
Zendesk
Authored by Ariel Eide
Professional Development
University
Used 3+ times

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17 questions
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1.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What type of communication should be run through Zendesk, excluding EMEA?
Internal Onboardings
External Onboardings
Internal Offboardings
External Offboardings
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Velocity Global Team members are called what?
Internal Users
Organizations
End Users
Internal Members
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How can you ensure that an external requester (client or employee) on a ticket is able to view a person's response?
When a side conversation is had with them
By creating a child ticket
By responding via an internal note
By responding via an public note
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
If you're creating a ticket from Zendesk, how can you ensure the external requester receives the email from the correct email address?
Leave the default settings be, the system will automatically know
Change the email to your Zendesk email address in the "Select an Address" section before sending
Change the requester to you
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
If you receive an email from an end-user that needs to be captured in a ticket, what should you do?
Create a new ticket within Zendesk and assign yourself as the requester
Create a new ticket within Zendesk and assign the end user as a follower
Forward the email to your Zendesk support address, this will create a ticket
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Is there a way to keep track of a ticket without having to actively respond to it, or assign it to yourself?
Yes, you need to set yourself up as a follower
Yes, you need to just make sure to CC yourself in each response
Yes, you need to set yourself as the requester
No, but you can still search any ticket you'd like in the system
7.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
When should you use a side conversation over a child ticket?
You don't want to track it with a report
You need to talk through an issue with another team member
You need a one-off answer from an external party to further your ticket completion
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