Zendesk Training Exam Questions With 100% Correct
Answers Graded A+
What tickets should be handled first?
New/Open tickets
What sort filter should be used?
Sort by "Updated" so the oldest ticket is the next ticket handled
What issues/contacts are priority?
Cancelations, returns/exchanges, and voicemails
True or False: You do not need to update the ticket subject
False: Ticket Names should ALWAYS have description, case type, and term number
when possible.
What should you link in the internal notes?
Escalation tickets
Oven tickets
Asking other teams
Relevant slack conversations
App issues
When you're waiting for a customer to respond, which "bucket" should you put
the ticket in?
Pending
When you are waiting for another team or leadership to resolve an issue, which
"bucket" should you put the ticket in?
On-Hold
When should you escalate cases to leadership?
food poisoning, severe oven issues (fires), social media or BBB threats, legal action
threats, requests to speak with a manager
In what case should a ticket still be left "open"?
Tickets should only be open if they have not been acted on yet or if they are chat tickets
that have yet to be filed
What is our new policy for closing a chat?
If active:
Ask if you may further assist customer
- Once the answer to the above is "No" wish the customer well and say "goodbye" to
some degree
Request a chat rating
- Close the chat and file accordingly
If inactive:
- Send the inactive customer macro ("we have not heard from you in five minutes...")
- If nothing still send the chat conclusion
End chat
- If necessary send a follow up message before closing ticket
Who do ice pack and insulation upgrades Jiras go to?
Emily H in MSR
Answers Graded A+
What tickets should be handled first?
New/Open tickets
What sort filter should be used?
Sort by "Updated" so the oldest ticket is the next ticket handled
What issues/contacts are priority?
Cancelations, returns/exchanges, and voicemails
True or False: You do not need to update the ticket subject
False: Ticket Names should ALWAYS have description, case type, and term number
when possible.
What should you link in the internal notes?
Escalation tickets
Oven tickets
Asking other teams
Relevant slack conversations
App issues
When you're waiting for a customer to respond, which "bucket" should you put
the ticket in?
Pending
When you are waiting for another team or leadership to resolve an issue, which
"bucket" should you put the ticket in?
On-Hold
When should you escalate cases to leadership?
food poisoning, severe oven issues (fires), social media or BBB threats, legal action
threats, requests to speak with a manager
In what case should a ticket still be left "open"?
Tickets should only be open if they have not been acted on yet or if they are chat tickets
that have yet to be filed
What is our new policy for closing a chat?
If active:
Ask if you may further assist customer
- Once the answer to the above is "No" wish the customer well and say "goodbye" to
some degree
Request a chat rating
- Close the chat and file accordingly
If inactive:
- Send the inactive customer macro ("we have not heard from you in five minutes...")
- If nothing still send the chat conclusion
End chat
- If necessary send a follow up message before closing ticket
Who do ice pack and insulation upgrades Jiras go to?
Emily H in MSR
