Hi,
Would like to categorise the type of issues our customers contact us about. What's the best way to do this? Am fairly new to Zendesk.
Cheers,
Terrie
Categorising Support Topics
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Hi Terrie, welcome to Zendesk!
There is a great article on how to organize your content https://support.zendesk.com/hc/en-us/articles/203663986-Best-practices-Organizing-content-in-your-knowledge-base
This one is on how to find customer issues https://support.zendesk.com/hc/en-us/articles/203663976-Best-practices-for-finding-customer-issues-to-start-your-knowledge-base
Hope it will help you get started.
If you have any other questions, don't hesitate to ask!
Best,
Hi Terrie,
Are you referring to Tickets? Lotus Themes gave you great information for the Help Center (Guide).
Regarding tickets, we created a custom field (dropdown) called "service area" and it turns out you can have up to 6 levels. We don't use 6 levels. We organize it sort of like this:
- Operations::Network Issue
- Operations::Printer Issue
- Service Desk::Reports
- Service Desk::Training
These have tags assigned to them for reporting. We created a few reports to show Top 10 Service Areas for the week etc.
I hope that helps!
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