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. While this will be useful for any Support Engineer or Support Manager when working on tickets, it is especially aimed to help those performing the FRT Hawk role.
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:
Use this Needs Org workflow to tie a ticket to the right organization.
Check out the Looking up customer details page to understand how and where you can find customer information from ZenDesk, Salesforce and the customer portal.
Sometimes, we might find organizations with multiple subscriptions associated with them. Follow the solution described in this section in such cases.
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_managers 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|
|Questions related to jobs/openings||Redirect requester to Outbound Recruiting Model page|
|Legal Questions and Concerns||Ask in the #legal internal slack channel|