Zendesk Basics
This ticket field shows who submitted the ticket originally.
What is the Requester?
This action combo is used to link client requests to existing enhancements.
What is the Enhancement Linker (with enhancement macros)?
This feature lets you apply a preset bundle of actions like tags, status, and comments with one click.
What is a macro?
What Ticket Type should be used for a Tech Request?
What is Question?
These time-based rules measure how quickly we respond and solve tickets.
What is SLAs?
This external tool shows enhancement ideas to clients and lets them vote.
This AI field describes what the customer is asking about (e.g., refund request, login issue).
What is intent?
Before we send a ticket to Tech, name two things we should add to the ticket to make their analysis easier.
What are: clear reproduction steps, screenshots, logs/error messages, environment details (company, module, user), or examples.
This area in Zendesk organizes tickets into lists like “Unassigned queue” or “Enhancement Requests”
What are views?
How is an enhancement different than a bug?
What is, an enhancement is not an existing part of the specs
We want Zendesk to auto‑prioritize tickets where sentiment is very negative and the intent is a critical request. What Zendesk feature could we use to do this automatically?
What is a trigger?
Why is it important to distinguish between enhancements, bugs, and how‑to questions when we work in Zendesk?
Because it drives the right process (Ideas/roadmap, Tech investigation, or education), sets proper client expectations, and ensures accurate reporting.
How do we prioritize answering tickets?
What is priority?
When an enhancement is accepted and added to the backlog with no planned delivery date yet, how should we set expectations with the client?
By explaining it is accepted and in the backlog, but there is no committed timeline, and we will update them once it is scheduled.
This AI field describes how the customer feels (e.g., very negative, neutral).
What is sentiment?
What Ticket Type should be used for a Bug?
What is Problem?
This Zendesk tool automatically performs actions when conditions are met on ticket creation or update.
What is a trigger?
A client asks for a small change that helps only their specific workflow and conflicts with how most clients use the system. What should you consider before submitting this as an enhancement, if at all?
Whether it aligns with the product vision, benefits more than one client, creates complexity or risk for others, and if there is a workable workaround you can recommend instead.
Name two good use cases for creating a macro in our Zendesk instance.
What can be: common workflows we repeat often, standard enhancement replies, standard bug acknowledgement, DC charge responses, “how‑to” answers with links to articles, or internal hand‑off templates.
A problem where the system is clearly not behaving as designed is usually classified as this.
What is a bug?