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Help making changes to the Zendesk System

  • July 5, 2023
  • 1 reply
  • 0 views
L

Hi,

Wondering if someone can help me and provide me with some key details to guide me on the right track for making these changes for the ticketing system. I have been tasked with altering the Zendesk layout and functionality for our businesses clients, the only problem is, I really don't have a clue where to start with it because I have no experience with Zendesk...

So here are a few changes that need to be made:

- Fix automation systems in Zendesk. (Instead of having to manually type out the name of the person, company, SLA support information, if the case is chargeable or not, etc, when replying to a ticket to close it off, the ticket should auto pick up that information, especially from previous regular clients)

- Track who has support and at what levels (is it free support, premium support, hours needed to respond to ticket, etc - should auto gather this information again when a ticket comes in)

- Track what prior issues they have encountered and 'quick fixes' which may resolve issues after if they repeat (something I can do so that the system can recognise when a similar problem pops up?)

- Track payment requirements (if a ticket is chargeable or not)

- Providing clients with a summary of support issues.

- Automatic redirection of client to company. (Currently we have to dig around for information, we click the client and it brings us to the clients page. tells us what company they are involved in, but then we have to go find the company details on a separate tab where SLA information is laid out, etc. We want it to be streamlined as possible, so you just click once and all the information is there in one place...)

Any help would be appreciated, if someone could provide me with some details about what is realistic and possible and what sort of direction to go in with some of these I would be grateful.

Thanks :) Hope someone can help....

      1 reply

      L
      • Luca13
      • Author
      • July 13, 2023

      Hi Ahmed,

      I appreciate the help and the links to the external resources. I have looked through them thoroughly, and whilst it has gave me some bits and pieces here and there to go off, it's more or less just gave me a general overview of how the basic features work. Which is fine, but over the course of the past couple of months I have become familiar with some of these things already.

      There are some parts that have been useful, but overall this has not answered any of my questions or gave me anything to go off regarding my post above ^. The system has already been set up previously prior to me starting of course, so it's gave me more of an idea of how these things were set up in the first place, but I'm looking to overhaul the system along the guidelines stated in my previous post. 

      Would it be possible for you or someone else to point me towards a more concrete direction in order to resolve a few of these issues? Even if we can just isolate the tasks one by one and see what's possible or where to look for each of them? I have a general broad idea of what needs to be done but don't know how to go about it or how to implement these changes properly into the system. I need someone with experience to 'fill in the gaps' for me so to speak and point me towards some sort of process I can follow for said issues... 

      Thanks, I appreciate it :)

       

      Regards,

       

      Luca

       

       

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