Zendesk Flashcards
Places to redact PHI
- The subject line of the help request (PHI here can be redacted by simply deleting it from the subject line).
- The body of the customer’s help request question (this can be redacted using the Text Redaction app).
- This also includes attachments or screenshots the customer includes, which can be redacted with the Text Redaction app.
PHI requirements
- PHI and/or PII shared by customers in the help request body or an attachment must be redacted using the Zendesk Redaction tool from requests and chats unless the information was submitted via the PHI Submissions Form.
- If PHI and/or PII is added to a help request Subject line or Client/Claim URL field, the SimplePractice team member must always follow protocol to recreate the help request without PHI and then delete the original help request.
- SimplePractice team members should never share PHI and/or PII.
- If a customer shares PHI and/or PII, the SimplePractice team member must inform the customer by using the Security, compliance, and legal > PHI [ADD-ON] macro or the PHI Sent chat shortcut
Open status
- Open indicates a help request is waiting for action by the team member.
- Open status can be used when submitting a help request for review, you will submit as Open so that the internal note can be seen by other SimplePractice team members.
Pending status
- Pending indicates the agent is waiting for more information from the customer.
- The Pending status should be used when sending a help request live to a customer who has either a trial, trial with credit card, or a paid account (Plus, Essential, or Starter). When a help request is submitted as Pending it allows the customer to review our response and either reply with additional comments and questions, or log into their account and mark their help request as Solved on their own. This gives our customers the power to decide when and if their request is Solved.
- Once submitted as Pending there is nothing you need to do to follow up. The customer will receive an automated email asking if they still need assistance prompting them to write back to our team, or if their help request was solved. These automated emails are sent at 48, 96, and 120 hour intervals.
On Hold Status
Sometimes help requests require a third party to weigh in or we may be waiting on a customer to provide us with more information to solve a help request. In these circumstances we have the ability to submit a help request as On-hold, which indicates the team member is waiting for information or action from someone else. Scenarios where this frequently happens is if you’re waiting on a reply from our Compliance Team, a Technical Escalation investigation, a Database Request investigation, or an Admin Tool Request change.
Solved status
- A customer may choose to log into their Help Center > My Activities to mark their own help requests as Solved, if they feel their request is resolved.
- A presale or lead’s request, who does not yet have a trial, should be submitted as Solved on their behalf when we respond. The reason for this is that a lead does not yet have an account to log into in order to mark their own help requests as Solved, so we do this on their behalf.
- If the customer has a trial, trial with credit card, or paid account and they reply with a resolution statement the help request can be submitted as Solved. In these situations, the customer is choosing not to mark their own help request as Solved, so we can submit as Solved on their behalf. Examples include: “Thanks!”, “Resolved”, or “This is solved.”
In these situations there is no need to reply back “You’re welcome” unless there is an additional comment or questions that require a reply. This is because the customer will receive an automated email from “you” when you mark it as Solved anyways.
What to do after you receive a good CSAT?
Close the ticket
What to do after a bad CSAT?
Almost always gets a reply
When closing a ticket what is best practice?
It is good practice to always leave a note when manually closing out a request, to explain why the request is being closed
Trust sentiment should be filled out when?
trust sentiment should match the end result of the request at hand.
What are the trust sentiment options?
Positive, negative, neutral none
Bets practice for merging help requests
Newer help requests are always closed and merged into older help requests so the merged help request stays as close to the top of the queue as possible. This allows the customer to get support more quickly
Steps to split a ticket
- Enter a ticket title
This is a required field
The title of the request can be changed once the new request is created - Leave a comment for the new request
This is an optional field where you can include the specific question that is being split - Uncheck the Public box to make sure the customer doesn’t receive this comment
- You can also leave a comment on the request you’re splitting from
- Uncheck the box next to Public to make sure it isn’t public
- Do not include a ticket tag/disposition or ticket tier
- Click Split Now
