Emergency Drops

As Community Leaders you will need access to the z-Emergency Drop group in Slack and Zendesk. As tickets come in regarding emergency drops, you'll be alerted by a slack message with the ticket details. You'll be able to access Zendesk directly from the slack message to see which program the rep is a part of. 

You'll be able to access Slack and Zendesk from your smartphone or from a computer. 

Smart device access and tutorials:

You can download Slack and Zendesk app straight from your phone's app store. 

   

Slack App

You'll be added as a member of the z-Emergency Drop group. This channel should not be muted to ensure you don't miss messages coming in. 

Using the Slack and Zendesk apps on your phone:

New tickets coming into Zendesk will create a record of the ticket in the z-Emergency Drop slack group. 

What you will see in Slack: The subject line on the ticket is blue - this is a link that will take you directly to the ticket in the Zendesk app.  The requester is the rep who submitted the ticket.  You'll also see the text of their message.  What you won't see in Slack: The reps' program - you will need to use the subject link to go into Zendesk for this information.  Tips & Tricks: If you are going to handle the emergency drop, tap on the emoji icon and search 'Eyes'. Use this emojito show the team that this ticket has been claimed and is in progress. If you see the eyes emoji, you know someone is already working on this emergency drop so no need to dig in.  Once an emergency drop has been dealt with you can use the check mark emoji to show the team that it's been resolved. You can search 'Check' for that emoji.  You can write a comment and tag another CL or CM by tapping on the body of the ticket, and then tapping on 'Add a reply'.

 Zendesk App

When you first open the app, you'll have to add thirdchannel to this screen. Next you'll enter your ThirdChannel email address and Zendesk password.  Tip! You will be alerted to new tickets via Slack so no need to navigate around the Zendesk app.

Viewing Program names and leaving internal messages

Once in the Zendesk, you'll initially see the same ticket info you saw in the slack message. To view the brand, tap on 'See all' next to Properties. To leave an internal message for the Community Managers, tap on 'Write a reply' at the bottom of the screen. This step is only needed if there's additional context you want to share with the team.

The rep's program will be listed under ThirdChannel E-Com Brands.

Type your message in the yellow box and hit the send icon in the top right corner.

Computer access and tutorials:

Slack:

• In the desktop version of Slack, both the Ticket number and Subject are hyperlinked to the ticket in Zendesk.
• You'll still see the text in their tickets sharing the details of the emergency drop. 
• To access emojis and communicate with others regarding the ticket in Slack, hover over a ticket to access those options pictured in the top right corner. 

Zendesk:

• In the desktop version of Zendesk, you'll find the rep's brand in the left hand column under ThirdChannel eComm Brands.
• You can leave an internal note by typing in the yellow box and then clicking on the arrow in the bottom right corner and selecting Submit as Open. 
• To see the rep's email address, you can click on the person icon in the top right corner of the ticket to expand the contact card pictured in the top right corner.