Understanding Ticket Navigation

In Zendesk Support, a ticket is laid out with the aim of providing agents with a comprehensive overview of the customer's request and the necessary tools to address it efficiently. 
 

Zendesk Ticket Navigation Overview

Here's a breakdown of the typical layout:

• Left-hand side:
  • This panel displays ticket properties or fields, such as:
    • Ticket's assignee (agent or group)
    • Internal users who are following the ticket (followers)
    • Other relevant data points defined by your organisation.
  • This allows agents to quickly understand key details about the ticket at a glance.
     
• Middle section:
  • This is the main area dedicated to the ticket conversation.
  • It displays the chronological flow of interactions related to the ticket, whether they are emails, chat messages, or other communications.
  • For a more natural conversation order, the newest comments are typically shown at the bottom, with a composer for entering new comments below them.
  • However, administrators can customise this setting.
  • This section also includes details like:
    • Requester's name
    • Date and time the ticket was created
    • The channel through which the request originated
       
• Right-hand side:
  • This area, often referred to as the context panel, provides agents with additional information about the customer. It can include:
    • Customer context information: Interaction history, visitor path (if the request came through a channel like chat or messaging), and other relevant data about the customer.
    • Knowledge Panel: Agents can use this to search, link, and quote help centre content within tickets.
    • Side Conversations: Agents can create and manage discussions with other team members or external parties related to the ticket.
    • Approvals: Agents can submit requests on behalf of other agents or end-users who have the authority to make approval decisions.
    • Apps: Any relevant third-party apps integrated with Zendesk.
    • Custom Objects: If activated, agents can preview records from custom objects related to the ticket. 

Above the Conversation

• Ticket toolbar: This displays labels with information like the requester's organisation and username, and the ticket's status, type, and number.
   
• Ticket header: This section shows the ticket's subject, the requester's name, and any applicable Service Level Agreements (SLAs). 

Bottom of the Ticket

• Submit button: Agents use this to save comments and submit any changes made to the ticket. Submitting a ticket also allows agents to update its status. 

Key Takeaways 

• The Zendesk ticket layout is designed to centralise all the information and tools an agent needs to efficiently manage and resolve customer support requests.
   
• Administrators can customise the layout to fit different workflows and needs through the Layouts option under Workspaces in the Admin Centre of that specific Zendesk instance.

Common Ticket Actions

• Apply Macros: Pre-written responses or property updates.
• Side Conversations: Start internal discussions with other teams via email, Slack, or tickets.
• Merge Tickets: Combine duplicate requests.
• Add Tags: For automation, categorisation, and reporting.
• View User History: Click the requester’s name to see their past tickets.

Ticket Lifecycle Navigation

Tickets can be viewed and filtered in different views, such as:

• Your tickets: Tickets assigned to you.
• Group tickets: Tickets for your support group.
• Unassigned or New tickets: To pick up work.
• Custom Views: Based on status, tags, priority, etc.

You can switch between tickets or views using the left sidebar or tabs at the top (depending on your layout).

For additional information (with detailed screenshots) to better understand ticket navigation, please review the following Zendesk Help support article: Introduction to the Support agent interface (standard agent interface)
 

To learn more about working with tickets, please review the following Zendesk Help support article: Resources for working with tickets.