Ticket Handling & Escalations
Before escalating information internally, agents must switch from Public Reply to this option.
What is an Internal Note
This Zendesk view shows tickets that are assigned specifically to you and still need resolution.
What are Unsolved Tickets?
Premium subscribers can share their subscription with this many extra account holders.
What is 3 people?
Agents should create this every time a customer calls in.
What is an Internal Memo?
This icon inside a Zendesk ticket opens the Knowledge Base.
What is the book icon?
This color box indicates information that customers cannot see.
What is a yellow box
This status is used when you are waiting for additional information from the customer.
What is Pending?
This benefit allows a subscriber to share access with one person for 30 days.
What is the 30-Day Digital Pass?
A customer who reports a missing paper receives account credit only under this condition.
What is when they request the credit?
This AI feature summarizes lengthy customer conversations into key points.
What is View Ticket Summary?
When you answer a customer and no further information is needed, you submit the ticket in this status.
What is Solved?
This status is used when information is needed from an internal department rather than the customer.
What is On Hold?
Customers experiencing paywall issues are often instructed to use this CSR-generated tool.
What is a reset password link?
Vacation holds cannot exceed this number of days before additional action is required.
What is 180 days?
Agents use this feature to quickly apply prewritten responses and ticket updates.
What are Macros?
If a customer replies to a solved ticket, the ticket automatically changes back to this status.
What is Open?
After a solved ticket remains inactive for 28 days, it automatically changes to this status.
What is Closed?
In CSR, this status code indicates a subscription has been suspended, often because a payment failed.
What is S (Suspended)?
When an address change cannot be validated, it is sent to this queue for review.
What is the Validation Queue?
This AI writing tool can simplify, expand, or rewrite an agent’s response.
What is Enhanced Writing?
This macro is commonly used when Customer Care needs more information to locate a subscription account.
What is CC Info?
This icon indicates another agent is currently viewing a ticket.
What is the eye icon?
Shared account users appear under CSR with this type of account designation.
What is an Associate Account?
This is the only type of payment agents can accept over the phone.
What is a credit card payment?
The AI categorization bot automatically performs this task when a customer selects the wrong issue type.
What is re-categorizing the ticket into the correct form or category?