UCC - IT Help Desk Ticket Request Types in Zendesk – United Church of Canada

ARTICLE SUMMARY

This article outlines the types of ticket requests in ZenDesk.

When submitting a new Help Desk ticket via the United Church Zendesk Portal, you will have the option to categorize your ticket as one of the following 9 Request Types respective of the content and nature of your ticket.

Please see below for a breakdown of the available request types and the subsequent examples:

	Ticket Categorization	Purpose	Example
UCC Custom Ticket Types (Manually Generated)	Service Request	Is a formal request from a user for something to be provided.	"Please reset my password for xyz account."
	Request for Enhancement	Is an individual/collective suggestion to improve an existing service/product/process via a new feature or capability while describing how it will be used.	"I would like to request xyz feature in ChurchHub for Ministers to generate automatic reports."
	ChurchHub Question	Is used to indicate that the requester's issue is a question specific to ChurchHub.	"I would like to understand how I can update my contact information directly from ChurchHub."
	Cybersecurity	Is used for technologies, processes, and practices designed to protect networks, devices, programs, and data from attack, damage, or unauthorized access. Cyber security may also be referred to as information technology security.	"I would like a firewall setup for a newly installed web facing application that will be used by multiple end-users."
	SPAM	Is used for redundant, unsolicited and/or inappropriate messages sent on the internet to recipient(s).	An E-mail received by UCC staff from an unknown E-mail address sharing unsolicited personal details and requests.
Zendesk Default Ticket Types (System Generated)	Question	Is used to indicate that the requester's issue is a question rather than a problem that needs to be solved.	"How often do I need to reset my password?"
	Incident	A single unplanned event that causes a service disruption.	"Outlook is not sending or receiving E-mails for multiple users".
	Problem	A cause or potential cause of one or more incidents.	"I receive an error prompt when starting an MS Teams Video Call".
	Task	Is used when you want to assign the ticket as a task to a specific agent.	"Salem (Help Desk Agent) will assign new O365 licenses for new hires".