Commit f8b972eb authored by Chris's avatar Chris

Merge branch 'rs-zendesk-tips' into 'master'

Minor copyedits to Zendesk page in support handbook

See merge request !3848
parents b7061fd6 a299d52b
Pipeline #5134439 passed with stages
in 14 minutes and 41 seconds
......@@ -24,13 +24,13 @@ to you.
### View your assigned tickets
A good place to view all tickets, including Open, Pending, Solved and On-Hold,
A good place to view all tickets, including Open, Pending, Solved, and On-Hold,
is your user profile. Click your avatar in the top right corner and then choose
'View profile' at the top of the dropdown.
On the profile page you will see all ticket. Open tickets are shown first,
following by Pending, Closed and On-Hold. This a quick way to see the most
recent Open and Pending tickets.
On the profile page you will see all your tickets. Open tickets are shown first,
followed by Pending, On-Hold, Solved, and Closed. This is a quick way to see the
most recent Open and Pending tickets.
![Zendesk profile page](/images/handbook/support/zendesk_profile_page.png)
......@@ -49,7 +49,7 @@ are nearing breach or actually breaching and respond to those first.
### View your On-Hold tickets
Tickets are placed On-Hold is they are awaiting a response from GitLab. For
example, maybe it's a feature request waiting to be schedule. We don't need
example, maybe it's a feature request waiting to be scheduled. We don't need
to respond to these within the 24 hour response time but it's still important
to go through them periodically and ensure we're making progress.
......@@ -60,7 +60,7 @@ To view your On-Hold tickets, go to the 'My On-Hold Tickets' view.
### View all tickets Pending/On-Hold < 7 days
In addition to viewing your own tickets On-Hold, it may be beneficial to look
all *all* tickets that have been On-Hold or Pending for more than 7 days.
at *all* tickets that have been On-Hold or Pending for more than 7 days.
In the case of Pending tickets, an agent may need to follow up and close the
ticket or send the customer another message asking if they still need help.
......@@ -73,10 +73,9 @@ To view these tickets, go to 'On-Hold > 7 Days' or 'Pending > 7 Days'.
## Zendesk settings
### Service Level Agreements set as Business Rules
Within Zendesk, the SLA's are set as follows. Under Business Rules in the Admin console,
Within Zendesk, the SLAs are set as follows. Under Business Rules in the Admin console,
Service Level Agreements are defined. Currently only one is defined, with different response times
required depending on the _priority_ of the ticket which can be Urgent, High, Normal, or Low.
......@@ -91,4 +90,4 @@ An email is sent to everyone in the support team when an SLA breach is imminent,
the [automation in Zendesk](https://gitlab.Zendesk.com/agent/admin/automations/edit/80833987).
Within Zendesk, currently we do _not_ have an SLA assigned (and no automated warnings)
to any tickets from channels in category 3 and 4, but we do track response times.
\ No newline at end of file
to any tickets from channels in category 3 and 4, but we do track response times.
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