Support Zendesk Changes

Owned by Patrick Sayegh
Aug 18, 2023
4 min read

 

TLDR: Changes around the Zendesk Support Form and where to locate what was changed.

New Zendesk Form User Facing

  1. Form Type: This is where each form is pulled from the form section in the Zendesk admin settings. Since we will only be using one for for now, this will not show up for merchants. If we build other forms for: “Feature Requests”, “Custom Mapping” etc. then this will appear as a drop down for merchants to choose through based on their inquiry.

  2. Email Address: This is standard. If a merchant submits a help request through the help centre: https://support.pipe17.com/hc/en-us they will need to enter their email address manually. This is a required field. If merchants create a ticket through the Pipe17 admin, the email that is used during their sign-in will be automatically be added.

  3. Request Type: This is new to the form and is required. Merchants would select from the drop down what their issue is in reference to. This will help us nail down where and what we need to do when it comes to next step troubleshooting.

  4. Org Id: this is new to the form and is required. This is important, as merchants do not always add their Org ID OR create tickets from within the Pipe17 admin. Instead of guessing, or wasting everyones time with asking where they are having an issue - this just eliminates any of that. We added text on where they can find the ID and if they are new to Pipe17 and do not have an ID, they the instructions let them know they can enter N/A. Merchants submitting through the Pipe17 admin, will still need to add this in manually.

  5. Subject: No change here. This is required, as this should be the TLDR of their issue based on the request type.

  6. Potential Changes: This is new to the form and is required. Reason being is that merchants end up making changes within their account that leads to issues - but do not remember what the change was. This acts as a tripwire that sets expectations for merchants that they should really be documenting their changes before making them. This step just allows us to get further information to hopefully speed up the investigation process.

  7. Description: Nothing changes here, out side of the text below walking merchants through on what they should be providing here. This is a required field.

  8. Attachments: No change to this.

New Zendesk Form Agent Facing

  1. Requester: Standard field in Zendesk.

  2. Assignee: This is tied to specific Zendesk accounts on the agent side. If you do not have a specific account, please use the Common Account or the Pipe17 Account. Just make sure you tag y yourself in the ticket to get notifications when merchants reply back.

  3. Followers: Acts as a notification trigger. Add yourself to it to stay up to date with a ticket, unless you are the specific assignee(not using the common account or Pipe17 account).

  4. Form: This will display which form, and which form fields are part of this ticket. This should not change, as we will only have one default form. If other forms are created, we can select which one is fitting.

  5. Tags: Ticket routing, triggers and automations will apply tags here. You can use your own tags, which you can enter manually if you want to track specific tickets.

  6. Ticket Owner: This is different from the “Assignee” - but should act as the same. This will always be the “Assignee”, but if one does not have a specific Zendesk account - they can follow point 2 and add then add themselves as the “ticket owner”.

  7. Support Form Request Type: What the merchant selected when submitting their inquiry. This will be related to their general issue: “Missing orders”, “API Support” etc.

  8. Priority: We are moving away from auto set priorities with tickets, as data showed that the 90% of escalated tickets that were escalated as “urgent”, are not actually urgent. Ticket owners will need to use their best judgement to set the proper priority, and action the ticket as quickly as possible.

  9. Org Key: If merchants are not using the Pipe17 admin to submit a ticket, they will add their org ID and that information gets routed to this field.

  10. Merchant Changes Support Request: Field for if the merchant made changes that led to an issue or not.

  11. Connector: What connector are they having issues with

  12. Topic: What specifically about the connector are they having an issue with

  13. Type: Questions, Incidents, Problems, Tasks - this should be selected based on the interaction. “Question” should be the default.

  14. Outcome: What was the resolution if any

  15. Checkbox Section: Each checkbox will serve it’s own specific purpose. For example, Subscription Cancellation, Trial Extension and Pricing/General sales, once checked will trigger a webhook to either sales or the billing channel in Slack. Each checkbox will create a tag, for further tracking.

 

Zendesk Form Link:

Zendesk Field Links: