If additional information is needed when an agent is working your support request, you will receive an email notification from firstname.lastname@example.org (please make sure you have it set up in your email to allow this sender to send you emails so it does not go into your SPAM folder).
The email notification will look something like this:
A link will be included at the bottom of the email. If you click this link, it will take you to the login page of Zendesk.
If this is your first time logging in, you will need to select Get a password. You will receive an email to set your new password.
Once you are logged in, it should take you directly to the ticket from the link you clicked. If you were not taken directly to the ticket, click on your name in the upper right corner and select My Activities. From here you can search by the ticket ID number.
Your request will appear and then you can just click on the Subject line to open it.
Once you have your ticket open, there is important information on the right hand side.
Requester - Person who generated the request
Created - The date and time it was created
Last activity - Date and time of last update
Id - Ticket number
Status - Will either show as Open, Awaiting your reply, or Solved
Patient ID - MRN or other ID used to identify your patient
To the left will be the comments made by you and the support agent responding to your request with the latest update on the bottom. At the very bottom, there is a text box where you can Add to conversation.
In this example, the request was for a new phone number to reach the patient. Your reply would look something like this:
You can add additional people to this ticket by adding emails to the CC section, add files that might assist the agent in resolving your issue (screen shots, etc.)
You then have the option to Mark as solved & Submit or just Submit.
In this example, you would simply click Submit and the agent will be notified of your update. You will then see your comment on the bottom of the conversation and the Status of your ticket will change from Awaiting your reply to Open.
If you Mark as solved & Submit the agent will receive your comment reply and the ticket will be closed without further attention from the agent. So, you will only want to select this if you no longer need any assistance.
If you have questions regarding this process, please contact Customer Support.