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Peloton > Zendesk 102 for Member Support > Flashcards

Zendesk 102 for Member Support Flashcards

1
Q

Agent troubleshooting is completed using the following workflow:

A

Symptom
Diagnosis
Resolution

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2
Q

What is the ‘Symptom’?

A

It is the ‘What’. What has the Member asked of you or told you?

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3
Q

What is the ‘Diagnosis’?

A

It is the ‘Why’. Why is the Member’s issue occurring?

Once you’ve had the opportunity to troubleshoot, you can determine why the issue is occurring.

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4
Q

What is the ‘Resolution’?

A

How are you resolving the Member’s issue?

This is where you document how you assisted the Member.

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5
Q

For the Resolution, the “Error Code” field only appears if

A

the “Error Message” Symptom is selected.

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6
Q

If the Member remembers or has access to the error code,

A

select it from the dropdown in the secondary field.

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7
Q

If the Member doesn’t remember or doesn’t have access to the error code,

A

select “Can’t Remember” from the dropdown in the secondary field.

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8
Q

Zendesk Macros save time by pre-populating common messages to Members, but they also update

A

Zendesk fields wherever possible.

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9
Q

Agents can access macros through

A

the bottom search bar of any open ticket.

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10
Q

A specific macro can be found by using

A

keywords or using the option path provided when clicking in the search bar.

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11
Q

When updating a Zendesk ticket, it’s important to update the

A

Zendesk Forms.

Once we understand the subject of a Member’s request, it should be updated accordingly.

The dropdown for this field has multiple options available depending on the subject of the request. Although the “Form” field is not required, it should be updated to align with the request.

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12
Q

How do we document incomplete Member interactions, such as if a call or chat was disconnected, or if we were unable to hear the Member on the other end of the call before gathering contact information?

A

The brief interaction should be documented and solved as “Incomplete.”

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13
Q

When “Feedback” is selected in the Form dropdown, the option to select a

A

“Feedback Type” appears.

When submitted as “Solved,” the information is sent to the appropriate team within Peloton.

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14
Q

When working and updating tickets, it is important to understand how to properly update the following 3 Zendesk fields:

A

Escalation Field
Service Recovery Field
Product Field

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15
Q

The Escalation field in Zendesk is used to

A

communicate the status of an escalated Member.

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16
Q

The Escalation field in Zendesk includes a drop-down menu with what 3 options?

A

None (updated by the agent)

Needed (updated by the agent/waiting for leadership)

In-Progress (updated by leadership/being worked by leadership)

Leadership can solve the ticket or return it to a non-escalated state by reassigning it and updating the field back to “None”.

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17
Q

The Service Recovery field in Zendesk is updated by an agent if

A

any service recovery options were used to resolve the Member’s issue. This includes Bamko Kit/Welcome Gift packages (when available), $125 or $250 shipping credits, and free Membership months.

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18
Q

Which of the fields in Zendesk Forms is required, and what should it include?

A

The Product field is required. It should include the product the agent assisted the Member with.

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19
Q

Which Product Choices are available in the Product Field in Zendesk Forms?

A

Product choices include Bike, Tread, App, and TV, etc.

20
Q

Which Sub-Product Choices are available in the Product Field dropdown in Zendesk Forms?

A

The Sub-Product choices dropdown will provide options for Ruby, Quartz, Fire TV, Apple TV, etc).

21
Q

The Zendesk “Organizations” field is enabled for use with

A

Commercial and Corporate Wellness Members only.

This isn’t something Support agents readily see, so don’t worry about it.

It gives the Commercial Support Team the ability to automatically group users by email from the same commercial organization. Teams like Commercial Support can then share tickets within their group, and we can keep track of org-level information.

22
Q

If an agent is unable to complete a one-touch resolution, an appropriate follow-up timeframe should be set. The most commonly used option is

A

the 72-Hour (Bump).

23
Q

The 72-hour (bump) allows

A

72 hours for the Member to respond.

24
Q

If the Member doesn’t respond after the 72-Hour (Bump),

A

Zendesk issues a notification to review the latest update in the request. After an additional 72 hours with no response, the system sends another notification and resolves the ticket.

25
Q

Depending on the timeframe selected, Agent Follow-Up can lead to which two outcomes?

A

The pre-set follow-up time aligns, allowing for a quick, second follow-up and resolution.

The agent continues to “Pend” the ticket in short follow-up intervals until the issue can be fully resolved.

26
Q

The Zendesk Due Date Calendar is also available, but only for

A

specific ticket types.

27
Q

HW|SW LOB agents then have the ability to schedule a due date on the Zendesk Due Date Calendar for

A

the day after the service appointment.

28
Q

What action provides access to the Due Date Calendar and automatically updates the ‘Form’ field of the Zendesk ticket?

A

Applying the appropriate macro.

29
Q

There are 11 macros that auto-populate the Zendesk ticket and provide access to the Due Date Calendar. They are:

A

Repair Confirmation - Field Ops

Repair Confirmation - XPO

Hardware::Bearings Repair - Field Ops

Hardware::Bearings Repair - XPO

Crank Arm Replacement - XPO

Hardware::Crank Arm Alignment

Crank Arm Replacement - FO

Crank Arm Replacement - XPO

Frame Swap/Replacement - Field Ops

Frame Swap/Replacement - XPO

Tread::Swap- XPO

30
Q

What are the 4 steps of the Due Date Calendar?

A
  1. Confirm the Member has been scheduled.

