Zendesk 101 for Member Support Flashcards
Agents can access Zendesk through
Okta.
The Homepage provides an overview of what 7 things?
Home Button: to return to this page at any time
Views: covered on the next page of this lesson
Updates to your tickets: updates on an agent’s recent tickets worked
Open Tickets: open tickets assigned to an agent (ex: 1) and total open tickets for the groups the agent is part of (ex: 11594)
Tickets open and assigned to you: a list of the open tickets assigned to an agent (ex: #10324479)
Ticket Statistics (this week): good reviews (ex: 1), bad reviews (ex: 0), and tickets solved (ex: 21)
Satisfaction Statistics: user average CSAT score (ex: 100%) and team average CSAT score (ex: 90%)
How do agents access Zendesk Views?
Through the “Views” icon on the top, left-hand side of Zendesk
What are the 4 Zendesk Views?
My working tickets
Unassigned in my groups
Unsolved in my groups
My recently solved
Each View only includes tickets associated with
the LOB or Team the agent is assigned to.
If an agent is not yet assigned to a specific LOB, they will have access to
all ticket types outside of the defined LOB’s.
This view includes an agent’s assigned open and pending tickets.
My working tickets
Note: For US/CA agents, it’s the group (LOB or Team) they are assigned to.
This view includes unassigned tickets for the group (LOB or Team) an agent is assigned to.
Unassigned in my groups
This view includes open or pending tickets assigned to other agents for the group (LOB or Team).
Unsolved in my groups
This view includes all the tickets the agent has solved.
My recently solved
Play mode has been implemented for our OX & MM LOB’s and is optional for our HW|SW LOB, Apparel Team, and Commercial Support Team.
How do you search for tickets in Zendesk?
Simply click the search bar on the top right-hand side of the screen (magnifying glass icon) and enter the information. Search examples include Members’ email addresses, keywords, or specific ticket types.
After clicking “enter”, the search populates any relevant ticket data in the “Tickets” tab, regardless of LOB or Team.
The search can also be narrowed by using the filter options available on the right-hand side below the search bar.
What is FIFO?
First in, first out.
We must handle Support requests as they are submitted, regardless of our previous interaction(s) with a Member.
We always want to put Members first - fairly.
Left column ticket contents (14)
From top to bottom
Requester - Member/customer with a request or issue
Select Assignee - the agent assigned to follow up on the ticket
Followers - any Peloton team member with a Zendesk account can be added as a follower.
Followers will receive ticket updates and can view/add internal notes. Email addresses for followers will not be shared with Members.
Sharing - only used by our Service Design team
Form - drop-down for request types
Selections in this field change the fields/options below
Product - what source the issue stems from
Symptom - what the Member has asked of you or told you
Diagnosis - why the Member’s issue is occurring
Resolution - how the agent is resolving the issue
Order # - Most relevant CMS order number for that ticket
Service Recovery - courtesy taken to resolve a negative experience
Follow Up - scheduled timeframe for the agent to reach back out
Due Date - specific date to follow up with a Member
Escalation - Member has requested leadership assistance
Middle column ticket contents (8)
From top to bottom
Ticket Number Subject Line - the ticket number and agent name
Side conversations - private correspondence between an agent and third party, excluding the Member. Refer to Side Conversations IKB for more information.
Member contact information - email address being used in the thread, which isn’t always the email address listed on the account
Merge Tickets (not shown in image) - available in the drop-down menu next to Member contact information and combines related tickets
Change Requester - “change” link to update the ticket requester
Public Reply - highlighted in white, all communication sent to and from the Member for that specific ticket
Internal Note - highlighted in yellow, a private area for agents to make notes, such as after call work
Apply Macro - drop-down menu containing all available macros
Right column ticket contents (11)
From top to bottom
Ticket History - all tickets related to the requester
CMS App - window providing rider profile, membership(s), orders, and associated Member information
Linked Ticket - ability to create a child ticket, used for delivery partner Tier 4 escalations, or NYC Apparel Team assistance for stock or discount deactivation requests
Quick Links - compiled list of tools agents can utilize
Zingtree Troubleshooting - easy access flowcharts to assist with troubleshooting steps
Shopify US | CA | UK - tracking system for all apparel orders
JIRA - engineering ticketing system to link HW|SW tickets to existing bugs or wide-spread service issues (referred to as a “fire”)
Ticket Redaction App - tool used to remove security-sensitive information from a ticket (i.e. credit card numbers, social security numbers, etc)
Salesforce - quick links to Member delivery information for Field Service Lightning (FSL)
MaestroQA Lite - ticket review information from Quality Assurance (QA)
Submit as Open (dropdown) - list of available statuses to submit a ticket as
What are the 6 status options for Zendesk tickets?
