PortCo Zendesk Ticket Sharing Direct to Fullsteam Department

Summary

For those of you using Ticket sharing with Fullsteam HQ, we have recently created routing based on distinct subject identifiers. This update is a recommendation on how to ensure your requests can get in the hands of experienced staff directly associated with the topic of inquiry. Please do not hesitate to reach out with any questions or comments.

Distinct Subject Identifiers

Adding the text from under the ‘Ticket Subject ID’ column to a Zendesk ticket subject will automatically route it to one of the departments below.

• Note: Must include the wrapping brackets

Department	Ticket Subject ID
Underwriting	[PS-UW]
Risk	[PS-Risk]
Funding	[PS-Funding]
Chargeback	[PS-CB]
Customer Service	[PS-CS]
Technical Support	[PS-TS]
Deployment / Hardware	[PS-HW]
Sales Support	[PS-Sales]

How-To

Manually

1. When filling out a ticket add the desired department tag to the subject field within Zendesk.
   • This example depicts Technical Support as the desired recipient.
     
2. Select your brand and fill in all other fields as normal.
3. Finish by submitting.

‘Templated’ using Macros.

You may also choose to leverage Zendesk ticket macros to template a starting message that includes these tags.

1. In order to create a macro navigate to your admin panel and select Macros from the left hand margin.
   
2. Click ‘Add Macro’ and you can begin building your template as shown below.
   
3. Now when you are starting a new ticket you can select the desired macro (from the bottom left of the screen) and it will route the ticket based on the subject line department identifier used.