Our help center now offers the option for end users to submit requests. End users who submit requests can also manage their support requests in the customer portal.
Submitting a support request
You can submit requests using the support request form (or web form) on our help center.
To submit a support request in the help center:
In our help center, click Submit a request at the top of the page.
To copy multiple users, use a comma to separate each email address.
Enter a subject and description of the problem.
As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request.Add any attachments.
The file size limits are 7 MB for Team plans and 20 MB for all other plans.
Click Submit.
Tracking your support requests
You can use the help center to track your support requests.
To track your support requests:
Click your profile icon on the upper-right side of any help center page and then click Requests.
By default, the page displays all requests that you have submitted.
To filter your requests by status, select a request status from the Status menu.
To search your requests, enter a search term in the Search Requests box.
You can optionally use ticket property keywords in your search.
To see details about a request, click the request title.
Tracking your organization's support requests
As an end user, you can be a member of one organization or multiple organizations. If you're a member of a shared organization, you can see tickets for all members of that organization.
To track your organization's support requests
Click your profile icon on the upper-right side of any page and then click Requests. Click the Organization Requests link on the page to see all the requests in your organization.
The link appears only if you're a member of a shared organization.
To subscribe to requests for a shared organization
Click your profile icon on the upper-right side of any page and then click Requests.
Click the Organization Requests link on the page to see all the requests in your organizations.
The link appears only if you're a member of a shared organization in Zendesk.
Click Follow.
Marking a request as solved
You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.
To mark a request as solved
Click your profile icon in the upper-right side of any page and then click Requests.
Click the title of an open request to open it.
Select the option on the lower side of the request to mark it as solved.
The request must be assigned to an agent. Otherwise, you do not have the option to mark it as solved.
Enter any comment you want in the reply and click Add Reply.
Creating a follow-up to a solved request
You can reopen a solved request by creating a follow-up ticket.
To create a follow-up to a solved request:
Click your profile icon in the upper-right side of any page and then click Requests.
Click All my requests in the sidebar.
Click the title of a solved request to open it.
Tip: If you have a long list of requests, you can filter the view by selecting Solved from the Status menu.
Click the link on the lower side of the request to create a follow-up request.
Complete the follow-up request and click Submit.
Comments
0 comments
Article is closed for comments.