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Total questions: 17
Worksheet time: 23mins
This status is used when we (Justworks) is waiting on a response from a customer.
Open
Pending
On-Hold
New
To make outbound calls in the Talkdesk app, this icon must be enabled:
An Internal Note is used for direct communication with our customers.
True
False
The JIRA project that is used to make a ticket regarding Medical, Dental, and Vision is known as a _ _ _ Ticket
(a)
Circle what button is used to assign a ticket to yourself?
There is a minimum limit of 2 tags required for each Zendesk interaction.
True
False
Identify the 2 ways you can set a reminder for a Zendesk Ticket.
Reminders App
Apply Macro
This status is used when there is information that has been requested from an internal team or source
Open
Solved
On-Hold
Pending
I should be logged in to TalkDesk when I start working in the morning, no matter if I am taking calls or not.
True
False
Draw where to find if someone has reached out to Justworks in the past and where to find these interactions
What app in Zendesk is used to show an association with another Zendesk ticket about the same/similar issue from that customer?
Knowledge Capture
Linkets
JIRA
Reminders
Circle the area where a person can monitor the call of a representative who is currently on a call.
Based on the following issues, what type of JIRA ticket is required?
-Incorrect Payroll Deductions
-Reversals
-Garnishments
-Adjustments
PayX
TAX
PTU
PSS
Every JIRA project/team has the same SLA to respond to ticket inquiries.
True
False
To add a manager or peer to a Zendesk Ticket so they can keep track of what is happening on the ticket, please draw what area within the ticket needs to be selected.
When making a JIRA ticket, we should not be assigning the ticket to anyone specifically
True
False
What is the title of the Macro we would use to send a ticket to HR Consulting?
