Vendor - Zendesk Basics

Customer Communication

Intro to zendesk

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ZD Views

Open Ticket

Zendesk Views

An overview of how to view and respond to tickets

Ticket Overview

An overview of how to navigate Zendesk

Navigating Views

This Module Covered:

Well Done!

An overview of how tickets are sorted in to inboxes

Ticket Menu - Merge

This is a feature to merge two relevant tickets (i.e. if the customer has reached out twice with the same question) so that the interaction lives in one ticket.If you see a duplicate ticket you should:Assign duplicate tickets to the open claim that it’s linked to.Do not merge any tickets if an Advocate has to reach out to the policyholder. Please assign the duplicate tickets to the appropriate open or closed claim.If the Vendor agent can address the policyholder’s concerns (for example: a ticket is related to a Pet Instant claim) and does not need to go to an advocate, the Vendor Agent should respond to the policyholder in the first ticket and mark the second ticket as solved. Please note in the thread of the second ticket, that the concern was addressed in the first one (link ZD ticket).

Click on the palm tree icon to set your status to "Out of Office." This should only be used prior to being offline for three or more consecutive days (PTO or Sick time), but not for normal weekend days. Don't forget to reset your status to "Available" when you're back. Otherwise, all of your tickets will be redispersed to the general queue.

Out of Office

Chat Bot Maya!

CX.ai

AI Maya can respond to customers via chat and solve up to 2000 tickets per day.However, when AI Maya does not know the answer to a question, or cannot complete the requested action, she forwards customers to help@lemonade.com (that's us).The ticket will contain an internal note with a transcription of the chat. If this is the case, review the chat to ensure each piece of the customer's request is addressed.

Response Field

This is where agents type out customer responses, or uses macros(pre-written responses). There are also various formatting options, as well as the ability to add emojis or photos to these responses.A good rule of thumb is to always respond with a macro, but never just a macro. Customize your responses and make them your own!

While most email exchanges start out as inbound communications, sometimes you'll need to send outbound emails.1. Click "Add" for a new ticket2. Fill out "Requester" with the email address3. Fill out ticket request type and email subject line4. Add the "outbound" tag

Add Ticket

Almost nothing is deleted in Zendesk. That means it is super helpful if we need to find historical messages that have been sent, or that a specific individual has sent. This can be a useful resource while answering customer questions.One can find all messages from a specific individual or search based on a phrase or keyword, as well as search filters.

Search

Customer Inquiry

This is the email sent by the customer. Throughout the thread of conversation, the most recent responses will appear at the bottom, closest to the response field. Older responses will be at the top of the thread.The thread will contain all responses that are sent within the same email thread, if the customer starts a new email it will create a separate ticket.

The assignee is the squad/individual to which the ticket has been assigned. Hitting the "Take it" button is largely optional, and will make the individual's name appear under "Assignee."Tags categorize the ticket. This is mostly for internal organization and for leadership and engineers to analyze inquiry trends.Ticket request type is another way to categorize the ticket. This also helps the team analyze how much traffic we receive for each kind of request.

Assignee, Tags, and Ticket Request Type

Use this to edit your Zendesk profile. This should include your name, photo, and signature:{Your First Name and Last Initial}Lemonade Claims Experience SpecialistLemonade Insurance Company(844) 733-8666Renters • Homeowners • Pet • Term Life

View Profile

Macros

Macros are pre-written responses to frequently asked customer inquiries. These are categorized by topics, but there is also a search bar to look up keywords.Once a macro is selected, that response will auto-fill the public reply field and update the ticket request type and tags. There is an option to preview each macro before selecting it to ensure that the ticket is not categorized incorrectly.More on this soon!

Zendesk supports integrations with Blender, Mixpanel, Talkdesk, and the Five Most Recent feature.Account info populates in the Blender app if customers email from the email address associated with their account.This widget shows policies, quotes, and claims. Hover over policies for a coverage summary, or click the ellipses to access the "Actions" dropdown without pulling up a separate tab for Blender.

App Integrations - Blender

Public Reply vs. Internal Note

When responding to customers, we set the response field to Public Reply, which is simply a response back to their email.Internal notes are available only for other Lemonade employees to view, not customers. These can be used when transferring a ticket (i.e. a drafted response when triaging a coverage question to the licensed ticket queue) or sending back-end requests like engineering support tickets.More on this later.

Hit the "Play" button to enter into the next available ticket!

Play

The requester is the customer that sent or will receive the email.If necessary, the requester can be changed by entering an email address in the field above "Assignee." This should match the email the customer is writing from, or the email associated with the related Blender user page.

Requester

Ticket Status

Tickets must be submitted in order for the customer to receive a reply and to close out correspondence. The following are the disposition options:New - Brand new unopened tickets; also used to triage unopened ticketsOpen - An ongoing conversation between the customer and Lemonade; your personal inbox for when customers respond back to your last emailPending - Pending customer response (not recommended - solve instead)On-Hold - Awaiting internal action (engineering, underwriting, licensed agent) before resolutionSolved - Customer inquiry or issues is resolved and a customer survey is sent

• CX views
• CLX views
• LOB views (Property, Pet, Car, Life)
• Team views (APX, UW)

Inboxes Arranged by Subject

Views

Smaller inboxes organized by department, line of business, team, and (sometimes) licensing status. These include:

Other Apps

The Five Most Recent app displays the last five tickets from the current customer. This is important to use for context and/or to merge into a current ticket if they are related.The Talkdesk widget can be used to start an outbound call. Inbound calls will populate caller information (if they call from a number connected to their account) in the Blender widget of the generated Zendesk ticket.

Hover over individual tickets to preview...

• Subject lines
• What's the email about?
• Ticket status
• Is this ticket new, open, on-hold, pending, or solved?
• Currently viewing
• The eyeball icon shows that a peer is currently working on the ticket.
• Timestamps
• When was this email sent from the customer and when did we/the customer last update the thread?

Ticket Preview

This section houses work that is in your name.

Your Opens, On Holds, and Solves

Opens: When a customer responds to a ticket in your name, that response will go into your private inbox, your opens. This ensures the customer is not bounced around to different teammates. On hold/Pending: When you place a ticket in this status, it will live in this inbox until solved. Solved Tickets This Shift: Sometimes we need to refer back to a solved ticket, or solve a ticket by mistake. This is a quick way to view your recent solves.