Agent Dashboard overview
Login in for the first time and accessing your agent account:
Welcome to Zendesk ticketing system for Vetstrategy Support, lets get you started by login into your account.
Please click on this link and bookmark it in your browser for easy access https://support.vetstrategy.com/hc/en-us
Once on this page. Please click on the “Sign in” Option and you ill be prompted to use a login option, as an agent you should click in the "Switch to agent sign-in" and use your O365 account SSO firstname.lastname@example.org for assistance)
Please enter your O365 credentials to log in
Once you have successfully logged in please click on the waffle icon on the top right corner and click on support to access Zendesk as an agent:
- Agent Dashboard overview
Once you log as an agent, there will be different icons and options that will be displayed in the agent dashboard
- The sidebar, the area down the left side of the interface, with navigation buttons to major features.
- The top toolbar, the area at the top of the interface, with tabs to open and move between tickets, as well as quick links to search and other apps.
- The main window, where most of your content is displayed.
Home: Displays the agent dashboard, where you can access your recently updated tickets and tickets that require your attention. You can also view the following headline metrics about your tickets, and customer satisfaction:
- You: Open tickets that are currently assigned to you.
- Groups: New and open tickets that are currently assigned to one of your groups.
Views: Displays your shared views and any personal views you've created, and enables you to access and work through tickets in each space. You create views in Admin settings.
Customer Lists: Displays shared customer lists (created by Admins), and enables you to create personal customer lists for your own use.
Reporting: Displays the Reporting Overview, where you can view data about your ticket volume and management, updated on an hourly basis. It also enables you to compare your own ticket metrics, and against those of your fellow agents. It may include other tabs, such as Insights and Satisfaction, if these options are enabled.
The top toolbar
The top toolbar runs along the top of the agent interface. Here, you'll find tabs and icons that open new and existing tickets, open the search function, and access channels like Chat and Talk (if available). Your top toolbar may include additional icons for apps installed by your Admin:
Add tab Click to quickly create a new ticket, or hover and click to create a new ticket, user, organization, or search, and view your five most recently viewed tickets.
Tabs: Any ticket, organization, user, or search you open appears as a tab. Click the tabs to move among these elements, or click the X to close the tab.
Search: Opens a search box and displays a link to Advanced search.
Zendesk Products: Click to display icons linking to Zendesk Support, and to available help centers. See Switching among Zendesk products.
The main window
The main window is in the center of the agent interface. What's in it depends on which icon you have clicked in the sidebar or top bar. You're most likely to be using the ticket interface, which we'll go over in this section. Other feature interfaces may be available to you, depending on your settings and installed apps.
When you click on the Home icon in the sidebar, the agent dashboard appears. From there, you can click on a ticket to open it in the main window.
The information displayed on your ticket can vary, again, depending on your setup. For example, administrators can use contextual workspaces to control the ticket fields, macros, and apps that appear. The sections below describe some of the more common elements you may run into.