Adestra: Viewing Tickets
Resolution Summary
Support process for the teams Zendesk views.
Answer
This document is written as a guide for how to view your tickets in Zendesk. This includes what views you should be using and what each one will show you.
It is written for use by 1st or 2nd Line team members working on Adestra Tickets.
What Are Views?
Zendesk is used by almost every team across the Upland suite of products. In order to sort these thousands of tickets so that they are being worked on by the right people we use 'views'.
'Views' are essentially all of those tickets but filtered down to just show the specific ones you need. The 'Rant & Rave | Unassigned Tickets' view for example is a filter to show only tickets that are related to the Rant & Rave group and where the 'Assignee' field is blank. By using views we can allocate tickets to specific categories and therefore manage our workload effectively.
Your Views
There's a lot of views in Zendesk and it might look a little overwhelming, but as someone working on Adestra tickets there's really only a handful you need.
When you log in you should see something that looks like the following:
Incidents | Active Parent Tickets
This will have all products incident 'Problem' tickets, if Adestra has an incident you will find the ticket you need in this view. All tickets raised about an incident should be linked to the problem ticket to keep all of this together.
My Tickets | Assigned
This is where tickets assigned to you live. Any cases that you have picked up and are working on will be displayed here.
This view splits your tickets up depending on their status. Open tickets will be at the the top, followed by Pending tickets and then On Hold Tickets.
This is where you can easily manage all your current cases and get back to any Open cases currently assigned to you.
My Tickets | Action Required
This is where you will find the tickets assigned to you that need something, meaning they are in an open status. This is an easy way to see what you need to spend time on during the day.
Adestra | Open Tickets
This view shows all the tickets that are assigned to a member of the Support team and are currently 'open', meaning they require action from the team member.
This is a handy way of seeing how much active work each member of the team has.
Adestra | Ticket Cover
This view shows you any Adestra ticket that has a 'cover' tag applied on it.
We use the 'cover' tag to indicate cases which are active but assigned to people who are currently not working due to annual leave, sickness or anything else.
We should be aiming to get back to these as well as our own cases.
Adestra | Missing Admin
This view is of solved tickets that are missing some ticket admin, this is designed to give you a second chance to complete this admin inline with the communication policy. Tickets will be in here for 10 days from when they are solved as once they are in a closed status they cannot be edited.
Key points you should look for are:
- Subject line: Reflects the ticket content, make sure to remove any prefixes for example FW: or RE:
- Ticket sidebar, priority, status, ticket reason.
- Resolution summary information, this needs to be written as a full sentence and detail the resolution of the ticket.
- KCS article attached
- Internal note summarising the case.
- Ticket has no Organisation associate or it doesn't include (Adestra).
NOTE: The closing macro adds a tag to the ticket, if you have completed all of the above but the ticket is not being removed from the view try running this macro again and saving it. If the ticket still isn't removed please reach out for help.
My Tickets | Requested
This is where you will find any tickets where you are the requester. This might be needed when you raise a ticket with the community team, SSO support or another product. These are not solved by you, you can just tell the assignee that they can close it when you have your answer,
My Groups | Unassigned Tickets
This is our 'Inbox' and where we pick up new tickets.
The oldest and most urgent tickets will always appear at the top and you should always be picking up the ticket from the top of the list.
From this view you can see the ticket ID, the subject line, the requester, when it was requested, what organisation they are from and whether the client has Late Support or not.
My Groups | Assigned Tickets
This is every ticket assigned to anyone in the same groups as you, regardless of status.
Second line Views
Adestra | L2 Assigned
These are all the tickets that are currently escalated to our 2nd Line team. This is a good way of looking at the currently 2nd Line workload as well as checking who has cases that are escalated up.
Adestra | L2 Diamond
Both L1 and L2 will have access to this view so that if there is no L2 member online then it is L1's responsibility to reply. These tickets are new tickets that are removed from the team's unassigned view and moved into here so that they are picked up by an L2 member. These should be treated with priority and picked up as soon as possible.
Adestra | L2 Unassigned
These are tickets that have been escalated but not picked up yet. The L2 members should be working from this view and picking up new tickets as quickly as possible.
Resolution Category
Question::Other
Keywords zendesk view tickets
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