Customer who submitted the ticket.

• When creating a new ticket, enter the customer’s email address in this field.

Agent assigned to handle the ticket.

• You can assign the ticket to yourself by clicking the Take It button.

Additional people copied on the ticket.

• When working on a Zendesk ticket that includes internal team members in CC, remove all internal CC’d members before replying. Internal team members can be identified by the following email domains:

  • •  @konsciousketo.com

    • @enclavebioactives.com

    • @vitalhealth.com

    • @emmarelief.com

• Type of ticket form.

• The default form “Customer Service v2024” should always be selected.

keywords to categorize and filter the ticket

• Tags are used for Zendesk automation.

• Agents are not allowed to modify tags.

• Some issues require the addition of the no_csat tag. In such cases, escalate to an available CSM/TL to add the tag to the ticket.

main reason the customer reached out.

Whenever a Primary Reason for Contact is selected, a Feedback Field will appear. Select the appropriate feedback based on the customer’s concern.

Displays the related Order ID.

• Entered manually by the agent.

• Mark as N/A if not available.

• For all Samcart orders, the Samcart Order ID should be entered.

Select the country from the customer’s shipping address.

If the country is unknown, select Unknown.

Select the primary marketplace for the order, such as Samcart or Shopify.

Select the fulfillment center associated with the order.

Once a Primary Reason for Contact is selected, this field will appear. Choose the option that best reflects the outcome of the resolution or response to the customer.

Product / SKU Refunded

Type of SKU or line item refunded:

• • • Primary Product Only – First line item in an order

    • Upsell Only – All additional line items in an order

    • Entire Order – All line items in an order

    • Shipping Fee – Shipping charge

    • Subscription SKU – Subscription renewal charge

    • Primary and Single Upsell

    • Primary and Double Upsell

Number of Products / SKU Refunded

Number of line items refunded in an order

Number of Products / SKU on Order

Total number of line items in the order

Refund Processed By

Department that processed the refund

Refunded Amount

Refund amount processed. The value entered in Zendesk should always be rounded to the nearest whole number:

• • If the decimal is 0.50 or higher → round up

  • If the decimal is 0.49 or lower → round down

✅ Examples of Correct Rounding:

• • • 59.59 → 60 (round up because 0.59 ≥ 0.50)

    • 45.50 → 46 (round up because 0.50 = round up)

    • 32.49 → 32 (round down because 0.49 < 0.50)

    • 100.00 → 100 (no decimals, keep as is)

quick actions / templates for ticket replies

Title of the ticket

The main ticket messages:

• • Customer messages

  • Agent replies

  • Internal notes

Public replies sent to the customer and internal notes for agents

text formatting, emojis, links, file attachments

• Customer Info

Displays basic customer details such as name, email, and account information.

• Interaction History

Shows tickets and conversations with the customer for context and continuity.

Helps agents quickly find relevant help articles while responding to tickets.

• Suggested Content

Automatically recommends help center articles related to the current ticket.

Allows internal or external collaboration with other teams without leaving the main ticket.

• Not a feature we utilize.

Surfaces tickets that may be connected to the current issue.

• Merge Suggestion

Identifies duplicate tickets that can be merged to avoid duplicate work.

• Similar Resolved Tickets

Displays past resolved tickets with similar issues for reference and guidance.

Integrated tools that enhance agent workflows directly within Zendesk.

• Shopify

Displays order, marketplace, and order details from Shopify directly in the ticket.

• Time Tracking

Tracks the amount of time spent working on a ticket.