Administrators: Tips and Tricks for using Zendesk

Seeing your tickets and tickets from others in your organization

There are two places you can go to see tickets: "CHECK YOUR EXISTING REQUESTS" and "<YOUR ORG NAME>" (both available from the top nav)

  • CHECK YOUR EXISTING REQUESTS: Presents a detailed listing (including activity history) for currently open tickets you have submitted. Each ticket has a link to see more information or to comment. Any ticket pending feedback from you includes the note "Awaiting your response"
  • <YOUR ORG NAME>: Presents a table of all open tickets submitted by someone in your organization. Click on the corresponding column header to sort by ticket ID, subject, requester, status, priority, or assignee (the person at Kavi who owns the ticket). The blue box to the right allows you to narrow the view to open requests, solved/closed requests, or requests submitted by a particular person.

Submitting tickets when you work with more than one organization

All tickets are now routed according to the sender's email address. We are happy to help you configure your account to meet your needs.

  • If you work with one organization using Kavi applications and wish to use an email address other than the one you have been using, just let us know.
  • If you submit tickets on behalf of more than one organization, we recommend that you use an org-specific email address when submitting a ticket for that organization - for many administrators, that will be the Admin account.
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  • Avatar
    Peter Symes

    . . . and it appears that if you bookmark your favorite starting page that's where you will be after login!

  • Avatar
    Darren Smith

    Being able to see what tickets have been submitted by other parts of our organization is very useful and helps to organize our comments.

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