Zendesk 101 for Member Support

Question 1

Agents can access Zendesk through

Answer 1

Okta.

Question 2

The Homepage provides an overview of what 7 things?

Answer 2

Home Button: to return to this page at any time

Views: covered on the next page of this lesson

Updates to your tickets: updates on an agent’s recent tickets worked

Open Tickets: open tickets assigned to an agent (ex: 1) and total open tickets for the groups the agent is part of (ex: 11594)

Tickets open and assigned to you: a list of the open tickets assigned to an agent (ex: #10324479)

Ticket Statistics (this week): good reviews (ex: 1), bad reviews (ex: 0), and tickets solved (ex: 21)

Satisfaction Statistics: user average CSAT score (ex: 100%) and team average CSAT score (ex: 90%)

Question 3

How do agents access Zendesk Views?

Answer 3

Through the “Views” icon on the top, left-hand side of Zendesk

Question 4

What are the 4 Zendesk Views?

Answer 4

My working tickets

Unassigned in my groups

Unsolved in my groups

My recently solved

Question 5

Each View only includes tickets associated with

Answer 5

the LOB or Team the agent is assigned to.

Question 6

If an agent is not yet assigned to a specific LOB, they will have access to

Answer 6

all ticket types outside of the defined LOB’s.

Question 7

This view includes an agent’s assigned open and pending tickets.

Answer 7

My working tickets

Note: For US/CA agents, it’s the group (LOB or Team) they are assigned to.

Question 8

This view includes unassigned tickets for the group (LOB or Team) an agent is assigned to.

Answer 8

Unassigned in my groups

Question 9

This view includes open or pending tickets assigned to other agents for the group (LOB or Team).

Answer 9

Unsolved in my groups

Question 10

This view includes all the tickets the agent has solved.

Answer 10

My recently solved

Play mode has been implemented for our OX & MM LOB’s and is optional for our HW|SW LOB, Apparel Team, and Commercial Support Team.

Question 11

How do you search for tickets in Zendesk?

Answer 11

Simply click the search bar on the top right-hand side of the screen (magnifying glass icon) and enter the information. Search examples include Members’ email addresses, keywords, or specific ticket types.

After clicking “enter”, the search populates any relevant ticket data in the “Tickets” tab, regardless of LOB or Team.

The search can also be narrowed by using the filter options available on the right-hand side below the search bar.

Question 12

What is FIFO?

Answer 12

First in, first out.

We must handle Support requests as they are submitted, regardless of our previous interaction(s) with a Member.

We always want to put Members first - fairly.

Question 13

Left column ticket contents (14)

From top to bottom

Answer 13

Requester - Member/customer with a request or issue

Select Assignee - the agent assigned to follow up on the ticket

Followers - any Peloton team member with a Zendesk account can be added as a follower.
Followers will receive ticket updates and can view/add internal notes. Email addresses for followers will not be shared with Members.

Sharing - only used by our Service Design team

Form - drop-down for request types
Selections in this field change the fields/options below

Product - what source the issue stems from

Symptom - what the Member has asked of you or told you

Diagnosis - why the Member’s issue is occurring

Resolution - how the agent is resolving the issue

Order # - Most relevant CMS order number for that ticket

Service Recovery - courtesy taken to resolve a negative experience

Follow Up - scheduled timeframe for the agent to reach back out

Due Date - specific date to follow up with a Member

Escalation - Member has requested leadership assistance

Question 14

Middle column ticket contents (8)

From top to bottom

Answer 14

Ticket Number Subject Line - the ticket number and agent name

Side conversations - private correspondence between an agent and third party, excluding the Member. Refer to Side Conversations IKB for more information.

Member contact information - email address being used in the thread, which isn’t always the email address listed on the account

Merge Tickets (not shown in image) - available in the drop-down menu next to Member contact information and combines related tickets

Change Requester - “change” link to update the ticket requester

Public Reply - highlighted in white, all communication sent to and from the Member for that specific ticket

Internal Note - highlighted in yellow, a private area for agents to make notes, such as after call work

Apply Macro - drop-down menu containing all available macros

Question 15

Right column ticket contents (11)

From top to bottom

Answer 15

Ticket History - all tickets related to the requester

CMS App - window providing rider profile, membership(s), orders, and associated Member information

Linked Ticket - ability to create a child ticket, used for delivery partner Tier 4 escalations, or NYC Apparel Team assistance for stock or discount deactivation requests

Quick Links - compiled list of tools agents can utilize

Zingtree Troubleshooting - easy access flowcharts to assist with troubleshooting steps

Shopify US | CA | UK - tracking system for all apparel orders

JIRA - engineering ticketing system to link HW|SW tickets to existing bugs or wide-spread service issues (referred to as a “fire”)

Ticket Redaction App - tool used to remove security-sensitive information from a ticket (i.e. credit card numbers, social security numbers, etc)

Salesforce - quick links to Member delivery information for Field Service Lightning (FSL)

MaestroQA Lite - ticket review information from Quality Assurance (QA)

Submit as Open (dropdown) - list of available statuses to submit a ticket as

Question 16

What are the 6 status options for Zendesk tickets?

