This page aims to walk you through some basic checks and items to tick off when working on the Needs Org and Triage queue in ZenDesk.
A ticket should have the correct form applied to it to help route it to the right set of individuals who can assist with that request.
Most of the forms are self-explanatory, but here are some extra considerations:
Problem typeif possible (this may need to happen after looking up the organization information).
We also receive non Support requests in our queue - if you see something not listed below or something you are unsure about, ask in the
#support_escalations slack channel and make a MR to update the list below when you find out the answer.
|Training||Redirect requester to Education from Professional Services|
|New Set Up/Installation||Follow the Passing a Lead to Sales workflow|
|Requests for swag||Ask in the #swag internal slack channel or direct to the FAQ for existing orders. For general requests for free swag, use the
|Questions related to jobs/openings||Redirect requester to Outbound Recruiting Model page|
|Questions related to status of job application||Use the
|Legal Questions and Concerns||Ask in the #legal internal slack channel|
|Missing Learning and Development Certificates||Direct requester to review Missed Certificate and contact