Using a web-based portal to create your support request offers a richer, more effective means of delivery of information and ultimately, quicker resolution times. The web portal will sometimes enable a user to add information normally included in the description or body of an email. The agent consequently must pick out key information, often resulting on slower resolutions times. It is therefore recommended, where possible, to become familiar submitting support requests using the web portal.
Using the Portal
Once you're successfully logged in to Zendesk the first page you will see is the landing page. In the top right-hand side, you'll see your profile name with a few options including your recent activities/current and past tickets, profile information and a link to sign out.
To raise a new support request, click Submit a request as below.
Enter details of the request such as subject, description and, for example, if you need to attach any supporting files to the ticket. See the below example. Note some fields may be custom and/or mandatory.
Once your ticket is created, you'll be automatically forwarded to the ticket information screen. An email will automatically be sent to your registered email address with information including the new ticket ID. Accessing the tickets details page, you can view and update ticket details. You can communicate with the agent actioning your ticket using the Add to Conversation field at the bottom of the form.
The ticket will be actioned and transitioned through to an agreed closure!