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Knowledge base centre

Responding to Zendesk Tickets

Responding to a customer directly

  1. Click on the ticket to open it.
  2. Use the 'public reply' to write your email response. Remember the following:
    • Keep your tone professional
    • Be crisp and to the point
    • Proofread before sending

      Email Formatting:


      Hi John,

      Thank you for getting back to me.

      I can confirm that this has now been reset, and you can now log in to your Customer Portal to set up a new 2FA. When you log in, there will be a step-by-step guide on setting this up.

      Please let me know if you have any questions.

      Best regards,
      (Insert Signature)

  3. Once you have written your email, update the following fields:
    • Requester: customers email
    • Department: be mindful of VPL and VC options
    • Reason for Contact: select the appropriate option

  4. Proofread before sending, then click 'Submit as' 
    • Pending if you are expecting a customer's reply.
    • Solved if no response is required.
    • On-Hold if a requester has indicated they will take longer than expected to reply. The due date can be set to 7 days or when the requester specifies a reply.

A quick search will help you find answers, to most of the FAQ's.
If you are unable to a find solution from the knowledge base centre, please contact
your service provider for technical assistance.