Zendesk Agent Guide:

URL: https://ampersandtv.zendesk.com/agent/dashboard

Login:

• Click on I am an Agent
• Use Ampersand Spot Cable credentials
• Email = Spotcable email address
• Password = Spotcable password

 

 

Zendesk Applications We Use:

• Support – Advanced TV Data Tickets
  • All tickets submitted by Sales via the Advanced TV Data ticket form are located in Zendesk Support

• Guide – Data & Analytics Knowledge Base
  • All team documentation lives here
  • Documentation can be linked to tickets for end user education and best practice enforcement
  • Any new documents or changes can be sent to Amy for implementation

• Explore – Reporting
  • Ticket queries useful for the Data & Analytics team:
  • Open tickets by team group and assignee
  • Overall team ticket volume

 

 

 

Ticket Trigger and End User Journey:

• Requests are submitted via the Support Homepage 
• Sales will select “Open a Ticket” and choose Advanced TV Data from the ticket dropdown
• Sales will select the appropriate request type and fill out all corresponding fields
• Advanced TV Data listserv will still be active, but Sales team should be encouraged to submit via ZD direct via 1 workflow. All third parties (Vendors, MVPDs) will continue to use AdvancedTVData alias for all communication

 

 

 

Team Groups and Routing:

• Advanced TV Data Group = Anastasia, Joe, Lorraine, Anthony, Todd, Alexandra, Aakash, Andrew
  • Request types supported:
    • HH Counts
    • National Multi-Creative Insights (Incremental Reach)
    • AND Platform BYOD Audience - National Targeted TV
    • AQIDs
    • Heat Map
    • DMA Ranker (National Targeted TV)
    • AND Addressable Audience
    • Campaign Success/Summary
    • Zone Ranker
    • Network Ranker
    • Feasibility/Cost Estimates
    • TVSquared Measurement
    • iSpot Creative 
    • Other Data Request
• Client Partnerships Group = Greg, Todd 

• • • • Request types supported:
        • Incremental Reach Counts (Client Partnerships)
        • Case Study
        • Deliverable Enhancement
        • Workflow Enhancement
        • Client Revenue Opportunity
        • Total TV Beta

• Advanced Analytics Group = Shannon and Artemas 
  • Request Types supported:
    • Co-mingled MVPD Addressable Delivery Report

• Data Solutions = Jason
  • Request types supported:
    • Vendor Onboarding

 

 

Request Types, Definitions, and Sales Channel:

• The following request types should be submitted via Zendesk:

1. HH Counts = Number of HHs that fit the audience criteria 
2. National Multi-Creative Insights (Incremental Reach) = Number of HHs that are un/underexposed based on average month exposure, National R/F (Delivery Summary & Frequency Distribution); DMA Ranker (Highlights high incidence markets based on viewership)
3. AQID Request = AQIDs needed for any Comcast campaign launch, should be submitted as a separate ticket request e.g. not within existing HH Count request ticket
4. Zone Ranker = Zones that have the greatest concentration of desired audience 
5. Network Ranker = Networks that have the greatest concentration of the target audience 
6. Heat Map = Visualization of audience concentration by geographic region 
7. Feasibility Question/Cost Estimate = Questions on research methodology, reporting feasibility and templates, pixel tagging and/or cost estimates needed for measurement
8. Co-mingled MVPD Addressable Delivery Report=Process to merge reports from Comcast, Cox and Spectrum into one output, sometimes called the TruFlight reports from Comcast. Short term request type that will live in Zendesk until new self-service app is available 
9. Client Revenue Opportunity = Sales request for potential revenue opportunity. Any new opportunity that is outside of our standardized offerings
10. Deliverable Enhancement = Sales request for any new reporting enhancement that is outside of standard reporting outputs 
11. Workflow Enhancement = Sales/Data team request for workflow improvement suggestions and implementation
12. Campaign Success/Summary = New case study request
13. Vendor Onboarding = Sales request for new vendor partnership for audience targeting or measurement
14. Other Data Request = Miscellaneous request not identified in ticket dropdown 

 

Ticket Email Notification:

• Sales + all cc’d users will receive an email confirmation that ticket has been received and is being reviewed by the support staff
• Email confirmation includes verbiage with SLAs for each request type
• Sales + all cc’d users will receive an email confirmation once the ticket has been assigned to an Agent
• Agents will receive an email notification for any new ticket submitted to their respective group
• Agents can also refresh the ZenDesk dashboard to view any new ticket submissions

 

Zendesk Support:

• Home Dashboard:
  • View Open Tickets
  • You – Tickets assigned to you
  • Groups – Tickets assigned to your respective Group: Advanced TV Data and Client Partnerships

 

 

Agent Views:

• Agents can create views for their own personal use

1. Click the Admin icon () in the sidebar, then select Manage > Views.
2. Click Add view.
   Alternatively, you can clone a view to create a new view based on an existing view (see Cloning a view).
3. Enter a title for your view.
4. Under Meet all of the following conditions, add the conditions to define this collection of tickets (see Building view condition statements below).
   You can also add conditions under Meet any of the following conditions.
5. Click Preview match for the conditions above to test the conditions.
6. Set the formatting options:

• Drag the table columns, up to 10, that you want to include into Columns included in table.
  Status is always shown in the view before the columns. You don't have to add it manually to the table. Multi-select fields are not supported in table columns.
  
• Under Group by, select the ticket data field you want to group the tickets in the view, then select Ascending or Descending.
• Under Order by, select the ticket data field you want to use as the default data to order the tickets in the view, then select Ascending or Descending.

7. Select an availability option to determine who can access the view:

• All agents, available to all agents.
• Me only, available only to you as a personal view.

8. Click Create view.
9. Views appear on the View Tab, Group Views and Personal Views:

 

Zendesk Guide:

• Data & Analytics Knowledge Base – Team Supporting Documentation
  • Can be visible to Agents and/or End Users
  • Link Answer Bots from ZenDesk Guide on the ticket form and end user ticket submission email notification to enforce education and best practices
  • Triggered by keywords entered in the “Brief Description” field box
  • Example: IR/Incremental Reach keyword will prompt IR National Sales and CP guardrails from ZenDesk Guide

 

 

 

Zendesk Explore:

• Dashboard and Queries
• Create queries by custom fields e.g. seller, assignee, etc.
• Export to Excel for campaign and ticket tracking
• Existing query examples set up for Advanced TV Data showcasing different parameters for ticket volume by request type, assignee, and campaigns with measurement

 

• Dashboards - Access to ticket stats and response timing for Zendesk Support:
  • Tickets: Contains reports about tickets created in your Zendesk account. This includes information about solved, created, and reopened tickets.
  • Efficiency: Analyzes how efficiently agents are solving tickets by measuring key ticket and time-based metrics.
  • Assignee Activity: Helps you to see the results when you assign tickets to agents and others. This includes information about solved tickets, time to resolution, and tickets that were resolved with a certain number of agent replies.

 

 

 

 

 

 

Zendesk Mobile App:

Mobile App Installation

 

FAQs:

Q: How long do tickets stay active in the system? Are there any automation rules in place that forces a ticket to close?

A: ZenDesk has the following rules in place:

• Tickets are closed 1 day after status is set to solved. Closed tickets can still be reopened at any time
• End Users will receive a pending notification email if they haven’t responded in 24 hours
• End Users will receive another pending notification if they haven’t responded in 5 days
• Tickets will auto-solve on day 6 if no end user response
• ZenDesk automatically archives tickets 120 days after they are marked Closed - Archived tickets are still accessible and actionable and can be reopened any time