Zendesk Overview

Zendesk is a customer service tool that will allow us to collaborate in an optimal way for all your requests. Thanks to Zendesk, you will be able to :

• Submit your requests
• Receive notifications at every stage of your application
• Track your requests and those of your employees
• Access the Jint documentation

The Zendesk portal allows you to access all these features. It is accessible in self-service, you just have to create an account from your professional email address.

1. A ticketing service

Zendesk is first of all a multichannel ticketing service that allows us to record all your requests and to follow them at a glance.

Multi Channel Request

• Request via email

The e-mail address support@jint.co remains effective. Any request sent to this address will register a request in Zendesk

• Request from the help portal

We provide you with access to this Zendesk portal from Jint support. A link to this portal is also added in the configurator.

From the portal, the form for submitting a request can be accessed directly from the menu. We encourage you to use the form, which allows you to structure your request and ensure that we respond in the most efficient way possible!

The application form

Subject: A description of your request

Category: The category allows you to specify what your request is:

• Support request : You have encountered a problem and want to report it to the Jint team
• Evolution request: Your opinion is important to us! Tell us what you need

Priority of the request: We suggest you enter 4 different levels of priority:

• Low: To report a minor problem that does not interfere with the operation of your Jint spaces, ask a question about using Jint, or request access
• Normal : You have a problem on Jint
• High: A problem is severely degrading your Jint experience
• Urgent : A problem prevents you from using Jint's service. We guarantee a return in less than 24 hours to contact the requester.

Description: The details of your request. For an efficient treatment, do not hesitate to contextualize the description of the problem as much as possible, by specifying in particular: The impacted Webpart, the description of the problem, and the surrounding parameters (Site, metadata, audience, user profile, browser used)

Attachments: You can add up to 10 attachments to your request to provide our support team with as much information as possible.

Request Life Cycle :

• New: The request has been forwarded to the support team
• In progress: The request has been handled by our support teams
• Pending: Jint support team is waiting for an external element to solve the problem. This can be an item in the backlog, or additional items from you.
• Resolved: The issue has been resolved by the Jint support team. You are notified of the resolution by an email, and you have 7 calendar days to give feedback to the support team before the request is closed.
• Closed: Your request has been processed. If you have a return, or if a similar problem is to be reported, you have the possibility to create a request linked to an already closed request, selecting the link "create a follow-up" in the request synthesis.

Email notifications

The Zendesk tool will send you email notifications when the request evolves on our side, whether it is a question from our side or the resolution of the issue

Follow-up of requests

You can access the follow-up of your requests by going to your profile ⇾ "My activities". You will find all the requests that you have generated, as well as those for which you have been copied, and those of your organization.

Documentation Center

Zendesk also provides you with documentation to help you find answers to your questions. You will first find the technical and functional documentation of Jint, as well as the functioning of Zendesk and the Jint support process. We will continue to feed this documentary base in order to allow you a maximum of autonomy.

Profile space

The profile area allows you to update information such as name, e-mail, phone number and language preference.