Anatomy of a Ticket
Every ticket on Zendesk contains a collection of shared elements that can be used to identify and record key data related to the interaction.
Here is a rundown of elements:
- Ticket ID: Each ticket in Zendesk is assigned a unique identification number. The ticket ID helps in tracking and referencing the ticket throughout its lifecycle. You can search these IDs to surface tickets quickly.
- Requester Information: This section includes details about the person who submitted the ticket, such as their name and contact information from the channel.
- Subject: The subject line of the ticket provides a brief summary or title that captures the essence of the customer's inquiry or issue.
- Description: The description is the main body of the ticket and contains the customer's detailed message explaining their problem, question, or request. It provides context for the support team to understand the customer's needs.
- Ticket Fields: Ticket fields capture additional information relevant to the ticket. These fields may include categories, priority levels, tags, custom fields, or any other data points specific to your organization. They help in categorizing, prioritizing, and routing tickets appropriately.
- Ticket History: The ticket history displays the chronological sequence of all activities and interactions associated with the ticket. It includes comments, internal notes, status changes, and any other updates made by agents or the customer. The history allows for a comprehensive view of the ticket's progress and conversation.
- Attachments: Customers can often attach files, screenshots, or other relevant documents to their tickets. These attachments provide additional context or evidence for the support team to understand and address the customer's issue effectively.
- Ticket Status: The ticket status indicates the current state of the ticket, such as "New," "Open," "Pending," "Solved," or "Closed." It reflects the progress and status of the ticket throughout its lifecycle.
- Assigned Agent: The ticket is typically assigned to a specific agent or a group responsible for handling customer inquiries. The assigned agent takes ownership of the ticket and works on resolving the customer's issue.
- Ticket Comments: Agents can add comments to the ticket to communicate with the customer or collaborate with other team members. These comments are visible to all involved parties and help in providing updates, asking clarifying questions, or sharing information.
- Internal Notes: Internal notes are similar to comments but are meant for internal communication within the support team. Agents can add private notes that are not visible to the customer. These notes are useful for sharing sensitive information, collaborating on solutions, or providing internal instructions.