Recipe for the customer-centric company: Gather customer info for every support request


What's my plan?





All Suites

Growth, Professional, Enterprise, or Enterprise Plus









Support

Enterprise






Nothing slows down the support process more than having to go back and forth with the
customer to gather information. Multiple ticket forms help support teams expedite the support
process by gathering the right information related to a support request.
This recipe outlines a basic set of ticket fields and forms designed for a B2C or B2B
software company to capture information about a customers' technology environment. Featured
ingredients: ticket fields and multiple ticket forms.
Also, see our other recipe for the customer-centric company, Collect customer insights and act on them.
Skill level: Advanced
Time required: 30 minutes


Ingredient list




7 drop-down ticket fields


3 ticket forms






Instructions

Step 1
Start by thinking about the custom ticket fields you'll need to support your basic ticketing
processes and begin creating your custom ticket fields. These fields might already be in
your Zendesk ticket interface, and that's ok, too.  This list is in no particular order—you
can organize them when you create forms.











Name of field
Field type
Field options
Requirements




Product
Drop-down
"Product A", "Product B", "Product C"
End-user required Agent required



Platform
Drop-down
"Web", "iOS", "Android", "BlackBerry"
End-user editable


Environment/version
Drop-down
"Production", "Staging/QA", "Development"



Severity
Drop-down
"Sev 1", "Sev 2", "Sev 3"



About
Drop-down
"Product area 1", "Product area 2","Specific feature 1", "Specific feature
2"
Agent required


Operating System/version
Drop-down
"Windows::8", "Windows::7", "Windows::Vista","OSX::Snow Leopard", "OSX:
Lion", "OSX: Mountain Lion","Other"
End-user editable


Browser/version
Drop-down
"Chrome", "Safari", "Firefox", "Opera", "IE9", "IE8", "Other"
End-user required Agent required



Featured status
Drop-down
"Not planned", "Planned", "In progress", "Complete"
End-user visible





Step 2
Build multiple ticket forms based on the ticket fields you
just created to make gathering information on each ticket easier and more comprehensive.
Don’t forget to tailor the ticket forms’ names for agents versus end users.










Name of form for agent
Name of form for end user
Include following ticket fields




Question
Ask a question
All default system fields Product, Platform, About



Bugs
Report an issue

All default system fields
Product
Platform
Environment & version
Severity
About
Operating system & version
Browser & version



Feature request
Request a feature
All default system fields Product, Platform, About, Feature
status







