A Ticket for Every Request

The ticket constitutes the primary work context of the help desk. A request to your help desk generates a ticket, whether it's sent by email or submitted online.

• An active ticket always has its settings available in a panel at the top of the page - status, priority and type. Here, you control ticket assignments and add comments and tags. Tags are linked for looking up related tickets.
• Macros are automated actions a.k.a. canned replies or quick cases that fills out ticket properties with predefined content. Handy for repeatable tasks.
• Whenever you update a ticket, you can generate a solution or a macro based on the ticket information and settings.
• Below the ticket panel you have the complete ticket conversation, complete with all comments, actions, changes and notifications logged.
• The ticket requester is clearly denoted with profile and ticket data, also for user's organization, and agents can jot down shared notes on users and organizations from the ticket itself.
• Work space real estate is reserved for your own widgets and mash-ups. To tie in legacy data or web services. Integration to Harvest Time Tracking is implemented as a widget.

Every ticket has it's own unique URL. Ticket number 232 has the address http://account.zendesk.com/tickets/232.

You can always jump directly to a ticket by typing 232 in the search field, available on every page.