Service Tickets
When creating a service ticket, what Form should you select?
Service - Standard Case.
When creating a support ticket, what Assignee should you select?
Third Party Support
What are some examples of Forms usually used for non-service tickets?
CRE Cases, Third Party Correspondence (insurance company communication), Kiwi Service etc. You should NEVER create non-service tickets!
When searching for a Zendesk ticket how do you know which one is a service ticket?
Group should be either Phone Support or Chat Support.
When searching for a Zendesk ticket how do you know which one is a support ticket?
Group should be Third Party Support.
When searching for a Zendesk ticket how do you know which one is a non-service ticket?
All other groups that are NOT phone, chat, third party support. For example, Case Resolution Experts or Third Party Correspondence.
What ZD ticket types can you merge?
You should ONLY merge service to service tickets.
What is the purpose of the support ticket?
It is used to contact airlines or suppliers.
What teams do NOT use non-service tickets?
Phone Support, Chat Support, Self-Serve Support and Third Party Support.