Zendesk Training Questions With Solutions
When you are waiting for another team or leadership to resolve an issue, which "bucket" should
you put the ticket in? On-Hold
When should you escalate cases to leadership? food poisoning, severe oven issues (fires),
social media or BBB threats, legal ...
When you are waiting for another team or leadership to resolve an issue, which "bucket" should
you put the ticket in? On-Hold
When should you escalate cases to leadership? food poisoning, severe oven issues (fires),
social media or BBB threats, legal action threats, requests to speak with a manager
In what case should a ticket still be left "open"? Tickets should only be open if they have
not been acted on yet or if they are chat tickets that have yet to be filed
What is our new policy for closing a chat? If active:
Ask if you may further assist customer
- Once the answer to the above is "No" wish the customer well and say "goodbye" to some
degree
Request a chat rating
- Close the chat and file accordingly
If inactive:
- Send the inactive customer macro ("we have not heard from you in five minutes...")
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