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Zendesk✉️
Zendesk✉️
When customers email us at customercare@gumps.com this communication is routed and managed through Zendesk. This app also manages any chat correspondence that originates from our website. Zendesk also captures messages that flow from Facebook and Instagram
We use Zendesk as our source of email communication to customers and other teams within Gump's. You’re mainly going to be using this for creating tickets and you will always want to be in the "Views" tab on the left-hand side.
There are quite a few different "Queues" or "Buckets" on the left side where certain types of tickets live. Even though this doesn't apply to your role directly it is good to have a better understanding of the two queues that we work out of and how Zendesk tickets work in general. **⭐NOTE: Ticket responses can take us 24-48 hours, so please keep that in mind when you are speaking with a customer and giving them an ETA for their requests. We always want to be sure we are setting the proper expectations**
Lifecycle of A Ticket
Lifecycle of A Ticket
A ticket may go through six different stages in its lifecycle. The status can be set and updated either manually by an agent or automatically based on business rules.
The six stages of a ticket are:
New: An agent has not taken the ticket yet. These tickets reside in the "Unassigned Tickets" queue. Once an agent updates the ticket from New to Open, it cannot be moved back to New and it gets put into their "Your unsolved tickets" queue.
Open: The ticket is assigned to an agent who is working to solve it.
Pending: The agent needs additional information from the customer or Mimi to continue solving the ticket.
Solved: The issue is solved. A solved ticket will be reopened (if necessary) when the requester or customer replies.
Closed: Every Solved ticket becomes a Closed ticket. The ticket is closed by the system and cannot be reopened. A closed ticket is for viewing only and cannot be edited in any way. (⭐As a general rule, tickets are closed after four days of being in the solved status with no response)
Reasons For A Ticket
Reasons For A Ticket
There are a multitude of reasons why a customer will write or call in.
Returns: Customers usually want to return something that they are not happy with. Always politely ask for the reason for the return and add any important notes to the ticket. We need as much information as possible. Please review our Return Policy to make sure the customer is eligible for a return before creating the ticket. Return labels are sent to customers in the form of an email with a PDF attached or mailed a hard/physical copy of the label.
Refund Request: Sometimes the customer feels there was an error with a shipping charge, taxes on the order, etc. and it will need further review.
NCR: (No Cost Replacement) When an item arrives damaged, the customer received the wrong item, wrong color, etc. We will need to create an NCR. An NCR is similar to an Exchange, with a few minor differences in how it's handled on the admin side, however, for phone agents, this will always be a ticket. Customers will never have to pay for the return label on returns or NCRs.
⭐Note: For damaged items, we cannot process a replacement order without photo proof of the damage. Politely ask the customer if they can send a photo or two showing the damages. You can let the customer know they can email it to our cc email or, If they prefer text, notate that in the ticket and provide a phone number that we can reach out to them via text. ETA's for NCRs can vary depending on a few factors. If a customer wants an ETA for an NCR it is best to let them know that their order will ship promptly and they will receive an email with some tracking information to follow. We don't want to make any promises that we cannot fulfill. We understand not all customers have the ability to take and send photos, however. If a customer cannot provide photos, please note that in your ticket and Tier 2 will reach out to the customer with the best course of action.
Order Cancelations: If a customer changes their mind about their order, we will need to get this canceled as quickly as possible to avoid fulfillment of the order. Once an order is fulfilled it cannot be changed, so this could possibly lead to an upset customer who now has to wait for delivery and return the item instead of the order being canceled if it is not handled promptly. You will want to kindly ask the reason for the cancelation and notate as much info as you can in your ticket.
Shipping Refund: This is most common when a customer signs up for emails on our website and doesn't realize a promo code is sent to their email and it is not automatically applied to their online order.
Exchange: Sometimes customers choose the wrong item, color, etc., and want to exchange for a different item. Please review our Exchange Policy to make sure the customer is eligible for an exchange before creating the ticket
Address Change: Customers may have entered the wrong address or did not double-check the shipping address before checking out. Please note that the shipping address can ONLY be changed while the order is in "Unfulfilled" status. Once an order is "fulfilled" and has begun the fulfillment process, we cannot make any changes to the order. If the error was made by us, please create a ticket and we can see if anything can be done, but it is difficult to stop an order during the Holidays, our fulfillment team is very busy at this time.
Order Changes: Customers may want to add a gift box or a gift message after the order has been placed, or wants to change something on the order. A ticket will be created and an Admin will reach out to the customer.
Manager Escalations: Customers may request to speak with a manager/supervisor. Since we do not have the ability to transfer, you will take down as much information as possible about the situation, ask for their contact information, and create a ticket for review
Catalog Requests - Opting In/Out: Customers will call and request to be added or removed from our catalog mailing list. You will create a ticket and an admin will add or request IT to remove them from the list. There will be no follow-up, please assure the customer we will take care of it!
Creating A Ticket in Zendesk
Creating A Ticket in Zendesk
To create a ticket, head over to the top left and click the "+Add button"
Pick the correct macro on the bottom left (If you click the little eyeball, you can preview the macro before using it)
Fill out the body of the email accordingly. **It’s important to make sure that the box you’re typing in is YELLOW and set to Internal Note.
⭐Yellow = Internal notes which means only we can see it and the customer cannot. The best way to think of it is as a private conversation on ZD between team members.
⭐White = The customer can read whatever is in the email. You will never need to send anything to a customer, so be sure your tickets are always set as an Internal Note.
Submit your ticket and you're finished!🏁. **Always submit a request as “New”**
Macros
Macros
When creating a ticket, it is important to use the correct macro. A macro is a prepared response or action that an agent can manually apply when they are creating or updating tickets
⭐Here is a video with a brief overview of ZD, macros, and how to create a ticket
Create a ticket ZD.webmPage updated
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