Welcome pack

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 and logging into your Zendesk account via Edge

To register your own Zendesk account:

• Simply go to: https://developer.comcast.com
• Or contact your delivery manager and they will be able to invite you to the Edge portal

You can then go to the Support tab where all you cn see articles and raise tickets to get support.

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.

• Report a Production Issue

• Troubleshoot a Non-Production Issue

• Enable Development Tools

• Update Device Firmware

• Request a device

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.