Submitting Tickets Trough Zendesk Web for CSMs

Type: Work Instruction Control nº: #0001 Team: Cropwise Customer Support

• Objective
• Purpose
• Scope
• Tools
• How to Access the Help Center
• How to Submit Service Requests
• How to Submit Incidents
• Expected Results

Objective

This document aims to guide customer success managers (CSMs) on accessing the Cropwise customer support web portal and creating tickets through it.

Purpose

Reduce the number of requests on channels that are not recognized or not used by the Cropwise customer support team, and enhance CSMs engagement with official support channels.

Scope

This instruction is applicable to all consultants utilizing Cropwise customer support for Crop Protection (CP) tools based in Europe.

Tools

Knowledge of navigating the internet using any browser and understanding how to log in via single sign-on (SSO) using the company's credentials is necessary.

How to Access the Help Center

To create a request to the Cropwise customer support team, open your browser and go to the Cropwise customer support team Help Center on Zendesk.

Click here to learn more about Zendesk Help Center.

Click in Sign In and use the option to continue with SSO or sign in with Microsoft account.

The Zendesk users for Syngenta are created automatically. If your credentials are not working, contact your manager to request your access.

Once logged in, click in Submit a request.

A request form will be displayed. And as you select options, fields related to the selection will be displayed for you to fill in. These fields are necessary for the support team to complete your request quickly and with quality.

How to Submit Service Requests

Since selected the Country and Product, a list of services will be available. All of options are service requests except the option “Report an Error (Bug)

For each Cropwise product, we will have related services. Each country will have access to the service catalog to consult the list of services.

Each Cropwise Product has a drop-down list of available services. Please select the type of activity, service and solution you require to be addressed.

The correct selection of products and services is of the utmost importance if deadlines and solutions are to be met effectively.

How to Submit Incidents

It's the same process as submitting a service request, but the selected service must be “Report an Error (Bug).

Once all the required fields are filled and the attachment inserted, if necessary. Just click submit and the ticket will be created.

Expected Results

The Customer Success Manager (CSM) should be familiar with the process of submitting a request through Zendesk Web to reach out to the Cropwise customer support team.