Answer 16

New: untouched by any agent or team

Open: requires agent attention

Pending: awaiting a Member response

On-Hold: bug reports being reviewed

Solved: resolved issue; a reply will re-open the ticket

Closed: resolved issue; a reply will create a new ticket

Question 17

How do you get to the CMS app in Zendesk?

Answer 17

in the Apps section of Zendesk (right-hand side)

Question 18

What is the purpose of the CMS app in Zendesk?

Answer 18

It eliminates the need to toggle between our CMS and Zendesk systems to research and solve tickets.

Question 19

When a Member contacts Support, their information should

Answer 19

pre-load into the CMS App with the ticket.

Question 20

If the Member’s information doesn’t pre-load into the Zendesk CMS app, what are the other two ways search options agents can use?

Answer 20

1. Members

To search within the “Members” view, click “Members” to highlight the search option and use:

The e-mail address associated with the Member’s Peloton account

The Member’s first and/or last name (if common, this option is not recommended)

The Member’s username associated with their Peloton account

The data appears directly below the search bar. Multiple options typically only appear when using partial or common names. Click on the appropriate Member to view.

After the Member information populates, agents have access to:

Contact information
Membership information
Order history
Ticket history
Workout history
Join date
Agents may also select "View Profile" to view the account directly on the CMS website.

2. Orders

To search for a Member within the “Orders” tab, click “Orders” to highlight the search option and use:

The order number associated with the Member’s Peloton account

Member’s username associated with their Peloton account

The e-mail address associated with the Member’s Peloton account

Question 21

What are the (4) tabs in the CMS App in Zendesk?

Answer 21

Info Tab, Subs Tab, Orders Tab, and Tickets Tab

Question 22

What information can agents see on the Info Tab in the CMS App in Zendesk?

Answer 22

The “Info” tab shows the basic information available in the “Riders” tab on the CMS site.

In this tab, agents can see the following:

“Member Since” date

Country (represented by the country’s flag)

Number of workouts per workout type*

Username

Email

Name

Location

Question 23

The CMS app integration with Zendesk allows agents the ability to view

Answer 23

Member information in a centralized location.

Question 24

What information can agents see on the Subs Tab in the CMS App in Zendesk?

Answer 24

The “Subs” tab shows Member subscription information. In this tab, agents will see the following:

Monthly membership amount

Pause, cancel or reactivate a membership

Activation code/key

Order date

Confirmation code

Bike and/or Tread serial number

Activation date

Paused date

Cancellation date

Billing period/cycle

Waivers

Question 25

What information can agents see on the Orders Tab in the CMS App in Zendesk?

Answer 25

The “Orders” tab shows Member order information.

Once an agent enters the order number for a Member’s first purchase (Bike or Tread), they will see the following:

Item list
Shipping address
Delivery carrier
Referral code used during a purchase
Payment method

If an agent enters a repair order ID, they will also see the following:

Repair status
Item being repaired
Shipping address
Technician that has performed the repair
Referral code used during purchase
Payment method

It’s important to click the “Link Ticket To This Order” button to auto-populate the Member’s CMS link and order number into the Zendesk ticket.

Question 26

What information can agents see on the Tickets Tab in the CMS App in Zendesk?

Answer 26

The “Tickets” tab contains Member ticket history.

The ticket history section located in the CMS App will also be moving to its’ own tab directly within CMS.

Agents should always use the CMS App and “Link Ticket to Order” button.

Question 27

Why is it important to use the ‘Link Ticket to This Order’ button in the CMS App in Zendesk?

Answer 27

By doing so, the CMS ID, Order ID, Warehouse, Delivery Partner, and Product (main) fields will auto-populate.

This is true even if the fields aren’t visible on the ticket. They still auto-populate in the background for accurate reporting.

Question 28

What are some common tasks agents can perform on the Subs Tab in the CMS App in Zendesk?

Answer 28

Accessing the membership details

Pausing All-Access Memberships

Canceling All-Access Memberships

Reactivating All-Access Memberships

Question 29

What actions can you not perform in the Subs Tab when Accessing The Membership Details through the CMS App in Zendesk?

