Understanding Ticketing - Ticket Etiquette

Because Zendesk is a robust, team-based system, it is important that agents approach tickets with other agents in mind when updating tickets with internal information. To that end, there are certain practices that agents should keep in mind when reassigning and closing tickets.

• When closing a ticket, indicate any actions that have been taken in an internal note before closing the ticket out. This can be as simple as writing "Issue resolved, closing ticket", or as detailed as writing "I emailed the client, I will follow up with them in three days. In the meantime, the immediate issue has been resolved, so I am closing this ticket out.". Doing so will help agents understand how a ticket was resolved in the event the ticket needs to be referenced in the future.
• When reassigning a ticket to another group, specify the reason for the move in an internal note. Even if the reason for the reassignment may seem obvious based on the contents of the ticket, it's still helpful to summarize the reason for agents within that group to quickly reference as they review the ticket.
• When reassigning a ticket to another agent, specify the reason in detail for the assignment in an internal note. Because tickets are meant to be assigned to groups and not specific agents, any deviation from this rule must have documented reasoning.

In general, a good rule of thumb for agents to follow is to err on the side of caution when a ticket needs to be updated. Too much information is much better than not enough, and keeping a paper trail can save a lot of headaches down the line.