Zendesk

• Zendesk Website

What Zendesk is 

Zendesk is the official support system used by Benefits Administration to: 

• Answer questions. 
• Process enrollment and eligibility issues. 
• Receive required documentation. 
• Track service requests. 

Every interaction becomes a ticket. Every ticket becomes part of the audit trail. 

Your Role as an ABC 

As an Agency Benefits Coordinator, you are expected to: 

• Use the correct submission method. 
• Avoid duplicate tickets. 
• Submit complete information the first time. 
• Protect Health Insurance Portability and Accountability Act data. 
• Track and follow up appropriately. 

Zendesk is not just a help desk. It is a compliance tool.  

Before You Submit Anything 

Step 1: Search First. 

Use the Help Center search bar: 

• Use two to three keywords (not full sentences).
• Use quotes for exact phrases.
• Never search for personal information. 

If the article answers your question, stop there. 

Submitting unnecessary tickets slows response times for everyone. 

Choosing the Right Contact Method 

Submitting a Ticket Properly 

Online Submission (Preferred for Most Issues) :

1. Click Submit a Request.
2. Select the correct issue category. 
3. Fill out all required fields. 
4. Attach documents, if needed. 
5. Click Submit. 

You will receive: 

• An email confirmation. 
• A ticket number. 
• Status updates.

Important: HIPAA Checkbox 

If the issue is account-specific: 

Select “Is this for a specific account?” 

This: 

• Opens additional personal information fields. 
• Helps ensure HIPAA compliance. 
• Helps prevent callback delays. 

If you skip this step, staff may have to call for identity verification. 

Document Upload Rules (Critical) 

You CANNOT submit enrollment forms or dependent verification documents:

• By phone. 
• By live chat. 

These must be uploaded through the correct online form. 

Attachment Limits 

• Up to 50 MB total if not signed in. 
• Up to 100 MB total if signed in. 
• Live chat: Up to 20 MB per file. 
• Files are virus-scanned. 

If uploads fail, check the file size first. 

Live Chat and Phone 

Live Chat: 

• Generates a ticket. 
• You receive the transcript via email. 
• You can reply to the transcript. 

Phone: 

• Also generates a ticket. 
• You can press 2 for callback. 
• Must use a direct phone line (no extensions). 

Managing Your Tickets 

To Track Status: 

1. Click Sign In. 
2. Click your name (upper right). 
3. Select My Activities. 

You can: 

• View ticket history. 
• Add comments. 
• Upload additional documents. 
• Monitor status. 

Best Practice: 

Do NOT create a new ticket for the same issue. 

Instead: 

• Open the existing ticket. 
• Click Add to Conversation

Duplicate tickets delay processing. 

Understanding Answer Bot

Answer Bot: 

• Suggests articles automatically. 
• May suggest closing your ticket. 

It: 

• Cannot access personal data. 
• Cannot resolve account-specific issues. 

If you click “Yes, close my request”, the ticket closes without human review. 

If your issue is not resolved, do not close it. 

Service Expectations 

Response times may vary: 

• General questions: typically one to two business days. 
• Enrollment and document issues: priority handling. 
• Urgent coverage disruptions: Call immediately. 

Do not escalate unless: 

• Coverage is at risk. 
• Payroll is affected. 
• There is no response beyond the expected timeframe. 

Common Mistakes to Avoid: 

• Submitting duplicate tickets. 
• Using chat for document uploads. 
• Forgetting HIPAA checkbox. 
• Sending incomplete documentation. 
• Submitting vague subject lines (for example, “Need help”). 

What Good Tickets Look Like 

Strong tickets include: 

• Clear subject line. 
• Specific issue description. 
• Dates involved. 
• Employee status (active, retiree, COBRA). 
• Required attachments. 
• HIPAA steps completed when applicable.

Example subject: 

“Dependent verification – spouse marriage certificate – active employee – coverage effective March 1, 2026.” 

This helps route the request immediately. 

Governance and Accountability 

Remember: 

• Every ticket is recorded. 
• Response times are tracked. 
• Ticket categories drive reporting. 
• Trends affect policy updates. 

Zendesk data informs leadership decisions. 

Submitting correctly improves systemwide performance. 

ABC Performance Indicators 

Agencies may be measured on: 

• Duplicate ticket rate. 
• Incomplete submission rate. 
• Follow-up frequency. 
• Volume by issue type. 
• Escalation rate. 

Good ticket practices improve agency metrics. 

Final Checklist for ABCs 

Before submitting:

• Did I search first? 
• Did I choose the correct issue category? 
• Did I select the HIPAA option for an account-specific issue? 
• Did I attach all required documents? 
• Is my subject line specific? 
• Am I avoiding duplicate tickets? 

If yes, submit confidently.