- Question: This type is used for someone who’s asking a question about an invoice, a domain registration or transfer, or how to get started with their account. This is the default type we’ll use.
- Incident: This is used when we identify that there is a problem that affects more than one of our users. Once the problem is designated, you’ll change the ticket type to Incident and link it to the parent problem.
- Problem: The problem type is the parent to an incident type ticket and is used when there is a problem with our product. Let’s say the server is offline and we’re getting a ton of tickets. You’ll create one ticket describing the problem to become the ‘parent’ problem then you’ll be able to link other incident tickets to that parent.
- Task: Use the task type when you need to assign a date to a ticket. You can use this when you’re waiting for a domain to be released to the public after the redemption phase, or you want to follow up with a potential sales lead. After assigning the task type, you’ll see a due date field appear. Select the date you’d like and you can add it directly to your calendar.
- Low: This status is used when the user doesn’t necessarily need a response right away.
- Normal: Normal is probably going to be the most used status. Assign this priority to any ticket that comes through that isn’t a pressing issue. If you get a ticket with a question or a small incident ‘normal’ is a perfect priority.
- High: Used for all tickets that need more attention over other tickets. So we can use these if a server goes down or we need to take a look at a site as soon as we can.
- Urgent: This is the highest priority and used when the ticket needs to be looked at immediately.
When editing the ticket before we send out our initial response, we go through each section and add tags, select the type, priority and, topic. These ticket fields are only viewable by the ticket agent (us at Reclaim) and we usually edit them as the ticket progresses. This is just a little glimpse at Reclaim Hosting’s back end of Zendesk– there’s definitely a lot of customization and our view might be a little different compared to another company.