Tracking Billable Work in Zendesk for Ops Team

This guide outlines the step-by-step process for the Ops team to track their billable work using Zendesk.

Step 1: Ticket Submission and Triage

1. Ticket Submission:
   • A ticket is submitted on Zendesk by any user (client) requiring assistance.
2. IT Triage:
   • The IT team triages the ticket. If the ticket is determined to be for Ops, it will be transferred to the Ops Support team.
   • A notification will be sent to the Ops team letting them know that a new ticket has been assigned to the queue. (see sample below)
3. Ticket View:
   • Once transferred, the ticket will be visible in the view called `Unsolved - Ops Tickets`.

Step 2: Start Billable Timer

1. Access the Ticket:
   • Open the ticket from the `Unsolved - Ops Tickets` view.
2. Start Billable Timer:
   • Apply the macro `Start Billable Timer` to start tracking the billable time.

Step 3: Work on the Ticket

1. Public Replies:
   • If you need to send public replies to the customer, use the macro `Send Public Message (For Light Agents)`.
2. Perform the Work:
   • Complete the necessary work as specified in the ticket.

Step 4: Stop the Billable Timer

1. Stop the Timer:
   • Once the work is completed, apply the macro `Stop Billable Timer` to stop the billable time tracking.

Step 5: Add Billable Summary and Solve the Ticket

1. Add Summary:
   • • Depending on the type of change performed, apply the appropriate macro to add a summary of the billable work:
       - For script and code programming changes, use the macro `Add Billable Summary (Script and Code Programming Change)`.
       - For system programming changes, use the macro `Add Billable Summary (System Programming Change)`.
2. Solve the Ticket
   • To mark the ticket as solved, use the 'Internal Comment - Status Change::Change to solved' macro.