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Zendesk: Users and Ticketing for Account Managers

Introduction

This article covers how Users are currently managed in Zendesk, and how Client Success (CS) can use Zendesk to control how tickets are routed, and how Customer Care should communicate with Clients. This article was also the result of a discussion with the ACSM team.

 

Users

Zendesk uses Client Center to manage users. A new Zendesk user is created when a user accesses the Client Center and clicks the Support Center button (or Support link). This is also how all users access Zendesk.

  • Note: this link only appears if the Client Center user has the permissions for Support Center Access enabled.

 

 

After the user is created in Zendesk, clicking the link in Client Center does a couple things.

 

User Type

Zendesk Behavior

External Users (Clients)

External users will then be routed to the Knowledge Base, where clients can find help articles on using G5 applications like the CMS, Reputation Manager, and Dashboard. They can also submit requests to Support using a web form and review their ticket history and current statuses.

 

  • Note: it's important, even if the Client is completely on Cloud, that they have a Client Center user in addition to their Auth user. Links to Support from the CMS or Dashboard as well as links to articles and ticket statuses in emails from Customer Care go to Client Center for authentication.

Internal Users (G5 Employees)

Internal users will be routed to the Zendesk web app where they can see all ticket traffic. Most internal users have limited access and have a collaborator-style role. Zendesk calls them "Light Agents" and they have the following permissions/limitations:

  • They can see all shared views (queues) and tickets, included the Suspended queue.

    • They can recover tickets from the Suspended queue.

  • They can create personal views for filtering tickets on specific criteria.

  • They can comment on any ticket, but

    • All comments are private, meaning they cannot communicate directly with clients (external users) via the Zendesk app.

  • They can fill out or update ticket fields if they are the Requester on the ticket.

  • They can submit tickets on behalf of other users (both internal and external), like a CSM or Client.

  • They have access to Macros, which can load templates for specific types of requests.

  • They cannot solve tickets or be assigned them.

 

Note: If you are an internal user and you see the Knowledge Base, submit a ticket to Customer Care by using the link on that page or via email to support@getg5.com. We will upgrade your permissions.

 

Note: If you've submitted tickets to Customer Care and have received a response, you have access to Zendesk. Login to Client Center and click "Support Center" to experience it.

 

Emails sent or forwarded from unknown addresses will be suspended.

 

Users are identified by their email addresses, and emails submitted by addresses not associated with Zendesk users will be suspended. Suspended requests take longer to process because Customer Care first has to determine if the request is valid and approved by the Client.

 

Avoid forwarding emails from clients to support@getg5.com unless you know the client is an existing user. Zendesk ignores who is forwarding the email and looks at the original message to determine if it should create a ticket. Customer Care will not see any comments you add as part of your forward.

 

Why don't my Clients appear in my dropdown when I type in my name?

 

Zendesk can associate multiple Clients with each user, but this is not done automatically. For CSMs, these are updated periodically or when prompted in a ticket. Eventually this could be done automatically, but not currently. Customer Care will update your user if you submit a ticket on behalf of a Client not previous in your list.

For ACSMs, Customer Care also adds Clients to your user as needed.

 

Note: Zendesk currently limits the number of Clients that can be associated with a single user, but that number has been increasing regularly (It used to be 25, then 50; currently, it's 100.)

 

Ticketing

The best part of submitting tickets from within the Zendesk app is being able to submit tickets on behalf of another user. Because of this power, you get to control the level of communication that Customer Care has with the Client. Customer Care defers to you to set the terms of engagement. A couple quick terms:

 

  • Requester - This is the user that all ticket comments are directed to, and is how Zendesk associates tickets with clients. Any Zendesk user can be a Requester, but only internal users can see Private comments. The Requester can be changed at any time.

  • Submitter - This is the user that originally submits the ticket. Zendesk will automatically CC the Submitter when the ticket is created. The Submitter doesn't change once the ticket's created.

 


 

Requester / Submitter Configurations

Interpretation by Customer Care

You are both the Requester and the Submitter. This is the default behavior and happens when

  • You type your name into the Requester field.

  • You add a ticket in Zendesk, but leave the Requester field blank.

  • You send an email to support@getg5.com.

  • You re-open a ticket you were the requester on or create a follow-up.

  • You do not CC any external users or mention that any should be added.

Customer Care treats you as the client, which means

  • You receive all ticket notifications.

  • Customer Care will ask you for any missing information.

  • You are responsible for updating the client when applicable.

You are both the Requester and the Submitter, but you CC someone else. This happens when

  • You type your name in the requester field and someone else in the CC field.

  • You reply to someone else's email, and CC support@getg5.com.

    • If you need us to create a user for this someone else, please indicate so.  Ex. "Hey, I've looped in Support to address this. They will get back to us promptly."

  • You reply to a ticket notification, and CC someone else.

  • You update an existing ticket, and add someone else to the CC field.

  • You re-open or create a follow-up on a ticket where someone else was previously CC'd.

 

Note: You can only CC existing Zendesk users. Unknown addresses are dropped when the ticket is updated.

Customer Care still treats you as the client, but adjusts to the new dynamic.

  • CC'd Clients will receive the standard public notifications when the ticket is received, assigned, and solved.

  • Customer Care will prompt you first for additional information with the option of addressing the client directly. Customer Care will typically not reach out the client directly unless the info needed is innocuous.

You set someone else as the Requester or direct Customer Care to work with the Client directly in the comments.

  • This can only be done on your end using the Zendesk app.

  • You need to tell Customer Care to work with the Client directly if you submit a ticket via email.

    • Include the Client's email and full name, please.

  • You can set a new Requester on a ticket you submitted.

    • CC yourself if you want to continue to receive ticket updates.

Customer Care works directly with the Client and will ignore you in most circumstances.

  • Customer Care may reach out for help if the request in the ticket moves beyond Customer Care's scope or they fail to get a response from the Client.

  • Customer Care will set the Client as the Requester and add you to the CC field if you've directed Customer Care to work with them directly.

    • All ticket updates after that will be directed to the Client.

You forward an email from the Client and ask Customer Care to work directly with the Client.

  • Don't forward emails from Clients except as a last resort.

    • Clients only have access to Zendesk if they have logged into Client Center and then clicked the "Support Center" link.

    • Zendesk doesn't follow forwards and uses the original message to determine whether to create a ticket.

  • Instead reply to a Client's email and CC support@getg5.com.

 

Note: Internal users can manually recover suspended requests from the Suspended Queue in the Zendesk app.

Customer Care may not see a forwarded request.

  • If the Client's email is associated with a user in Zendesk, a ticket will be created, and the Client will be set as the Requester, and you will be CC'd.

    • Any message in your forward will be appear as a private comment.

  • If the Client's email is not associated with a user in Zendesk, the request will be suspended and will need to be manually recovered.

    • Customer Care will not see your comments or that you forwarded the request; they will only see the original message.

    • Customer Care reviews suspended requests periodically throughout the day.

      • Once recovered, the Client will be the Requester, and you will be CC'd.