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How to Use Zendesk Ticket System: A Comprehensive Guide

Zendesk is a customer engagement platform that provides a variety of tools to help businesses improve their customer service experience. One of the key features of Zendesk is its ticketing system, which allows businesses to manage customer inquiries and support requests from a single location. In this blog post, we’ll explore how to use Zendesk’s ticket system to effectively respond to customer inquiries and provide quick solutions to their problems.

Step 1: Understanding the Basics of Zendesk Ticket System

Zendesk ticket system is an online platform that allows businesses to manage customer inquiries and support requests. Tickets are essentially a record of a customer’s interaction with your business, and are created whenever a customer reaches out to your support team. The ticket system then organizes and prioritizes these tickets so that your support team can respond to them in the order that is most urgent.

Step 2: Setting Up Your Zendesk Account

Before you can start using Zendesk’s ticket system, you’ll need to set up an account. To sign up for Zendesk, simply visit their website and click on the “Get started for free” button. You’ll then be prompted to enter your email address and create a password. Once you’ve created your account, you can start setting up your Zendesk ticket system.

Step 3: Creating Your First Ticket

To create a ticket in Zendesk, click on the “Create ticket” button in the top right corner of the screen. You’ll then be prompted to enter the customer’s contact information, as well as a brief description of their issue or inquiry. Once you’ve filled in all the necessary information, click “Submit” to create the ticket. The ticket will then appear in your support queue, where your team can prioritize and respond to it.

Step 4: Managing Your Support Queue

Once you’ve created a few tickets in Zendesk, you’ll start to see them appear in your support queue. From here, you can manage and prioritize your support requests by filtering the tickets based on their status, priority, or other criteria. You can also assign tickets to specific team members, add notes or attachments to the ticket, and even comment back and forth with the customer to resolve their issue.

Step 5: Using Zendesk Macros and Automations

To save time and streamline your support workflow, Zendesk offers a variety of macros and automations that you can use to automate common support tasks. Macros are pre-defined actions that you can apply to a ticket with just one click, such as “send a follow-up email” or “escalate to a manager”. Automations, on the other hand, are rules that you can set up to automatically complete certain tasks based on specific criteria, such as “if a ticket has been open for more than three days, send an automatic follow-up email”.

Step 6: Reporting and Analytics

Finally, Zendesk also offers a variety of reporting and analytics tools that you can use to track your support team’s performance and identify areas for improvement. You can generate reports on everything from ticket volume to customer satisfaction and use this data to make informed decisions about how to optimize your support workflow.


Zendesk’s ticket system is a powerful tool that can help businesses provide better customer service and support. By following the steps outlined above, you can start using Zendesk to manage your support queue and provide quick solutions to your customers’ problems. Whether you’re a small business owner or a large enterprise, Zendesk’s ticket system can help you streamline your support operations and provide a superior customer experience.