Check CLM, JB Hunt, Select Express, or Field Service Lightning (FSL) to confirm.

  1. Update the Zendesk “Form” field.

Verify the “Form” field of the Zendesk ticket has been updated to “Hardware Inquiry” or “Software Issue”. If it has not been updated automatically, manually do so.

  1. Apply the scheduled due date from CLM, JB Hunt, Select Express, or Field Service Lightning (FSL) to the Due Date Calendar.

The due date in the Zendesk ticket should match the due date shown in CLM, JB Hunt, or Field Service Lightning (FSL). The ticket should then be placed in “Pending” status.

  1. Follow up with the Member when the ticket re-opens.

After the due date has been assigned and the ticket placed in “Pending” status, it will automatically re-open at 9:00 AM on the day after the assigned due date.

Once it re-opens, follow-up with the Member.

Although the follow-up dropdown still exists, there is no need to apply time. The ticket will automatically re-open at 9:00 AM on the day after the assigned due date.

31
Q

What are 3 important reasons to merge Zendesk tickets?

A

It helps respond to our Members effectively and efficiently.

It ensures the agent can easily access past tickets associated with the Member’s request.

It consolidates agent responses to Members in one communication.

32
Q

When should agents merge a Zendesk ticket?

A

When a Member reaches out for the same issue multiple times, there is a ticket in Zendesk for each inquiry.

Agents should merge tickets when there is more than one open or pending ticket for the same issue or request.

33
Q

What should agents always check for related tickets when communicating with a Member?

A

Ticket History

Note: Pay close attention to the dates of the tickets displayed.

Viewing tickets with recent dates may indicate a Member is inquiring about the same issue/request again.

34
Q

Where is the ticket history found in the Zendesk?

A

In the window directly above the CMS App.

35
Q

What are the 4 rules of merging a Zendesk ticket?

A

Always merge the newest ticket into the oldest ticket.

Only merge the newest ticket into a ticket that is open or pending.

Only merge tickets regarding the same topic or request.

If not taking the ticket from the original assignee, resubmit it as open to the original assignee to confirm updates or changes.

36
Q

What happens after a Zendesk ticket is merged?

A

Once merged, an automated internal note is visible on both tickets.

The newest ticket notes include the ticket number it was merged into.

The oldest ticket notes include the ticket number merged into it and the last ticket comment.

This automated note helps locate related tickets but does not meet our after call work expectations. Agents should still add internal notes describing the issue or request.

37
Q

When merging tickets, if the original assignee will be keeping the ticket and resolving the Member’s request, don’t forget to submit the ticket as

A

open

38
Q

When merging tickets, what if there are multiple tickets for the same issue, but the other tickets have already been solved?

A

Agents should only merge their ticket into another ticket when it’s in open or pending status. Do not merge solved tickets.

39
Q

When should an agent take a merged ticket, and when should it stay with the original assignee?

A

The agent should only take ownership of a ticket if they are best suited to resolve it.

If the request is being resolved by another LOB, leave it as assigned to the original agent. Resubmit the ticket as open, so the original agent is aware of the Member reaching back out.

If an agent can provide a faster resolution, they should take it and advise the Member they will be the point of contact moving forward.

40
Q

Do the required fields in Zendesk have to be completed before merging a ticket?

A

Yes.

Agents should complete all the required form fields, update the subject line, and enter the Member email address before merging.

41
Q

A ticket backlog refers to

A

unresolved Member Support requests in a particular timeframe.

42
Q

Backlogged tickets remain unresolved beyond the typical response time because of

A

associate performance, ticket volume, and/or dependencies and complexities that require additional time.

43
Q

Agents are able to effectively and efficiently work the ticket backlog using one of the following 4 filters:

A

Ticket status

Date updated

Date requested

Keyword or filter search

44
Q

What are the 4 steps to working on Backlogged Tickets?

A
  1. Begin with the open tickets in your queue.
    Select Views from the side tab to see your open tickets.
    Work these tickets to solve any tickets that require no further action.
  2. Sort Open tickets by the date updated to work from the tickets with the furthest date updated.
    Click Updated at the top bar to reorder the list from oldest to the newest.
    Take any necessary action needed to resolve and follow up with the Member.
    Work each ticket from oldest to newest until all Open tickets are addressed.
  3. You will now see a list of any and all pending tickets in your queue.
  4. Sort pending tickets by the date requested to work from the tickets that have been in your queue the longest.
    Click Requested at the top bar to reorder the list from the oldest ticket date to the newest.
    Review each ticket and take any action necessary to resolve the request.
    Some key questions to keep in mind are:
    What follow-up, if any, could resolve this matter the best.
    Have I done everything necessary to resolve this issue?
    Are there any other actionable steps needed?
    If you have determined that no further action is needed and you have communicated expectations with the member, solve the ticket.
45
Q

When should associates work the backlog?

A

When assigned to the email channel, moved to the email channel by RTA, or between interactions while working in the live queues (phone or chat). This helps to focus attention on the tickets that need it the most.

46
Q

You may search for Pending tickets in two ways.

A
  1. Locate the Zendesk search tool in the upper right area of the page.

A. Type:
Status: pending > assignee: (your email address)
Click Search magnifying glass
B. A list of all pending tickets assigned to you will be displayed.
C. Sort the results by the date requested to work from oldest to newest.

  1. Enter your Peloton email address in the search box and press enter.

A. Select Filters next to the search box.
B. Use the drop-down menu under Status to filter by all pending tickets assigned to you.
C. Sort the results by the date requested to work from oldest to newest.

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