Using Zendesk

Creating a new ticket:

REQUESTER: This is where you will enter the customer’s email address or the underwriter.

ASSIGNEE: You can assign the ticket to yourself by clicking on the blue highlighted text saying, ‘Take It,’ this feature will allow you to select Macro’s which will insert your name upon sending a new ticket or responding to a query.

FOLLOWERS:

You can add followers to keep them informed of the ticket progress. These names/emails addresses are not exposed in the email.

SHARING:

If there are other companies that make use of the Zendesk platform, the ticket can be shared with the said company who will be able to respond and update the ticket.

TAGS:

The purpose of the tag section in Zendesk is to categorize and label tickets or support enquiries based on specific attributes or topics. Tags are keywords or labels that you can assign to tickets to help classify and organize them effectively.

PRIORITY:

You can set the priority of the ticket from:

VALIDATION TYPE:

In Zendesk, the "Validation Type" section refers to a feature available when creating custom ticket fields. When you create a custom ticket field, you have the option to define a validation type, which specifies the format or criteria that must be met when users enter data into that field. The Validation Type section allows you to set specific rules or requirements for the data input in the field.

REFERENCE NUMBER:

The Reference Number in Zendesk is a unique identifier assigned to each ticket created within the system. It serves as a unique reference or tracking number for the ticket and is used to easily locate the customer’s policy.

Error Message:

The error message tab in Zendesk serves as a means of communication, guidance, and problem resolution. It helps us understand and address issues that may arise during interactions with the system.

This is used mainly when customers do any transactions online such as making payments or changes.

CUSTOMER SUBJECT:

In Zendesk, the "Customer Subject" refers to the subject line or title of a ticket that is visible to the customer or end-user submitting the support inquiry. It is the title that customers provide when they create a new ticket or contact customer support.

POLICY RENEWAL STATUS:

The purpose of the "POLICY RENEWAL STATUS" field is to track and manage the renewal process of the customer’s policy.

OVERDUE DATE:

In Zendesk, the "Overdue Date" tab typically refers to a section or feature that displays tickets or tasks that have exceeded their designated due dates. The purpose of the "Overdue Date" tab is to highlight and track items that are past their expected completion or resolution dates, allowing support agents or team members to prioritize and address them promptly.

INCEPTION DATE:

The "inception date" typically refers to the starting or effective date of an insurance policy. In Zendesk or any customer support context, the inception date field can be used to capture and record the date when a customer's insurance policy was initiated or became active.

TRAVIS ID:

The Travis ID refers to the Customer Reference number which is linked to Travis.

CUSTOMER NAME:

This refers to the customer’s name which is linked to the policy.

DIARY DUE DATE:

The "Diary Due Date" field is used to set and track due dates or deadlines associated with diary entries or tasks. It is utilized to ensure that diary entries or tasks are completed or resolved within a specified timeframe.

REFUND AMOUNT (£):

This field is used to indicate the refund amount that is due to the client.

SCHEME CODE:

The scheme code refers to the code that is associated with a specific insurer.

INSURER NAME:

This field indicates the name of the insurance company listed on the policy.

PUBLIC REPLY:

This is used when responding publicly to the customer or the insurer.

INTERNAL NOTE:

This is used when you want to leave an internal note on the ticket which is only seen by other agents.