How to Use Zendesk

Step 1: Sign Into Zendesk

1. Visit https://unfilteredd.zendesk.com/ to sign into Zendesk.

Step 2: Use the Correct Sign-In Form

1. Click “Switch to agent sign-in.”

Step 3: Sign In

  • Important: Your sign-in form should say “Switch to customer sign-in.”

1. Enter the email and password you used to create your Zendesk account.

2. Click “Sign in.”

Step 4: Go to Views

1. Click the “views” icon.

Step 5: Find and Open a Ticket

1. Click the “Unassigned tickets” tab.

2. Open a “New” ticket. 

Step 6: Craft a Response

1. Click “take it” in the upper left-hand corner of the page.

  • Important: After clicking “take it,” you should see “Support/Your Name.”

2. Craft your response.

3. Once you’ve crafted a response, click the arrow in the bottom right-hand corner of the page.

4. Select, “Pending.”

  • Warning: When you click “Pending” your response will automatically be sent. Please be sure your message is ready to send before you click “Pending.”

Step 7: Wait for a Response

Once you click “Pending,” the ticket will be labeled with a blue “Pending” tag.

This tag means the member hasn’t answered the ticket.

  • Important: While you’re waiting, please check if there are any tickets you can answer. If there aren’t any, please take some time to watch our courses, masterclasses, or workshops. By deepening your understanding of the strategies, advice, and insights shared in these resources, you’ll be better equipped to provide members with the most helpful guidance possible.
  • Pro Tip: Refresh the page to ensure you don’t miss new tickets and responses.

Step 8: Respond to Their Response

When the member responds, the ticket will have a red “Open” tag.

1. Open the ticket, and craft a response.

If the email suggests that the member won’t be needing any further assistance, click the arrow in the bottom right-hand corner of the page.

Then, click “Solved.” 

  • Warning: When you click “Solved” your response will automatically be sent. Please be sure your message is ready to send before you click “Solved.”

If the email suggests the member will be needing further assistance, type your response, then click the arrow in the bottom right-hand corner of the page.

Then, click “Pending.” 

  • Warning: When you click “Pending” your response will automatically be sent. Please be sure your message is ready to send before you click “Pending.”

How to Skim Previous Tickets:

  • Pro Tip: To best understand a member’s needs, skim their previous tickets for context. It can make your response even more effective!

Step 1: Open the Ticket

Step 2: Click on Their Previous Tickets Under “Interactions”