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Zendesk: Work the Suspended, and Not Assigned Pools

Introduction

The document explains how to work the Suspended Tickets, and CC Not Assigned Pools in Zendesk. Suspended Tickets is for tickets that have an error condition, such as the ticket was submitted using an email unrecognized by Zendesk. CC Not Assigned is for tickets that have not been automatically assigned to a Customer Care specialist (or Team) for triage, usually because the client has not yet been assigned to a specialist (or Team).

 

Process Suspended Tickets

Suspended tickets typically have one of the error conditions listed below. Follow the steps listed for the applicable error condition.

 

Permission denied for unknown email submitter: submitter either does not have a ZD account, or is submitting the ticket using an email address not associated with the ZD account:

  1. Perform the following steps for each ticket in the Suspended Tickets Pool:

    1. Click the Recover Automatically button => this action creates a ZD account for the submitter, creates a ticket, and adds the ticket to the Not Assigned Pool (because no Organization has been assigned to the account)

      1. Note: all tickets, even if submitted by unauthorized users, should be recovered automatically because this allows notifications to be sent through ZD, rather than through your work email. As a result, many tickets in this pool will need to be deleted, along with the ZD user account, immediately after recovering the ticket. Those steps are covered in the Process CC Not Assigned Tickets section below.

    2. Follow the steps in the Process Not  Assigned Tickets section below

      1. Note: the number of tickets in the CC Not Assigned Pool might not be equal the number of tickets you recovered from the Suspended Tickets Pool; this is due to situations such as: a ticket suspended because an unauthorized ZD user, who was CC'd on the ticket, replied to a ZD notification => in this situation, a ZD account will not be created for the user and the ticket will avoid landing in the CC Assigned Pool   

Unknown user tried to update existing ticket, or User does not have authority to update this ticket: user attempted to update a ticket that he did not submit:

  1. Search for a CC account for the user by searching the last name listed in the suspended ticket, then follow either step 1 or 2 below, whichever is applicable:

    1. If submitter does not have a CC account, or if the submitter has a CC account without ZD permissions:

      1. Paste info to existing ticket and note who info was from

      2. Delete suspended ticket

    2. If submitter has a CC account with Zendesk permissions:

      1. Paste info to existing ticket, note who info was from, and add the submitter to the CC's field

      2. Delete suspended ticket

Automated response email, delivery failed: email from ZD mailer-deamon was undeliverable

  1. Check user's ZD account email address for typos and make any necessary corrections

  2. Delete suspended ticket

 

Automated response mail, out of office: email sent from ZD triggered an auto-response out of office reply from the recipient

  1. Delete suspended ticket

 

Detected as spam: email from user was flagged as spam

  1. Delete suspended ticket

 

Process CC Not Assigned Tickets

Tickets in this pool are typically ones that have been recovered from the Suspended Pool (tickets recovered from the Suspended Pool can be identified by the following information, which displays immediately below the ticket Subject field: Friday 02:15 pm Test User via Pete LeRoy (change) Via support&g5search.zendesk.com). Perform either step 1, 2 or 3 below, whichever is applicable, to work tickets in the CC Not Assigned Pool.

 

  1. If the ticket was submitted by the AM, but the Organization field is G5, rather than the actual client name, then perform the following steps:

    1. Select the client name from the Organization dropdown menu; note the following:

      1. If the client name is not an option in the Organization dropdown menu on the AM's account, then add it to the AM’s account

      2. If the client name is not found in ZD at all, then add it by hovering over the + Add button at the top left corner of any ZD screen, then clicking Organization

  2. If the ticket was submitted by an internal user (or from Honeybadger), other than the AM, then perform the following steps:

    1. Change the Requester field to the AM => this step is necessary to assign an organization to the ticket

    2. Select the client name from the Organization dropdown menu: note the following:

      1. If the client name is not an option in the Organization dropdown menu on the AM's account, then add it to the AM’s account

      2. If the client name is not found in ZD at all, then add it by hovering over the + Add button at the top left corner of any ZD screen, then clicking Organization

    3. Add the original requester in the CC's field

  3. If the ticket was submitted by an external user, then perform the following steps:

    1. Search for a CC account for the user by searching the last name listed in the ticket, then follow either step 1 or 2 below, whichever is applicable:

      1. If submitter does not have a CC account, or if the submitter has a CC account without Zendesk permissions, then perform the following steps:

        1. Apply macro Client Responses > No Support Center Access

        2. Copy the Submitter's name someplace (necessary in order to perform the next step), then delete the ticket

        3. Delete the submitter's ZD account that was created from automatically recovering the ticket from the Suspended Pool

      2. If submitter has a CC account with Zendesk permissions, then perform the following steps:

        1. Search ZD by the submitter's name to see if he has a ZD account in addition to the one that was created from automatically recovering the ticket from the Suspended Pool, then follow either step 1 or 2 below, whichever is applicable:

          1. If the submitter does not have a ZD account in addition to the one that was created from automatically recovering the ticket from the Suspended Pool, then perform the following steps:

            1. In the Org field, click + add organization, then select the appropriate client name from the dropdown menu

          2. If the submitter has a ZD account in addition to the one that was created from automatically recovering the ticket from the Suspended Pool, then perform the following steps:

            1. In the previously existing ZD account, in the Primary email field, click + add contact, click Email, and enter the email address used to submit the ticket

            2. Delete the ZD account that was created from automatically recovering the ticket from the Suspended Pool