How to Submit a ZenDesk Request

RizePoint uses Zendesk to manage issues submitted by clients. If you do not yet have a Zendesk account, please reach out to our Customer Success Team and we will create an account for you.

*Please note Zendesk accounts are only for Administrators and are not meant for end users*

Login to Zendesk by accessing the URL- https://rizepoint.zendesk.com. The Screen should look like the one below, and you can log in by clicking the Sign In button after entering your credentials.

• Once you are signed in; you should see your username at the top right of the screen.

Step 1: In order to create a new ticket, click Submit a request at the top of the page. 

Step 2: Select if you Have a Question or Found an Issue.  You will be taken to a new page with some required fields that need to be filled out (marked by a red asterisk).  Be sure to check the Knowledge Base for quick answers.

Below are the different ticket fields and what they mean:

• Subject – What the ticket is about.
• Description – An explanation of the issue you are experiencing or your question.
• Severity Level – We have SLA levels 1-3 depending on the type of issue (refer to your contract for detailed info on the different levels). Don’t worry if you’re not sure, our Customer Success Team reviews every ticket that comes in and we will set the SLA level accordingly.
• Steps to Recreate – We ask that you provide as much information as possible in regards to how you experienced the issue. This helps our CSRs and engineers get to the root of the problem faster.
• Testing Credentials – If applicable, the login credentials of the user that’s experiencing the issue.
• Production/Staging – Is it happening on your Production or Staging environment?
• Attachments – if applicable. Attachments like screenshots of what you are seeing can help the team identify the issue.

Step 3: Once you’ve filled out all the fields necessary for the ticket, click the Submit button at the bottom of your screen. It’s that easy! A Customer Success Representative will review your ticket, make any necessary changes, and reply to you through the ticket.

Responding or Adding to an Open Ticket

From the Home Page, click on your username at the top right, and you should see the option of My Activities.

It will take you to the requests page as seen below. From here, you can filter by ticket status (if you’d like to see tickets that are no longer open).

From here you can click on a ticket and make additional comments or add attachments. You will notice the ticket has a status. Below is the explanation of each status:

• Open – this ticket is being worked on by RizePoint.
• Pending – We have reached out to the you asking for more information.
• On-Hold – Tickets with a fix in place or in progress will be put on hold, to be tested after the fix has deployed.
• Solved/Closed – When the issue is solved we move the ticket into Solved. The ticket can still be re-opened if need be. After 7 days the ticket is permanently closed and is marked as Closed.