Part 3: Anatomy of a ticket

Anthony Spallone -

With your new ticket open in front of you, you can see that the support request you submitted earlier is the first comment on this ticket. Above that you see that a new empty comment is open and ready for you (as the agent) to enter a response.

By default, a comment you enter as a Public Reply will be public and visible to everyone who views this ticket, including the person who requested support.

You can also add private comments (referred to as an Internal Note). The requester never sees these notes, they are used for internal communication only. For example, an agent may need to get advice from another agent to solve the requester's support issue. If you want to add an internal note, just click that tab.

Just below the title of the support request, you see the date and time the ticket was created and where the ticket originated from. In this case, the request was sent via email. Zendesk shows you what channel was used to generate the support request.

To the left of the ticket conversation you'll see the ticket fields. For now, we're only concerned with the Assignee field (we'll explain the others in another lesson). 

All tickets need to be assigned to an agent so that they can be solved and closed. Assuming you've just started your Zendesk trial account, you're the only user in your Zendesk so in the next step you'll assign the ticket to yourself.

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