Skip to main content

Zendesk Help Center for Clients and Partners

  • Updated

The preferred way to create a ticket is to submit one through the Zendesk support portal. The ticketing system will send an automatic response to confirm the creation of the ticket and its identifier. 

 

ACCESSING ZENDESK 

  • Log into Zendesk here
    • To gain access to Zendesk, please request it by clicking on the Sign in option. 

    • Once in the Sign in page, select Sign up at the bottom of the page

    • Enter your name and email address once prompted to

  • Configure your Zendesk password
    • Click on the URL sent to your email address in order to set up a password and submit a ticket

Home/Overview Page: 

  1. Submit a request: This creates a new ticket within Zendesk (ZD) and is assigned to the Support Ops team for investigation. 

  2. Check your existing requests: This is for checking your current and past requests

 

SUBMITTING TICKETS IN ZENDESK

  • Once logged into your Zendesk account, click on Submit a request to create a ticket automatically assigned to the Support Ops team. 

 

 

  • You can select out of the four following options when submitting a ticket:

    1. Critical / SEV: Ticket for any critical issue that needs immediate resolution. For problems that affect a significant number of end users and for which no workaround exists (for instance, if more than half of your total stations were affected, resulting in rental disruptions for customers)

      Here are examples of critical/severe issues:
      • Widespread infrastructure outage.
      • Widespread inability to process payments for subscriptions.
      • Widespread inability to rent bikes.
      • Severe performance degradation (>30s delay) affecting end-user rentals.
      • Severe performance degradation (>30s delay) that makes customer service impossible.

        If the problem you're encountering does not align with the description provided above, we request you to select a different form.

    2. Configuration Request: File a ticket to request configuration changes. These may include but not limited to - Terms & conditions update, Website changes, Takeovers, Membership extensions, Station sponsors, Usage fee changes, Access request / role changes, …

    3. Software Issue: File a ticket to report any problem that you are facing with the software.

    4. Hardware issue: File a ticket to report any problem that you are facing with the hardware.

    5. Station Issue: File a ticket to report any firmware problem that you are facing with the station.

    6. Software Feature Request: File a ticket for feature requests or product feedback. Please provide context and a description of the problem or pain point. Start with the ideal (describe the desired goal or ideal situation; explain how things should be) then describe the reality.

    7. Hardware Improvement Request: File a ticket to request features on the hardware side.

    8. Fieldwork Request: File a ticket to request access to Fieldwork.
    9. Spare Parts Availability Request & PO Submissions: File a ticket for requesting specific parts. Use the following template and add it to the Attachments section before submitting. Once we get back to you, you can proceed by submitting a purchase order within the same ticket.

    10. RMA Request: File a ticket for a Return Merchandise Authorization. Use the template provided and add it to the Attachments section before submitting.
  • When logged into your profile, it is possible to view past requests by selecting Check your existing request on the home page. You may also do so, by going to the drop-down menu and selecting My activities.

    • My requests: Tickets submitted by the current user. 
    • Requests I’m CC’d on: Tickets other users have tagged you in.
    • Organization requests: Tickets submitted by all users in your organization to the Support Ops team.

 

  • To reply to a ticket, select the ticket and add to the conversation. Replying to a Solved ticket will re-open it.

 

STATUSES AND WORKFLOWS IN ZENDESK

This section includes the status descriptions and workflow in Zendesk. 

Tickets could have the following statuses in Zendesk:

  • Open: The ticket is new or being investigated. The ticket is in the hands of the Support Ops team.
  • Pending: More information is needed by Support to continue working on the ticket. The ticket is in the hands of the requester and the requester will be notified that Support Ops is waiting for more information, after 3 business days with no replies.

    Note: The ticket auto-solves if there is no reply from the requester after 5 business days of being in Pending.

  • On-hold: The ticket is being investigated by an internal team and is in the hands of the Support Ops team.
  • Solved: The issue has been resolved. You can always reopen Solved tickets. If the ticket has been solved for 20 business days, it will be transitioned to Closed and a follow-up ticket can be created.
Powered by Zendesk