Question:

What is the workflow and what are the statuses of support service tickets on the Zendesk Support Platform? 

Solution:

To understand the workflow of support tickets, check the possible statuses of a ticket:

• New: the ticket has been received by support and shortly, one of the analysts will start the service;

   

• Under analysis: the ticket has been assigned to one of the support analysts, who is working to resolve it;

   

• Waiting for customer response: the ticket is with the requester (customer, channel, or consultant), awaiting more information, data, and/or evidence requested by the support analyst;

  • While the ticket is in this status and the nature is Incident or Request (Question), the qualification is automatically set as 'Undefined due to lack of Information (HD1)', because if a response is needed for the treatment to proceed, the ticket’s qualification cannot yet be defined, as information still needs to be sent to Support.

  • After 6 business days without response from the requester in this 'Waiting for customer response' status, the ticket will be automatically closed with the qualification 'Undefined due to lack of Information';

  • Before automatic closure, the requester will be notified by email twice (approximately 2 and 4 days counting from the last request made by Support).

     

• Waiting for definitive solution: the ticket remains in this status when a temporary file with the solution is made available (Alpha, BPL, DLL, etc.), until the official version release occurs. In this case, the ticket will not be closed automatically and will move to the status 'Customer validation' when the version is released.

   

• Under joint analysis with other areas: means that the support analyst is working on resolving the ticket together with another Senior area (maintenance, development, etc.);

   

• Customer validation: the ticket is waiting for validation from the requester (customer, channel, or consultant), after the support analyst has provided the solution;

  • After 6 business days without response from the requester in this status, the ticket will be automatically closed;

  • Before automatic closure, the requester will be notified by email three times (approximately 1 hour, 2 days, and 5 days counting from the last response from Support);

  • While the ticket is in this status, the satisfaction survey will be available for the requester to evaluate the service;

  • The ticket closure always occurs automatically by the Support Platform within up to 6 business days after the last transaction, and cannot be closed manually by Support, even if explicitly requested by the requester. This process is carried out this way so that the requester has the opportunity to validate the information sent by Support as well as respond to the satisfaction survey;

  • For Accredited Consultants and Channels, this is the deadline to review the ticket qualification.

     

• Customer requested closure: the requester (customer, channel, consultant) requested the ticket closure by phone or within the ticket itself;

  • After 6 business days without response from the requester in this status, the ticket will be automatically closed;

  • Before automatic closure, the requester will be notified by email three times (approximately 1 hour, 2 days, and 5 days counting from the last response from Support);

  • While the ticket is in this status, the satisfaction survey will be available for the requester to evaluate the service;

  • The ticket closure always occurs automatically by the Support Platform within up to 6 business days after the last transaction, and cannot be closed manually by Support, even if explicitly requested by the requester. This process is carried out this way so that the requester has the opportunity to validate the information sent by Support as well as respond to the satisfaction survey;

  • For Accredited Consultants and Channels, this is the deadline to review the ticket qualification.

• Closed: the ticket has been completed and there is no possibility to change any information related to it (including the satisfaction survey).

  • If further support on the subject is needed, create a follow-up ticket, where the information history will be maintained. For more information, access the article: Support Platform - What it is and how to create a follow-up ticket.