Views
There are several different ways to view or filter tickets. We pay particular attention to "New" and "Needs Follow Up"
New or unnassigned tickets are questions that have come in and have had no response yet. We want that to be at 0 for most of the day!
Tickets in Pending "Need Follow-Up". Go through these weekly to check in and close any ticket possible. This number should be under 200 and as close to 0 as possible.
Closing Tickets
We use a "Bump Bump Solve" system in ZenDesk, which means that the customer will receive a reminder "bump" twice while in Pending, and then the ticket will be automatically closed. They will have a message that "The ticket will be marked as solved, but you can reopen at any time or create a new ticket".
If you want to close them manually, go into the Needs Follow-Up view. You can open and close them individually using either personal messages or the "Closing" macro. Or, if you close them as a batch by selecting them and choosing to Edit.
