags for a new ticket when it's created. They're suggested from a built-in dictionary and the climate of your help desk. The more often a tag is employed the higher rank it achieves. The higher the rank, the higher the probability of the tag being suggested. New tags that you manually assign to tickets in your help desk are automatically appended to the dictionary. For a new ticket tags are suggested as soon as the description field is filled out and out of focus. If tags have been entered manually Zendesk will not suggest other tags. You can always add tags manually.

Attachments

You can add attachments to all ticket events, for new and recorded tickets, with or without comments. File size limit is 5 MB. Attachments will be available from the web interface only, they will not be send out with notifications. Attachments appear in the event log of a ticket.

Submit action

When submitting a new ticket or updating an already recorded ticket, You can choose to:

  1. Just update the ticket. 
  2. Update the ticket and submit the entire ticket thread to your forum (you'll be redirected to a page for editing before submitting)
  3. Update the ticket and record its settings as a macro (useful when you know you'll be performing the same ticket update over and over again)
  4. Delete the ticket. Only for admins. 

Events (event log)

The event log is displayed in a separate content field below the main ticket field.

The event log has a separate record for each and every update to a ticket, irrespective of its origin being an agent, a requester, a business rule or an external source. A toggle for the event log (displayed in top right corner of the event log content field) can display either comments or all events in the log.

Each record is displayed with an originator (name and picture if available), the comments provided (grey speech bubble for internal comments, green for public comments), state changes for all attributes (indicated with a green check mark icon) and notifications sent (indicated with an envelope icon). Any notification or state change that can be attributed to a trigger is described in clear text.

Each record furthermore carries a time stamp. If a ticket update or creation has its origin in an email, this will be indicated next to the time stamp "(By mail)".

Qualification

Next to the main ticket field, there's a blue content box which first of all indicates how well the ticket is qualified. The better qualified a ticket is the lower its score is. Every ticket in your Zendesk help desk is scored between 0 and 100. The score is an objective value for which tickets you need to address first. The higher the score the more urgent/important the ticket is. The score is a relative value. So even though you only have two working tickets in your help desk, and both of them are pretty tedious, they can still score 100.

The box will indicate what you need to address in order to lover the ticket's score.

The box furthermore contains links to look up related tickets and topics via shared tags.

Also the box can contain links to linked incidents (if the ticket being a problem) or linked problem (if the ticket being an incident linked to a problem),.

Requester

Below the blue content box with qualification data and links, there's a similar blue box for requester data. Requester's data from the profile page, email address, phone number and additional data, are here displayed together with links to other tickets requested by the same requester.