Zendesk

Objective

Our goal is to provide a seamless support experience, we are here for you.
Whether you’re reporting a bug, requesting a new feature, you have our commitment to track your support request end-to-end keeping you informed every step of the way.

This guide is structured in 6 sections, answering:

• What different requests can I submit?
• How do I submit a request? (step-by-step)
• What is the journey of a ticket?
• What reports are available?
• What are the SLA & escalation channels?
• What are the most common questions or concerns while using Zendesk?

1. Request types

In Zendesk, every ticket should be categorized to ensure proper handling and SLA enforcement. When submitting a ticket, please select the appropriate Type:

Here's a breakdown

Technical support: This category is reserved for tickets related to connectivity issues, or any other technical glitches you might encounter while using our products, example: API responses.

Functional support: This category is exclusively for bugs, in which our product is nor performing as expected.

New request: Enhancements, UI changes, workflow optimizations, or small product features.

New project: Larger initiatives that require planning, scoping, and cross-team collaboration.

2. Submitting a ticket - step by step

Need help? Follow these quick steps to submit a support ticket:

Step 1. Access the Support Platform:

Click on the Support button from your main workspace in OnePoint (Production; Zendesk is not a public portal and is only available through OnePoint Production). This will open Zendesk, our official support platform.

Step 2. Submit a request:

• In the top-right corner of the page, click on Submit a request.

• A dropdown menu will appear; choose Support ticket request.

Step 3. Fill out the ticket form:

The ticket submission form will appear for you to fill.

Subject: Write a short summary of your issue or request (e.g., “Login not working”).

Category: Select the type of help you need Functional, Technical or New request.

Environment: Choose between Production or Test. Test here means the Sandbox environment; see Environments & access.

Priority: Indicate the urgency of the issue.

• critical
• high
• medium
• low

The form's priority options line up with the SLA table in section 5 below: Critical, High, Medium, and Low.

Description: Describe the request in detail.

Step 4: Submit your ticket:

Once all required fields are filled in, click the Submit button (located at the bottom of the screen). Your ticket will be sent to our support team for review and response.

What happens next?

After submitting your ticket, you’ll receive a confirmation email with your ticket number. To follow up or provide additional information, go to the “Requests” section in Zendesk. You’ll find it by clicking on your profile name in the top-right corner; a dropdown menu will appear. Select “Requests”, and you’ll see a full list of all tickets you’ve submitted, along with their current status and updates.

3. Ticket journey

A ticket may go through 10 different stages in its lifecycle, moving from initial "New" to a final "Closed" state. This ensures visibility, accountability, and structured collaboration between you and our team.

The 10 ticket statuses are defined as:

• New: The ticket has been created but not yet reviewed by a support agent.
• Under review: A support agent is analyzing the request to categorize and route it properly
• Awaiting customer input: We need more information from you before assigning it to engineering team.
• Request accepted and under estimation: We’ve validated the request and are awaiting an estimated delivery time from our engineering team.
• Awaiting customer approval: The ticket is paused while we wait for you to approve the scope/cost/timeline.
• Approved and scheduled: The request has been approved and is now in the delivery pipeline.
• In progress: The engineering team is actively working on the request.
• Awaiting for customer QA: Work is completed and we are waiting for your confirmation that everything works as expected
• Solved: The issue is resolved and we’re awaiting your confirmation.
• Closed: The ticket has been finalized and requires no further action.

4. Reporting

You can view the status and history of your support requests at any time by clicking your profile icon in the top-right corner of Zendesk and selecting “Requests". This section displays all the tickets you've submitted, along with their current status (e.g., Open, Pending, or Closed), updates from the support team, and resolution notes.

If you need a broader overview, you can request monthly or on-demand summary reports. These reports include key metrics such as:

• Total number of tickets submitted
• Average response and resolution times
• Breakdown by issue type

To receive these reports, please contact your account manager or reach out directly to our support team.

5. SLAs and escalation channels

We follow defined Service Level Agreements (SLAs) based on the priority of each ticket.

If a request is not addressed within the expected SLA, or if urgency increases, please email: [email protected] with [Escalation] in the subject line.

6.⁠ ⁠Q&A

1. What happens if I submit a ticket to the wrong category?

Don’t worry; our support team will recategorize it and assign it accordingly.

2. Can I track tickets submitted by other members of my team?

Yes! By default, you can view and edit:

• Tickets you’ve submitted
• Tickets where you’ve been copied (CC’d)

If you need visibility over all tickets submitted by your organization, just notify our support team and we’ll adjust your permissions accordingly.

Once this is enabled, you’ll see an additional tab called “Organizational requests” as shown:

3. What if I want to submit a request but don’t know the technical details?

Submit it anyway. Our support agents will guide you on what’s missing or ask for clarification if needed, be as thorough as possible.

4. How will I know when my request is delivered?

When development is done, you’ll receive a status update and be asked to QA the request. Once you confirm it works as expected, we’ll mark it as solved.

5. Can I suggest improvements to the support process?

Absolutely! Email [email protected]; we review all feedback from our customers.