Answer 29

Waivers and membership refunds can’t be issued directly from the Zendesk CMS App. To add a waiver or issue a refund, click the person icon to be redirected to the membership details in another tab.

Question 30

In the Subs Tab when you are Pausing an All-Access Membership through the CMS App in Zendesk, what happens when you click the I I icon?

Answer 30

By clicking the I I icon will open the initial stage of pausing an all-access membership.

Question 31

How do you Cancel an All-Access Membership through the CMS App in Zendesk?

Answer 31

Through the Subs Tab, clicking the X icon will open the initial stage of canceling an all-access membership.

Question 32

How do you Reactivate an All-Access Membership through the CMS App in Zendesk?

Answer 32

Through the Subs Tab, clicking the ↷ icon will open the initial stage of reactivating an all-access membership.

Question 33

What are 8 common tasks agents can perform on the Orders Tab in the CMS App in Zendesk?

Answer 33

Redirecting to the delivery partner

Redirecting to the work order

Accessing the post-purchase link

Creating a support order

Open in CMS

Full order cancellations

30-Day Home Trial returns

Support orders

Question 34

How do you Redirect a Delivery to the Delivery Partner in the CMS App in Zendesk?

Answer 34

In the Orders Tab, if a Bike or Tread delivery is being completed by XPO or JB Hunt, click the people icon to redirect to our third-party delivery team’s system.

Question 35

How do you Redirect a Work Order in the CMS App in Zendesk?

Answer 35

In the Orders Tab, if an order is being delivered by Peloton Field Ops, click the clipboard icon to be redirected to the respective work order in Field Service Lightning (FSL).

Question 36

How do you Access the Post-Purchase Link in the CMS App in Zendesk?

Answer 36

In the Orders Tab, click the calendar icon to access the post-purchase link for any Bike or Tread order.

Question 37

How do you Create a Support Order in the CMS App in Zendesk?

Answer 37

In the Orders Tab, click the cube icon to be redirected to the initial stage of a support order.

Question 38

How do you Open an Order on the CMS Site while you’re in the CMS App in Zendesk?

Answer 38

In the Orders Tab, click the export box to view the order on the CMS site.

Question 39

How do you Initiate a Full Order Cancellation in the CMS App in Zendesk?

Answer 39

In the Orders Tab, click the ‘X’ icon to initiate a full order cancellation.

Question 40

How do you Initiate a 30-Day Home Trial Return in the CMS App in Zendesk?

Answer 40

In the Orders Tab, click the credit card icon to initiate a 30-Day Home Trial Return.

Question 41

The Knowledge Capture (KC) App appears

Answer 41

as a magnifying glass icon on the Zendesk toolbar a few seconds after opening a ticket.

Question 42

Zendesk Knowledge Capture (KC) is used to

Answer 42

quickly access important information to efficiently support our Members and allows agents to provide internal feedback on Knowledge Base (KB) content to continuously improve existing resources.

Question 43

When an agent clicks the magnifying glass in the Zendesk Knowledge Capture (KC),

Answer 43

they are presented with a list of relevant articles based on the email subject line.

For example, if a Member emails Support and titles their email “Bike cleats”, Zendesk will search for all articles that contain the words “Bike” + “cleats”. It populates a result count and scrollable list on the left side of the Knowledge Capture (KC) app.

Agents can search both the internal and external KB’s.

Question 44

To find external Support articles in the Zendesk Knowledge Capture (KC),

Answer 44

use the Peloton option.

Question 45

To find internal Support articles in the Zendesk Knowledge Capture (KC),

Answer 45

use the Training Wheels option.

Question 46

How can the articles in the Zendesk Knowledge Capture (KC) be directly sent to the Member through the Zendesk ticket?

Answer 46

It can be copied and pasted directly into the Zendesk ticket to respond to the Member.

Question 47

If the External KB in the Zendesk Knowledge Capture (KC) has desired information you would like to send to a Member, agents can send the article link to a Member by

Answer 47

clicking the “Link Article” button to create a hyperlink. It sends the entire article directly to the Member in the ticket. This saves time and exposes Members to our external Support site.

Question 48

If an Internal or External KB article appears to have incorrect information or may be improved, agents are encouraged to

Answer 48

provide feedback to our Support Content Team by following the steps outlined in the Knowledge Capture & Feedback article.

An email response will be sent after both receipt and review to let the agent know their feedback was heard.

The response time varies based on process verification and/or overall volume. Reaching out for status updates will only create additional delays, so wait patiently to hear from them.