Best Practices for Tickets– Left Sidebar

Continuing on with the Zendesk train here, Reclaim is developing the best way to handle tickets as they come in. Up until now, we've had a little system going but it definitely needed a bit of improvement. I thought it would be handy to write out how we use the left sidebar of our ticket viewer in Zendesk. So while this post is really used for employees at Reclaim, anyone can really take bits and pieces to this process their own. I'll start with an overview of what our window looks like when we're interacting with a user then move...Read More

Working by Myself

So today was a first for me in my support role. I started my shift bright and early this morning and everything was moving slow. Tim and Lauren went off to a meeting and Jim is traveling this week for a conference, so I was by handling support on my own for a short period of time, but this was a normal thing. I felt confident that I could handle each support request that came through and if I didn't Tim and Lauren would be back by lunchtime and I could ask my questions then. I was completely unprepared for what...Read More