What is Zendesk?
The Zendesk Suite provides the complete customer service platform that acts as a one-stop-shop for both slack communications and bug tracking.
Zendesk will provide traceable communications between Sky / Comcast and the Partner all the way from integration and onboarding to ongoing in-life maintenance.
Benifits
- One stop shop for app partners.
- Move away from ad-hoc Slack channels
- Increased traceability as paper trails all in one place
- Easy access to bugs raised by Sky / Comcast
- Informative articles to help pre-empt common questions
- Blast message pop up
Create a Zendesk account
To register your own Zendesk account:
- Simply, click: https://x-ottapp.zendesk.com/auth/v2/login
If you already have a Zendesk account, login using your credentials or click ‘Sign up’ to register.
When creating your account with Zendesk, make sure you are using your email address associated with your app partner domain. E.G Fu.bar@sky.uk or Fu.bar@bbc.co.uk. This will link you to your organization and you can start creating tickets under your domain.
Logging into Zendesk
Once you hit the link to access Zendesk, Hit the ‘Sign up’ button.
Enter your full name and your domain email address. You will receive an email to register. Once you have signed up, simply log into Zendesk. You can also reset your password on this page.
Types of requests
- Update Device Firmware
Request your device be updated to specific firmware
- Request a Device
Order a device from the Sky team
- Enable Development Tools
Request development tools to assist in developing your application e.g. Remote web inspector
- Troubleshoot a Non-Production Issue
Report a development issue. Can be firmware or device related
- Report a Production Issue
Report a field issue impacting customers
- Raise a Defect
Raise a defect while in development phase or on production
How to raise tickets
1) Request Type Buttons
A set of the most common requests
have been placed on the homepage
to allow partners to quickly select
the type of support they require
2) Request Type URLs
Alternatively, we can proactively
share the request type URLs that
autofill the type of request support
they need and will be asked them to
provide important information
before submitting the request.
• Troubleshoot a Non-Production Issue
Organising your requests
- How to organize your tickets via Zendesk
In Zendesk, you can view all your tickets within your organization.
- On your profile go to ‘Requests’
Go to the tab of request type > ‘My request type’; ‘Requests I’m cc’d on’; or ‘Organizational requests’
- You can see the tickets you have raised; you are cc’d in and tickets anyone in your organization has raised. You can also comment on all tickets in your organization
Filtering & viewing tickets
Filtering Tickets raised
- On your profile go to ‘Requests’
- Hit the Filter button and you can filter your tickets if you want to see certain types of tickets. Example, if your ticket is raised as a bug you can filter ‘Issue type’ and see all the bugs that has been raised.
- You can also add more columns to view all types of tickets by hitting the 3 dots on the right
Communication via Zendesk
- Communicate to Sky / Comcast via your Ticket request form
In Zendesk you can simply access your tickets if an agent has commented on your ticket. You will get an email notification and are able to open the ticket through email or directly through Zendesk.
You can leave a comment with a status update or any additional information
- Communicate to Sky / Comcast via email
When you get an email notification for your ticket, you can reply directly on the email and the update will save on the Zendesk ticket. This saves having to respond directly on the ticket itself.