New: untouched by any agent or team
Open: requires agent attention
Pending: awaiting a Member response
On-Hold: bug reports being reviewed
Solved: resolved issue; a reply will re-open the ticket
Closed: resolved issue; a reply will create a new ticket
How do you get to the CMS app in Zendesk?
in the Apps section of Zendesk (right-hand side)
What is the purpose of the CMS app in Zendesk?
It eliminates the need to toggle between our CMS and Zendesk systems to research and solve tickets.
When a Member contacts Support, their information should
pre-load into the CMS App with the ticket.
If the Member’s information doesn’t pre-load into the Zendesk CMS app, what are the other two ways search options agents can use?
- Members
To search within the “Members” view, click “Members” to highlight the search option and use:
The e-mail address associated with the Member’s Peloton account
The Member’s first and/or last name (if common, this option is not recommended)
The Member’s username associated with their Peloton account
The data appears directly below the search bar. Multiple options typically only appear when using partial or common names. Click on the appropriate Member to view.
After the Member information populates, agents have access to:
Contact information Membership information Order history Ticket history Workout history Join date Agents may also select "View Profile" to view the account directly on the CMS website.
- Orders
To search for a Member within the “Orders” tab, click “Orders” to highlight the search option and use:
The order number associated with the Member’s Peloton account
Member’s username associated with their Peloton account
The e-mail address associated with the Member’s Peloton account
What are the (4) tabs in the CMS App in Zendesk?
Info Tab, Subs Tab, Orders Tab, and Tickets Tab
What information can agents see on the Info Tab in the CMS App in Zendesk?
The “Info” tab shows the basic information available in the “Riders” tab on the CMS site.
In this tab, agents can see the following:
“Member Since” date
Country (represented by the country’s flag)
Number of workouts per workout type*
Username
Name
Location
The CMS app integration with Zendesk allows agents the ability to view
Member information in a centralized location.
What information can agents see on the Subs Tab in the CMS App in Zendesk?
The “Subs” tab shows Member subscription information. In this tab, agents will see the following:
Monthly membership amount
Pause, cancel or reactivate a membership
Activation code/key
Order date
Confirmation code
Bike and/or Tread serial number
Activation date
Paused date
Cancellation date
Billing period/cycle
Waivers
What information can agents see on the Orders Tab in the CMS App in Zendesk?
The “Orders” tab shows Member order information.
Once an agent enters the order number for a Member’s first purchase (Bike or Tread), they will see the following:
Item list Shipping address Delivery carrier Referral code used during a purchase Payment method
If an agent enters a repair order ID, they will also see the following:
Repair status Item being repaired Shipping address Technician that has performed the repair Referral code used during purchase Payment method
It’s important to click the “Link Ticket To This Order” button to auto-populate the Member’s CMS link and order number into the Zendesk ticket.
What information can agents see on the Tickets Tab in the CMS App in Zendesk?
The “Tickets” tab contains Member ticket history.
The ticket history section located in the CMS App will also be moving to its’ own tab directly within CMS.
Agents should always use the CMS App and “Link Ticket to Order” button.
Why is it important to use the ‘Link Ticket to This Order’ button in the CMS App in Zendesk?
By doing so, the CMS ID, Order ID, Warehouse, Delivery Partner, and Product (main) fields will auto-populate.
This is true even if the fields aren’t visible on the ticket. They still auto-populate in the background for accurate reporting.
What are some common tasks agents can perform on the Subs Tab in the CMS App in Zendesk?
