How to Navigate a Zendesk Ticket

Table of Contents:

Public Reply will be seen by users and any CC'd users.
Internal Note will only be seen by agents in that group. (i.e. all agents with access to Technology tickets will be able to see internal notes in Technology, but will not see Human Asset Internal Notes if they do not have access.)

The Assignee field by default will be set to the group by default. Agents can take a ticket for by clicking on Take It located in the top right of the field.
If a ticket needs to be assigned to another user, use the drop down menu to select the appropriate person.
The CCs field is where you can see, add, or remove users that are CC'd on the e-mail. Different locations and groups can have agents automatically added; please submit a ticket if that option is needed.

Depending on your department, you may need to fill in other fields for the ticket to be closed. (i.e. For Technology, you will need to ensure that the Category and Tech Tier fields are filled in.)
Tags and Location are usually prefilled normally; however, if a user submits a ticket with their personal e-mail, these fields may need to be filled in.

Located above the most recent response or reply is a dropdown menu that will have two options: Conversations and Events
Conversations will show Public Replies and Internal Notes that are related to the ticket.
Events will have more indepth details, such as changes to fields, agents who responded, and automated responses.

New tickets are annotated when a ticket has not yet been answered. By submitting a ticket as New, it'll automatically switch it to Open as long as the Assignee field has been propagated.
Open tickets are tickets that are waiting on the agent(s) to resolve. Most tickets will be in this category.
Pending tickets are usually dependent on an outside vendor or user who opened the ticket to respond back to. (Please Note for Technology Tickets: Setting a ticket to Pending will close out the ticket in 5 business days after the system sends an automated response reminding the users that an action is pending on their part. A message will be sent starting on the 2nd day until the 5th day.)
Solved tickets are tickets that have been resolved. Tickets that are solved will stay in this state for two days until they are moved to the Closed status.