Welcome to the Zendesk Quick Help page!

Here you will discover a list of steps that will prepare eager volunteers for the role of Support Engineer and use Zendesk to its full potential.

<aside> 💡 This guide assumes that you got assigned to the Rapid Response Team or that you have an interest in joining the team. For further inquiries, contact @Rajbir Kaur and join the #rapid-response channel on Slack.

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Step 1 - Register with Zendesk

Wait for the invitation link that you will receive via the email you provided to the coordinator. The name of the email will be "Welcome to Zendesk Support for FightPandemics." If you do not see the email in your main inbox, search it manually and also check Spam. If you can't find it and you talked to your coordinator, check-in with @Rajbir Kaur on Slack and talk about it in the #rapid-response channel.

Step 2 - Login into Zendesk

Step 2 assumes that you clicked the invitation link that you received via email. Next, let us dive inside Zendesk.

To login to Zendesk, use this link:

FightPandemics

You will arrive at the Dashboard, the home page of Zendesk.

Step 3 - Handling your first ticket

You may be assigned a ticket, but most likely you will need to check manually in the dashboard for new tickets and self-assign or assign them to your colleague during that time bracket, or to the next team if you are unavailable or you have insufficient time in your time bracket.

To handle your first ticket:

In the dashboard, select the latest ticket available.

• Navigate to "Assignee" and take ownership of the ticket or pass it forward to another member. You can attach followers to this ticket so that they are updated on the status of the respective ticket. If this is your first ticket it is recommended that you attach a more experienced follower to that ticked so you can make sure that everything goes smoothly.
• Attach a form status to the ticket, depending on the nature of the content. This can range between "Report a Bug," "Volunteer FP" or "Delete my account" for now.