Introduction

Question 1

What is Zendesk?

Answer 1

Zendesk is a Help Desk. All communication with our customers takes place here.

Question 2

What is a ticket?

Answer 2

All support requests, from all channels, become tickets in your Zendesk. Tickets capture your customer’s initial request for support and all the conversations your agents have with the customer along the way to solving their support issue.

Question 3

What are ticket channels?

Answer 3

Regardless of the type of customer support you provide, the one constant for all support organizations is that customers seek you out to help them resolve their issues. Here are some of the options that your customers have for contacting you:

Send an email
Fill out a support request form in your Zendesk support portal
Fill out a support request form on your own web site
Call you on the telephone
Text chat with you
Send you a tweet
Post on your Facebook wall

All of these communication options are referred to as channels in Zendesk.

Question 4

How do I login to Zendesk?

Answer 4

You access Zendesk under the Support tab in OneLogin.

Question 5

How do I log out of Zendesk?

Answer 5

Great question!