Zendesk Instructions for End-Users Ver. 1.00 July, 2013
Ver. 1.00 July, 2013
Zendesk Instructions for End-Users Getting Started Registering & Logging in to Zendesk To submit and then track your support requests, you need to sign up and create a Zendesk user account. If you ve already communicated with our support staff through email, you will already be registered. If this is the case, when you try to register you ll receive a message saying that an account already exists for your email address. (You will still need to establish a Zendesk password see Changing Your Password below.) To register, you just need to enter your name and email address and verify your sign up request. How to sign up 1. Go to the Agora Zendesk website: support.pubsvs.com 2. Select the Sign Up link (located at the top right of the screen) and you'll see the sign up page 3. Enter your name and work email address 4. Verify your sign up request by entering the two displayed security words and then click Sign Me Up! You'll receive a welcome email at the email address you entered in the sign up form. Click the link in the email. You'll be prompted to enter a password (applying the criteria described on the password screen). Once you create a password, you can log in to Zendesk by entering your email address and password. Choosing Your Language Preference Zendesk supports the English, French and Spanish languages. The default is English. You can select another language as your default language for your use of Zendesk. You'll see a language selector in the menu bar. Select your desired language from the list and Zendesk immediately displays the language you've chosen. As a registered Zendesk user, your selection is saved and your selected language is displayed each time you log in to Zendesk. Changing Your Password You can change your password at any time by logging in to Zendesk and updating your user profile. How to change your password 1. Log in to Zendesk 2. After you've logged in, click on your name (located at the top right of the screen) 3. To change your password, select Actions >> Change Password 4. You'll be prompted to enter your current password and then a new password Note that you will only enter your password once, so type carefully and remember what you have selected as your password. 5. Click Change Password If you forget your password, just click Login (located at the top right of the screen) and then select Help! I don't know what to enter here! You'll be prompted to enter your email address. After clicking Submit, you'll receive an email that contains a link to create a new password. Ver. 1.00 Page 1 of 5 July, 2013
Changing Your User Profile As needed, you can edit your Zendesk user profile. How to update your user profile 1. Log in to Zendesk and click on your name (located at the top right of the screen) 2. Your user summary page is displayed; to edit your account, click Edit 3. On the Basic Info tab, you can update your name, change your phone number, and select your time zone 4. When you're done, click Update Submitting a Support Request Once you are a registered Zendesk user, you can submit support requests. You can request support by sending an email, by phoning, or using the Zendesk web portal. Email: support@pubsvs.com Phone: 1-443-353-4444 (for international support, call +33.679379580) Web portal: support.pubsvs.com (Suggestion: save as a Favorite in your browser) Requesting Support by Email You can request support by sending an email directly to the support email address: support@pubsvs.com. Just create a new email message, add a subject, and then describe your support issue in the body of the email. You can also add attachments (including any completed forms) using your email application. Shortly after you submit your support request, you'll receive a confirmation email and then a follow-up email from the Tier 1 agent who is assigned to your request. Requesting Support by Phone You can request support by calling the Tier 1 support line at 443-353-4444 (for international support, call +33.679379580). A Tier 1 agent will collect the information from you about your request and enter it in to Zendesk. Just as when you email your support request, you'll receive a confirmation email and then a follow-up email from the Tier 1 agent assigned to your request. Requesting Support Using the Web Portal How to request support via the web 1. Access and log in to Zendesk 2. Select Submit a Request (at the top left of the page) 3. Enter a subject and description of your support issue Be as specific as you can with the subject and description of your support request, as this will enable the Tier 1 team to better understand your need and address it. Ver. 1.00 Page 2 of 5 July, 2013
4. Click Attach file if you wish to add any attachments (including any completed forms) to your support request 5. Click Submit You'll receive a confirmation email shortly after you submit your support request to confirm that it has been received. Once a Tier 1 agent is assigned to the request, you'll receive another email. You and your agent can then communicate back and forth by replying to the most recent email. Tracking Your Support Requests You can track all your support requests, no matter how you submitted them, by logging in to Zendesk and selecting Check Your Existing Requests. A list of all your unresolved support requests will display. There are two ways to review this list: as a detailed list or as a compact list: The detailed list displays the titles of the requests and the date they were submitted. The compact list is a table that shows the request ID, the subject, the date you made the request, the status, and the assignee (i.e., agent assigned to your request). To see the details of a support request, click on its subject. You can sort the list by clicking on any of the column headings. For example, if you want to view all your requests grouped by their status, just click the Status heading. Statuses are used to indicate steps in the process of resolving your support request: New means that the request was received but that it has not yet been opened or that Tier 1 is evaluating it to determine who should be assigned to resolve it Open means that the request has been assigned to a Tier 1 agent who is working to resolve it Pending means that the Tier 1 agent has a follow-up question for you. The agent may need more information about your support issue. Requests that are set to Pending remain that way until you respond and provide the information the agent needs to continue resolving your request. Resolved means that your support issue has been addressed by a Tier 2 agent (because it was escalated to Tier 2 by Tier 1). Tier 1 will respond to you with the resolution. Solved means that your support issue has been addressed. All of your solved requests remain in this list until they are closed. Closed means that your support request is completed and cannot be reopened. Viewing All Requests in Your User Profile A list of all the support requests you created is also available in your user profile. Click on your name (located at the top right of the screen). Your user profile lists all the requests you've created, the date you made the request, the time of the last update, and the status. Ver. 1.00 Page 3 of 5 July, 2013
Viewing Your Recently Solved & Closed Requests After you've created requests and one or more of them have been solved, you can view these requests by clicking View your recently solved and closed requests. Reopening a Solved Request It's possible to reopen a solved request. You can even create a follow up to a request that has been closed. Soon after a request is solved it is closed, meaning that the request cannot be reopened: you can however create a follow-up request to a closed request (see Creating a Follow-Up for a Closed Ticket below). While the request is solved and not yet closed, you can reopen it by adding a comment to it. How to reopen a solved request 1. Log in to Zendesk and select Check your existing requests 2. Select View your recently solved and closed requests 3. Select the solved request that you want to reopen Note that both solved and closed requests are shown in the list. 4. Add a comment to the request explaining why it's not resolved 5. Click Submit You can also reopen a solved request using email. Just reply back to the email notification you received that informed you that the request was solved. Creating a Follow-Up for a Closed Request While you can't reopen a closed request, you can create a follow-up request to a closed request. Doing so creates a new request that references the closed request. Your support agent can then refer to the closed request for background information related to your new request. How to create a follow-up request for a closed request 1. Log in to Zendesk and select Check your existing requests 2. Select View your recently solved and closed requests 3. Select the closed request for which you want to create a follow-up Note that both solved and closed requests are shown in the list. 4. Select Create a follow-up 5. A new follow-up support request is created; enter all the required information and click Submit You'll receive an email message confirming your new support request. Ver. 1.00 Page 4 of 5 July, 2013
Viewing & Searching Your Organization s Requests If your user account belongs to an organization, you can view all of the support requests from all other users in that organization. If you belong to an organization, a (named) organization tab is added to the menu bar in Zendesk. You can view and possibly add comments to the support requests of other members of the organization to which you belong. This provides everyone in the organization with insight into shared support issues. By checking your organization's requests, you may find that someone else has already reported a support issue that you re having. If so, you may not need to create a support request yourself. Instead, you can follow the request to its resolution. How to view your organization's support requests 1. Log in to Zendesk 2. Click the link to your organization's requests 3. All of your organization's requests are displayed. To view a specific request, click its title. You can also search requests based on specific words and keywords. Reviewing Requests by Status You can view your organization's requests by status. Open requests include those that have a status of Open or Pending. When viewing your organization's solved and closed requests, you can create followup requests to your own requests just as you can when viewing your requests in your user profile or clicking Check your existing requests in the menu bar. Reviewing Requests by User You can also view the support requests of other people in your organization. Just click on a person's name and you'll see all of the requests that they have made. Mobile Access You can access Zendesk from your mobile device to submit or track your support requests. Apps are available for most mobile devices. Ver. 1.00 Page 5 of 5 July, 2013