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End User - Submitting and Tracking Support Requests

Submitting a support request

  1. Click Submit a request at the top of the page.
  2. If the CC option is enabled for the Help Center and you are signed in, you can copy a user on the ticket by adding an email address.
    To copy multiple users, use a comma to separate each email address.
  3. Enter a subject and description of the problem.

    As the end-user enters a subject, a list of suggested articles in the knowledge base appears. The end-user can click one of the articles instead of submitting the request. Encouraging end-users to look for answers in the knowledge base can deflect tickets.

  4. If you belong to multiple organizations, select the organization for this support request.
  5. Add any attachments.

    The file size limits are 1 MB for Essential, 7 MB for Team, and 20 MB for Professional and Enterprise.

  6. Click Submit.

Updating a support request by email

End-users can update an existing support request ticket with a comment by email.

Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.

To update an existing support request by email
  1. In your email client, create a new email message or forward an existing email.

    The email is to the support team. The subject can be anything you want.

  2. At the top of body of the email, enter the ticket ID for an existing support request using the following syntax:
    #id ticketnumber

    For example:

    #id 123456
  3. Leave one blank line after the ticket ID.
  4. Enter the comment you want to add to the ticket after the blank line.

    Your email should look something like this.

  5. Send the email.

Tracking your support requests

End-users can use the Help Center to track their support requests.

If you belong to multiple organizations, you can also change the organization for a support request when you view it in Help Center.

To track your support requests

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

    By default, the page displays all requests that you have submitted. In Zendesk, an open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

  2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
  3. To see details about a request, click the request title.

    If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

Tracking your organization's support requests

End-users can be members of one organization or multiple organizations. If they're members of a shared organization, the end-users can see each other's tickets.

Note: A shared organization must be set up by an administrator. For more information, see Shared organization for end-users.

To track your organization's support requests

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

  2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

    The link appears only if you're a member of a shared organization in Zendesk.

  3. To see details about a request, click the request title.

    You can add comments to a request if an administrator has set it up. For more information, see Shared organization for end-users.

 

Marking a request as solved

You can withdraw a request by marking it as solved. You can also reopen a solved request by creating a follow-up ticket.

Note: The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click the title of an open request to open it.
  3. Select the option on the lower side of the request to mark it as solved.
  4. Enter any comment you want in the reply and click Add Reply.

Creating a follow-up to a solved request

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.

    Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.

  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.

 

 

 

 

 

 

 

 

 

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