How to submit a ticket in Zendesk

• Submit a ticket
• CC another person on your ticket

Submit a ticket

To submit a request or ticket to the IT department through Zendesk, first go to the Help Center: https://easternnational.zendesk.com

1. You can choose the Submit a request link in the top right hand corner or at the bottom of the page.

2. By selecting either link you will be taken to the following page. For further description of the Submit a request form, please see below the image.

1. Your email address - If you are signed in to Office.com, your email address will automatically be assigned to the ticket request. If your email address is not listed, please provide your work email address, or your personal email address.
2. Subject – What is this ticket about?
3. Description - Fill in any pertinent details regarding the technical issue or request using the text box provided. Please include any troubleshooting steps or methods you may have already taken.
4. Store - Using the drop down menu, please select appropriate Store for the request.
5. Attachments – This is the only optional field on the form. The user can attach any files, images, screenshots, etc. related to the request by dragging and dropping the file into the Attachments section. The user could also click the Attachments field and browse their file system to submit the desired attachments.
6. Submit – Once all of the information in fields 1-4 have been filled in, the user can choose the ‘Submit’ button to finish this process and Submit a request to the IT Department. A copy of the ticket will be sent to the email provided in the ticket.

Your ticket will be sent to IT, and you will receive email confirmation of the request. Feel free to communicate with the responding IT member through the Zendesk Ticket, or by replying to the confirmation email.

CC another person on your ticket:

Note: The ticket must be created first, then edited. You cannot add a CC to a ticket at the time of creation.

1. Go to your tickets by clicking <Your Name> in the top menu and selecting My activities
2. Click on the ticket name to open the ticket
3. When you click in the "Add to conversation" field, a CC field will appear at the top
4. Enter the email address in the CC field, an update in the text field, and then click Submit