Zendesk Support Ticket User Roles Explained
What are the roles associated with a Zendesk Support ticket?
In Zendesk Support, several user roles are associated with a ticket to streamline the support process. The requester is the person who initially requested support. Once a ticket is assigned, the agent handling it becomes the assignee. If an agent creates a ticket on behalf of a customer, they are known as the submitter.
Additionally, agents can invite other internal users to view the ticket, who are then referred to as followers. These roles help in organizing and managing the support workflow, ensuring that each ticket is handled by the appropriate personnel.
More related questions
What are the different channels for creating Zendesk Support tickets?
Zendesk Support offers multiple channels for customers to reach out for help. These include email, support request forms on your Zendesk portal or your own website, phone calls, text chats, tweets, and Facebook posts. All these communication…
How is a Zendesk Support ticket structured?
A Zendesk Support ticket is structured to capture all necessary information about a customer's request. At the top, you'll find the ticket number, which is automatically generated when a request is received. The main body includes the ticket's…
What is the lifecycle of a Zendesk Support ticket?
The lifecycle of a Zendesk Support ticket involves several stages from creation to closure. Initially, when a support request arrives, it becomes a ticket with a status of 'New'. Once an agent is assigned, the status changes to 'Open'. If the agent…
How can you manually create a Zendesk Support ticket?
While Zendesk Support automatically creates tickets from incoming requests, there are times when you might need to create a ticket manually. This can be done using the '+Add' button in the Zendesk interface. This feature is useful when you need to…
What actions can you perform on a Zendesk Support ticket?
Zendesk Support allows you to perform several actions on a ticket to manage customer requests effectively. At the bottom of the ticket, you'll find the 'Submit' button, which saves your comments and submits any changes made. You can also change the…
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