Module 4: Ticket Types

This tutorial will review the different Ticket Types that we employ in our ticket logging and the logic behind each.  This module explains which Ticket Type to pick under which circumstance and should give you a good understanding of why it’s important to log your ticket right!  Topics covered include:

• List of different Ticket Types we have in Zendesk
• Explain Forms and how they match Ticket Types
• Definition of Ticket Types and when to use each:
  • Feedback = used when a customer would like to offer a suggestion, or complaint about products or services they received by Customer Service.
  • Fulfillment = a request that does not have an expectation of being resolved on the call and in most cases needs to be assigned out of the department to be fulfilled.
  • Incident = a customer issue that they cannot resolve themselves, either because of an known issue, bug or system fault or because they don’t have the capability to resolve from a system perspective.
  • Question = relatively simple How do I? type questions, where the caller could have possibly found the answer on their own in a product User Guide and/or FAQ in the Help Centre.