Zendesk Pages

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6. Zendesk Pages

On this page

• What this covers
• Ticket page
  • Ticket metadata section
  • User section
  • Ticket contents section
  • Ticket apps section
  • Footer section
• Organization page
  • Organization metadata section
  • Organization tickets section
  • Organization users section
  • Organization apps section
• User page
  • User metadata section
  • User tickets section
  • User help center section
  • User app section

What this covers

This training material will cover the following topics:

• the ticket page
• the organization page
• the user page

Ticket page

Ticket metadata section

This section is on the left-hand side of the page and contains the metadata for a ticket, such as:

• Assignee
• CCs/Followers
• Ticket form
• Tags
• Ticket type
• Custom ticket fields

User section

This section is only visible by clicking the person icon on the top of the metadata section. It contains very basic information about the requester and any interactions with them. This section is not used often at GitLab as we currently only use the ticket system.

Ticket contents section

This section, which makes up the middle of the ticket page, is the main part of the ticket page. It contains all the comments on a ticket (both internal and external). This is also where agent's write up their replies.

Ticket apps section

This collapsible section is the right-hand side of the ticket page. Here, any installed Zendesk apps appear.

Footer section

This section makes up the very bottom of the ticket page. Here, agents can apply macros to the ticket and submit updates.

The play settings are also present here (next to the Submit as button). These determine what Zendesk does after updates are submiited. The options are:

• Close tab - this indicates Zendesk should close the entire ticket page after the updates are submitted
• Next ticket in view - this indicates Zendesk should open the next ticket in the view that was used to open the ticket
• Stay on ticket - this indicates Zendesk should do nothing after the updates are submitted

Organization page

Organization metadata section

This section is on the left-hand side of the page and contains the metadata for the organization, such as:

• Tags
• Domains
• Group
• User permissions
• Details and notes
• Custom organization fields

Organization tickets section

This section makes up the middle of the organization page. Here, you can see all tickets belonging to the organization. You can also click a tab to go to the organization users section.

Organization users section

This section makes up the middle of the organization page. Here, you can see all users belonging to the organization. You can also click a tab to go to the organization tickets section.

Organization apps section

This collapsible section is the right-hand side of the organization page. Here, any installed Zendesk apps appear.

User page

User metadata section

This section is on the left-hand side of the page and contains the metadata for the user, such as:

• Type
• Access levels
• Tags
• Primary email
• Organization
• Details and notes
• Custom organization fields

User tickets section

This section makes up the middle of the user page. Here, you can see all tickets belonging to the user. You can also click a tabs to go to the user help section or the user security section.

User help center section

This section makes up the middle of the user page. Here, you can see all article comments belonging to the user. You can also click a tabs to go to the user tickets section or the user security section.

User app section

This collapsible section is the right-hand side of the user page. Here, any installed Zendesk apps appear.