Creating a New Ticket for a PbP Member Requests
After receiving a new support email from FVFN in Zendesk and determining it is a valid SAFE technical support request, we will be using the Member’s information provided in the body of the ticket to create a new ticket on behalf of the Member and then merging the ticket from FVFN with the new ticket in order to begin the support process.
Follow the below instructions for how to complete this action within Zendesk.
Creating a New Support Ticket for PbP Support Requests
Hover over the +Add button at the top of Zendesk and click the option for “Ticket”.
This will open a blank ticket in a new tab within Zendesk.
In the blank ticket, go over to the Requester field, click in the empty space, and then click on the +Add user button.
Using the Member’s information in the body of the initial ticket from FVFN, enter the Member’s name and email address, make sure the User type is set to End User, and click the Add button.
Be sure to click “Take it” over the Assignee box to assign the ticket to yourself.
In the “Form” section of the ticket properties panel, click the drop-down box and select the option for PbP Support Form.
In the “Tags” section of the ticket properties panel, enter the tags pfizer & protected_by_pfizer.
Check the “Valid PbP Support Request” box, select the appropriate drop-down for PbP Technical Support Category, and the appropriate Ticket type.
Finally, type “RE: Protected by Pfizer - Technical Support” in the Internal Note section of the ticket. This internal note will become the subject line of the Zendesk ticket. Then, click the Submit as New button to create the ticket.
Merging FVFN support tickets with the New PbP Member Ticket
Note the ticket number of your newly created PbP Member ticket, because you’re going to need it to merge the original ticket forwarded by FVFN Program Support.
Head back over to the original ticket from FVFN Program Support and click the options button at of the Zendesk ticket and select Merge Into Another Ticket.
When the Merge Ticket box appears, type the ticket number of the new PbP Member ticket into the box and click the Merge button.
A Ticket Merge confirmation box will pop up, read the information and make sure the data says that the comment will be private, then click Confirm & Merge button.
The original ticket will automatically close and will merge the ticket contents of the FVFN ticket within the body of the newly created PbP Member ticket, which will allow us to have all of the needed information in one central ticket for reference.