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Zendesk (if applicable)
Zendesk is the main tool that utilized to handle customer communication. All emails that are sent to the respective brands (THE KIT, Tucker & JCRT) are redirected to the platform.
Note: Credentials are shared via Dashlane.
Agents can access the platform through . Log in using your resonance email, then search for brand account you’re looking for, click the three dots and “Go to Website”. If these passwords are not appearing, request access to Customer Service Owner or Brand Success Associate.
name@resonance.nyc,
This will take the agent to the log in page to enter credentials. Dashlane should enter them automatically.
Note: if credentials are entered incorrectly, it’ll take 24h to re-enter credentials. Use another browser if this happens to enter.
2- Navigating Zendesk.
Once the user gets in the platform, it will see the Home view all the new/unsolved Tickets are.
Second button in the sidebar is for Views, which is very useful for searching specific tickets, either solved or unsolved. Columns within the views can be modified or sorted for easier & faster search.
Third button is Customers. Since customer can be located by using the main search, this is not used frequently.
Fourth button is Organizations. Since brands have separate Zendesk accounts, this is not used.
Fifth button is Reporting. In there is contained Explore, Overview and Leaderboard, which are not currently used since we have Resonance reports at IAC.
Last button takes you to Settings. Most important thing here are the Macros, which can accessed by clicking the “Go to Admin Center”.
Here, agents can Add, modify and delete macros. This will help agents answer common tickets fast and easy.
3- Answering Tickets
When opening a ticket, the agent is able to see the following:
Glossary:
Subject: can provide valuable information regarding the inquiry. Sometimes contains order number.
Inquiry Email: email used to reach us.
Shopify Information: Zendesk automatically provides Account information linked to the Inquiry Email like past/current orders, tracking numbers, etc. It’s very useful to enter the Shopify and look for information.
Tagging: this is where every ticket gets it’s tags. Most macros add tags to tickets automatically when used.
Customer Inquiry: here we can identify why the customer is asking for Customer Service assistance.
Our response space: this is where the agent will prepare our response to the customer. Mostly populated using macros.
Macros: these are premade responses used by the agent to respond fast and equally to the requester.
Submission: here is where tickets gets closed. Once a response is ready to be sent, agent submits as “Pending”.
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