Zendesk Feature¶
Category & Issue¶
A ticket comes with Category and Issue type when the customer fill in a support request.
Before responding to a ticket, please make sure to select the appropriate category and corresponding type. The issue type doesn't have a filter feature (mistake proofing), please make sure the issue type is belong to the correct category before making any modifications.
| Issue Category | Issue Type |
|---|---|
| Promotion & Purchase |
Purchase related |
| Coupon code | |
| Promotion Details | |
| Newsletter subscription | |
| Pricing & availability | |
| My Order & Shipping |
Order related |
| Shipping related | |
| Invoice/VAT related | |
| Cancel order | |
| Edit address & contact information | |
| Request for refund/replacement | |
| My Product | Troubleshooting |
| Product spec | |
| How to use | |
| Product registration | |
| Account & License |
Delete/migrate account |
| License related | |
| Manage my account | |
| Webiste related | Webiste related |
| Service & Repair |
Request for repair |
| Track repair status |
Trending Issue¶
When a high-impact issue is verified, Dans or WT will create a “Problem” ticket in Zendesk.
Please select “Incident” in the “Type” to the corresponding issue and follow the instructions (internal note) in the main Problem ticket.
This will assist us in tracking the issues throughout the process.
If there is a trending issue without a relevant topic, please reach out to Dans or WT.