You can review tickets that are assigned to you on Zendesk My requests page, where you can also access a message log about each ticket’s progress.
To view your tickets
Login to Zendesk to My requests.
If you are not that page, go to the down arrow next to your name in upper right.
Choose My activities from the drop-down list.
My requests page
My requests page lists all tickets with their time frames and statuses.
My Requests page
Each ticket is listed by
Subject: Title by which is submitted.
ID: Place in the Cloudsnap queue. The numbering is cumulative, not by a single time frame.
Create: How much time has passed since the ticket was initiated.
Last activity: How much time has passed since a message for the ticket was logged in Zendesk.
Open: Cloudsnap is investigating or resolving.
- Awaiting your reply: You must answer Cloudsnap questions for progress to continue.
- Solved: Issue is fixed and ticket is closed.
You can search for a ticket by its Subject or Status.
To review a single ticket’s log
Click the ticket’s Subject to go to its log.
The log records all messages on the left and ticket information and attachments on the right.
Add information, including attachments in the Add to conversation at the bottom of the page.
Use the menu by your user name to click My activities to return to My requests.
Single Ticket Log
To review ticket through email
Your can review your communications via a single email thread. The CS agent messages are sent to the address entered for you in Zendesk.
Email thread of ticket messages