Movin’ On
Out
Out
Where Does This Line Belong?
Magic of
Zendesk
Zendesk
Zendesk
Masters
Masters
Team
Bonding
Bonding
100
When replying to PHI and the response itself contains no PHI, is a encryption tool required to send the Public Reply?
What is No
100
The following sentence can be found in what documentation?
"Agents can access Zendesk through Single Sign-On once their account is set up."
What is "How to Log in to Zendesk" Documentation
100
The number of times an agent should manually create a ticket within Zendesk is this.
What is never
100
To save changes made to a ticket, an agent must click this control located at the bottom right of the ticket interface.
What is the Submit button
100
This teammate will be getting married soon.
Who is Kimberly Charles
200
In Jira this field was called Components, but in Zendesk it is now referred to by this name.
What is the Ticket Type Field
200
In what document does this live?
What is - How to Submit Internal Support Requests (Slack → Zendesk)
200
To @ an internal team member within a Slack Side Conversation, an agent must use this Zendesk feature.
What are Macros
200
This Zendesk view is where any agent should start their day
What is the Intake Queue View
200
This teammate calls Texas home.
Who is Melanie Huffman
300
Instead of closing tickets as duplicates in Jira, this action is performed in Zendesk.
What is Merging
300
Where does this Live?
What is Zendesk Views
300
When you need to pull in a CSM on an externally submitted ticket, this communication tool should be used.
What are Slack Side Conversations
300
In Zendesk, support team members who work tickets are referred to by this term.
What are Agents
300
This teammate is currently in the middle of moving
Who is Laura Bachmeier
400
When moving to Zendesk, this new required ticket field asks a question we must consider every single time we work an issue.
What is Workflow Blocking
400
The following sentence can be found in what documentation?
“Next Reply Time begins when a client responds to an existing ticket thread. This includes situations where we have asked for additional information and are waiting on their reply.”
What is Zendesk’s “SLAs” documentation?
400
When sending a public reply in Zendesk, this is automatically added to the end of the email.
What is an Email Signature
400
This is our service level agreement for First Reply Time
What is two business hours
400
This is the name of Ruth’s dog
Who is Mitch Bien-Aime
500
This Zendesk field determines the email subject line when sending a public reply.
What is the Subject (Ticket Title) field
500
The following Question can be found in what documentation?
"Does IT still need to add the client’s email domain to allow ticket creation when submitting issues via email?"
What is Training Questions + Answers documentation.
500
This Zendesk app allows agents to link Jira issues directly within a ticket.
What is the Atlassian app
500
When working an internal request and you need to email an external user, this Zendesk field must be updated so the email is sent to the correct person.
What is the Requester Field
500
This teammate fuels up on a steady diet of SpongeBob and horror movies
Who is Roc Crawford