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Zendesk Training: Questions & Solutions (Rated A+)
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Zendesk Training: Questions & Solutions (Rated A+)
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Zendesk Training: Questions & Solutions (Rated A+)What tickets should be handled first? Right Ans - New/Open tickets
What sort filter should be used? Right Ans - Sort by "Updated" so the oldest
ticket is the next ticket handled
What issues/contacts are priority? Right Ans - Cancelations,
returns/exchanges, and voicemails
True or False: You do not need to update the ticket subject Right Ans -
False: Ticket Names should ALWAYS have description, case type, and term
number when possible.
What should you link in the internal notes? Right Ans - Escalation tickets
Oven tickets
Asking other teams
Relevant slack conversations
App issues
When you're waiting for a customer to respond, which "bucket" should you
put the ticket in? Right Ans - Pending
When you are waiting for another team or leadership to resolve an issue,
which "bucket" should you put the ticket in? Right Ans - On-Hold
When should you escalate cases to leadership? Right Ans - food poisoning,
severe oven issues (fires), social media or BBB threats, legal action threats,
requests to speak with a manager
In what case should a ticket still be left "open"? Right Ans - Tickets should
only be open if they have not been acted on yet or if they are chat tickets that
have yet to be filed
What is our new policy for closing a chat? Right Ans - If active:
Ask if you may further assist customer
- Once the answer to the above is "No" wish the customer well and say
"goodbye" to some degree
Request a chat rating
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