TH Zendesk Tools Training

Why is filling in the organization field important when handling tickets?

• It makes the ticket look more organized
• It allows customers to close their own tickets
• utomation depends on it for proper routing and analysis

What should an agent do if the organization field is not filled?

• Close the ticket as “Solved”
• Leave it blank and submit as “Pending”
• Ensure the correct organization type is filled before closing the ticket

What organization type should be used for an end-user or end-customer ticket?

• Merchant
• End Customer
• No organization needed

If a merchant cannot provide a registered email for their account, what should be filled in the organization field?

• End Customer
• Potential Customer
• Leave it blank

When an account is found in the Admin Dashboard, what should be input in the organization field?

• The agent’s name
• The merchant’s business name
• The customer’s personal email

What should be double-checked in the leftmost tab of Zendesk after filling in the organization field?

• Business ID and Customer Type
• Ticket Number and Status
• Customer’s First and Last Name

If an inquiry comes from a phone call, what should you do?

• Create a ticket and fill in the organization field

• Not create a ticket and fill in the organization field

Customer Type is an optional field for inquiries coming from end-users

• True

• False

If the inquiry coming from merchant, but they havent registeres in Xendit, the organization fields as Potential Customer

• True

• False

What happens if the organization field is not filled?

• The ticket cannot be solved

• The ticket can still be submitted as solved