Zendesk New User Quick Guide

Quick Guide / SOP for New Users Submitting Tickets in Zendesk

Purpose:
Help staff submit clear, complete tickets so issues are resolved faster.

Steps:

1. Log In
   • Go to https://tnlabsupport.health.tn.gov
   • Create an account if you wish to follow your ticket (not required)
   • Sign in using your assigned credentials if prompted.
2. Create a New Ticket
   •  “State Lab Employee Request” or “Non-State Lab Employee Request” as appropriate
3. Enter the Required Details
   • Basic Information: Please enter your information (Name, Phone number, facility, addresses, etc..)
     • Are you submitting on behalf of someone else (If Yes): Enter the information for whom you are entering the ticket (Account User).
   • I need help with: Select the relative response
   • Which application is this request for: Select the appropriate system
   • Subject: Short, descriptive title (e.g., “Unable to log into LIMS”).
   • Description: Include:
     • What happened
     • Steps you already tried
     • Screenshots if available
     • Error messages
4. Add Attachments
   • Attach screenshots, logs, or PDF documents if needed.
5. Submit the Ticket
   • You will receive an automated email that your ticket was received.
6. Ticket updates
   • Email updates will be sent to the email account you entered on the form once an agent works your ticket.
7. Track Ticket Status (Must have an account created)
   • Check updates under “My Requests” found in the drop-down menu next to your name
   • Respond promptly to agent questions.