Creating a Ticket in Zendesk

Overview

This article details how to create a ticket in Zendesk. Each section breaks down into individual steps needed to begin this process. This article teaches you how to create a Zendesk account, how to sign in to Zendesk, and how to track and close your ticket once it’s been created.

Shortcuts

Create a Zendesk account

Sign-in to Zendesk

Submit a ticket request

Track your ticket request

Create a Zendesk account

1. Access your Zendesk Site.
2. Click the ‘Sign in’ button in the right corner of the screen. 

3. If you already have an account, skip to here. If you do not have an account, on the left side of the display, next to ‘New to Enplug’, select ‘Sign Up’.

4. Fill out the form with your full name and email. Then select, ‘Sign Up’.

5. You will receive an automated email from Enplug Support prompting you to create a password for your account. Select the hyperlink, ‘Create a password’.
6. Fill out the form with your name and password that meets the listed password requirements. Then, select ‘Set Password’.

Sign-in to Zendesk

1. Click the Sign in button in the right corner of the screen.

2. Fill in the email and password fields with your account information. Then, select the ‘Sign In’ button at the bottom of the screen.

Submit a Ticket Request

1. After you sign in, select the ‘Submit a Request’ link next to your display name at the top right corner of the screen.

2. Please fill out the form with the following information:
   • CC - Enter any additional, relevant emails you would like to include for visibility.
   • Subject - Enter a brief, descriptive subject line.
   • Display Name - Enter the name of your problematic Display Group.
   • Description - Enter a detailed description of the issue at hand, including your phone number, a date, and a time the support time can reach you, if needed.
   • Attachments - Include any relevant files or screen captures to help the support team understand your issue.
   • Select the ‘Submit’ button when complete.

3. A notification will appear at the top right corner of your screen once you have submitted the ticket.

• You will receive an email from Enplug Support when your ticket has been received. You can click on your ticket number directly from the email to track your ticket as well.

Track Your Ticket Request

1. After you sign in, select the dropdown arrow next to your display name at the top right corner of the screen.

2. Select ‘My Activities’ from the dropdown menu.

3. ‘My Activities’ allows you to track the status of all of your tickets. To search by ticket status, click the dropdown arrow next to ‘Status’ and select the type of ticket you are looking for. 
   • If the status is ‘Open’, the support team is actively working on a ticket.
   • If the status is ‘Awaiting Your Reply’, the support team is waiting on a response from you.
   • If the status is ‘Solved’, the support team is done working on your request and the ticket is closed.

• Once you have submitted a ticket, you will be able to see it under ‘Requests’ and the ticket’s current status.

 

4. When a ticket is still in progress, the status will show as ‘Open’ within ‘My Activities’ and within the request.

• You will also receive an email from Enplug Support confirming your ticket request.

5. Once a ticket has been completed, you will see the status of your ticket change from ‘Open’ to ‘Solved’.

• You will also receive an email from Enplug Support confirming your ticket has been closed and the status is now ‘Solved’.