Zendesk Deep Dive Training

VIDEO TRANSCRIPT | Recorded: 2024-02-11 | Verify against current system state

Abstract¶

Comprehensive Zendesk training for staff covering both end-user experience and agent workflow. Demonstrates the help portal where members submit requests via topic-based forms with suggested knowledge base articles. Covers agent interface including inbox views, play mode for working tickets, ticket anatomy, macros for standard responses, and status management. Explains two brands (Help Center for external, Internal Staff for IT), vanity URLs for direct form access (ask.aanp.org), and automatic reminder system for pending tickets.

Key Procedures¶

• Submit request via ask.aanp.org or support.aanp.org
• Select topic to route to appropriate form and team
• Use suggested articles to self-serve before submitting
• Access agent interface: aanpsandes.com/agent
• View My Tickets (assigned) and Unassigned queues
• Use Play mode to work through ticket queue
• Take assignment from unassigned tickets
• Change assignee/group for misrouted tickets
• Use internal notes for warm transfers between teams
• Apply macros for standard responses
• Set ticket status: Open, Pending, Solved

Notable Statements¶

• 0:02:50 "When you're talking to members, I'd prefer if you used ask.aanp.org to send them to the knowledge base page."
• 0:05:49 "We are going to work towards eliminating what I call a service email box, membership at aanp.org, CECenter at aanp.org."
• 0:08:00 "We're not stopping phone support. If someone still needs help over the phone, we're still going to help them."
• 0:12:05 "To work as an agent, you would go to aanpsandes.com. The easiest way to get in is just do slash agent."
• 0:21:30 "When it's a white background, public. Yellowish background, it's internal."
• 0:23:42 "A macro is... almost everyone on this call is familiar with a signature response or a standard reply."
• 0:24:05 "ITS is for help desk. CON is for conference. CEC is for CE Center and MEM is for membership."
• 0:26:58 "They get reminders saying... hey, you haven't responded back... 7, 14 and 21 days."

Systems & Configurations¶

Systems Mentioned¶

• Zendesk Support (ticket management)
• Zendesk Guide (knowledge base)
• eBusiness login (SSO authentication)

Specific Configurations¶

Credentials/Access Mentioned¶

• Full agent access (public replies)
• Light agent access (internal notes only)
• eBusiness SSO for agent login

Errors & Troubleshooting¶

• Issue: Ticket assigned to wrong group
• Cause: User selected incorrect topic
• Resolution: Change assignee group in left panel

• Timestamp: 0:13:45

• Issue: Requester name shows email carrier name not form entry

• Cause: System uses email address name, not form fields
• Resolution: Check first/last name fields in left panel

• Timestamp: 0:18:33

• Issue: Can't find macros

• Cause: Looking in wrong location
• Resolution: Click lightning bolt icon in response area
• Timestamp: 0:22:51

Transcript Gaps & Quality Notes¶

• Training session with full member care team
• Discussion of phone support continuing alongside Zendesk
• Macro naming convention: prefix (ITS, CON, CEC, MEM) + dash + description
• Signatures created as personal macros (no email signatures in Zendesk)
• Vanity URLs article available for staff reference
• Play mode demo for efficient ticket processing
• Internal notes = warm transfer equivalent
• Public reply = white background, internal note = yellow background