Zendesk

What type of communication should be run through Zendesk, excluding EMEA?

• Internal Onboardings

• External Onboardings

• Internal Offboardings

• External Offboardings

Velocity Global Team members are called what?

• Internal Users

• Organizations

• End Users

• Internal Members

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

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

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

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

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

What is the purpose of a ticket category?

• To ensure the correct list of team members can view a ticket

• To ensure each case is correctly categorized in our system

• To reduce non reusable plastics in our earth's oceans

• To ensure the ticket is routed to the correct department within Velocity Global

If you'd like assistance in resolving a ticket from another internal party (such as a CAM/CDA getting help from the EX team) you should?

• Create an internal note

• Create a child ticket

• Add the team member as a follower

• Create a great-great-grandchild ticket

This status means that the request has been assigned to someone internally who is working to resolve it. This is equivalent to an unread email in your inbox.

• New

• Open

• Pending

• Solved

• Closed