Zendesk Navigation and Email

Where can I view the cases assigned to me?

• 1: Your Unsolved Tickets

• 2: Unsolved Tickets in your Groups

• 3: Play Button

• 4: Next SLA Breach

Allows you to view all unassigned and unsolved tickets (not just your own)

• 1: Your Unsolved Tickets

• 2: All Unsolved Tickets

• 3: Play Button

• 4: Next SLA Breach

I can help you automatically move through tickets.

• 1: Your Unsolved Tickets

• 2: Unsolved Tickets in Your Groups

• 3: Play button

• 4: Next SLA Breach

I can help you sort tickets by time-sensitivity.

• 1: Your Unsolved Tickets

• 2: Unsolved Tickets in Your Groups

• 3: Play button

• 4: Next SLA Breach

Should I answer the highlighted ticket? Assigned to Franchesca (I've confirmed she's on break).

• Yes

• No

Should I answer the highlighted ticket? Not assigned to someone but with eye icon on the left.

• No

• Yes

Should I answer the OPEN ticket? Assigned to Mary Ann. She is working on the same shift as you.

• No

• Yes

UNASSIGNED OPEN ticket previously answered by Emil (he's not on duty). Should I answer?

• Yes

• No

• Assign back to Emil

• Skip

UNASSIGNED OPEN ticket previously answered by Herbert (he's absent). Should I answer?

• Yes

• No

If a customer wants to be called, should I assign the ticket to a phone rep?

• Yes

• No