Accessing the membership details
Pausing All-Access Memberships
Canceling All-Access Memberships
Reactivating All-Access Memberships
What actions can you not perform in the Subs Tab when Accessing The Membership Details through the CMS App in Zendesk?
Waivers and membership refunds can’t be issued directly from the Zendesk CMS App. To add a waiver or issue a refund, click the person icon to be redirected to the membership details in another tab.
In the Subs Tab when you are Pausing an All-Access Membership through the CMS App in Zendesk, what happens when you click the I I icon?
By clicking the I I icon will open the initial stage of pausing an all-access membership.
How do you Cancel an All-Access Membership through the CMS App in Zendesk?
Through the Subs Tab, clicking the X icon will open the initial stage of canceling an all-access membership.
How do you Reactivate an All-Access Membership through the CMS App in Zendesk?
Through the Subs Tab, clicking the ↷ icon will open the initial stage of reactivating an all-access membership.
What are 8 common tasks agents can perform on the Orders Tab in the CMS App in Zendesk?
Redirecting to the delivery partner
Redirecting to the work order
Accessing the post-purchase link
Creating a support order
Open in CMS
Full order cancellations
30-Day Home Trial returns
Support orders
How do you Redirect a Delivery to the Delivery Partner in the CMS App in Zendesk?
In the Orders Tab, if a Bike or Tread delivery is being completed by XPO or JB Hunt, click the people icon to redirect to our third-party delivery team’s system.
How do you Redirect a Work Order in the CMS App in Zendesk?
In the Orders Tab, if an order is being delivered by Peloton Field Ops, click the clipboard icon to be redirected to the respective work order in Field Service Lightning (FSL).
How do you Access the Post-Purchase Link in the CMS App in Zendesk?
In the Orders Tab, click the calendar icon to access the post-purchase link for any Bike or Tread order.
How do you Create a Support Order in the CMS App in Zendesk?
In the Orders Tab, click the cube icon to be redirected to the initial stage of a support order.
How do you Open an Order on the CMS Site while you’re in the CMS App in Zendesk?
In the Orders Tab, click the export box to view the order on the CMS site.
How do you Initiate a Full Order Cancellation in the CMS App in Zendesk?
In the Orders Tab, click the ‘X’ icon to initiate a full order cancellation.
How do you Initiate a 30-Day Home Trial Return in the CMS App in Zendesk?
In the Orders Tab, click the credit card icon to initiate a 30-Day Home Trial Return.
The Knowledge Capture (KC) App appears
as a magnifying glass icon on the Zendesk toolbar a few seconds after opening a ticket.
Zendesk Knowledge Capture (KC) is used to
quickly access important information to efficiently support our Members and allows agents to provide internal feedback on Knowledge Base (KB) content to continuously improve existing resources.
When an agent clicks the magnifying glass in the Zendesk Knowledge Capture (KC),
they are presented with a list of relevant articles based on the email subject line.
For example, if a Member emails Support and titles their email “Bike cleats”, Zendesk will search for all articles that contain the words “Bike” + “cleats”. It populates a result count and scrollable list on the left side of the Knowledge Capture (KC) app.
Agents can search both the internal and external KB’s.
To find external Support articles in the Zendesk Knowledge Capture (KC),
use the Peloton option.
To find internal Support articles in the Zendesk Knowledge Capture (KC),
use the Training Wheels option.
How can the articles in the Zendesk Knowledge Capture (KC) be directly sent to the Member through the Zendesk ticket?
It can be copied and pasted directly into the Zendesk ticket to respond to the Member.
If the External KB in the Zendesk Knowledge Capture (KC) has desired information you would like to send to a Member, agents can send the article link to a Member by
clicking the “Link Article” button to create a hyperlink. It sends the entire article directly to the Member in the ticket. This saves time and exposes Members to our external Support site.
If an Internal or External KB article appears to have incorrect information or may be improved, agents are encouraged to
provide feedback to our Support Content Team by following the steps outlined in the Knowledge Capture & Feedback article.
An email response will be sent after both receipt and review to let the agent know their feedback was heard.
The response time varies based on process verification and/or overall volume. Reaching out for status updates will only create additional delays, so wait patiently to hear from them.
