Lesson 3: Solving tickets

In this lesson we'll focus on how agents solve tickets. This applies to administrators and account owners as well since these roles are just agents with more power to manage Zendesk Support.

Solving a ticket typically involves any or all of the following tasks:

• Telling the customer that you received their Zendesk Support request
• Troubleshooting a problem with the customer
• Troubleshooting a problem with another agent
• Reviewing the history of a ticket
• Solving a ticket
• Solving recurring problems

The test ticket you created in the first lesson should still be open in Zendesk Support. If not, you can find it by clicking the Views icon () in the sidebar. The ticket should be in your list of unsolved tickets. The ticket should look like this, ready for your response:

We'll explore the ticket life cycle in more detail in the following sections of this lesson.