Embedded Files
Zendesk Play Mode
Zendesk Play Mode
Helpful steps/tip in properly utilizing the Play Button in handling the ticket.
Click on Play button to get a ticket
Press “take it” button and change to “stay on ticket” then submit as New or Open to assign the ticket to yourself.
Resolve customer’s concern
Submit reply to customer as Open
Create ticket notes
Copy notes and paste on other resources (i.e. Shopify, SamCart, JP or RFS)
Copy ticket link
Change ticket from “stay on ticket” to “next available ticket” then submit ticket to appropriate status (i.e. Solved, Pending or On Hold)
Paste ticket link on CS Universal ZD Tickets Handled Tracker to track your ticket
Ticket Status
Ticket Status
New - New tickets assigned in our queue
Open - Waiting for an agent's response.
Pending - Tickets that require a customer's response
On-Hold - Tickets that require Leadership or other Department’s response
Solved - Resolved Tickets
Internal Note Format
Internal Note Format
IN-HOUSE: AGENT NAME
TICKET#: XXXXXXXX
CX EMAIL: XXXXXXX@konsciousketo.com
ORDER/DRAFT ID: XXXXXXX
CX NAME: CUSTOMER NAME
ORDER SOURCE: Shopify / Samcart
ISSUE: Details of customer's concern
ACTION TAKEN: Resolution done by representative
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